All orders are prepared and shipped within 24 to 72 hours by our teams (excluding weekends and public holidays)
TELVORA ensures deliveries to the following geographical areas: EUROPE, CANADA.
For each order placed, you will receive a confirmation email then a second email with your shipping confirmation including your order tracking number.
The choice of carrier and price may vary depending on the weight, quantity, availability of products and basket amount, as well as the shipping country.
OUR SHIPPING METHODS
By Colissimo (home delivery, collection point, post office, 8 to 15 working days)
Some orders may be linked to several suppliers, the items are then sent separately.
SHIPPING COST
The cost of delivery for an order of less than €30 of purchases is €3.90 and above this amount this delivery cost is canceled. TELVORA reserves the right to modify this cost over a short given period or to cancel them. This modification does not require any notice to customers of the site.
Under no circumstances can a third party claim a refund of the delivery costs in place at the time of the purchase made. Information regarding delivery costs is indicated at any time at the top of any page of the site, as well as at the order confirmation stage.
Refund Policy
RETURNS
The items supplied by TELVORA are new and guaranteed against any defects. They are identical to those of traditional commerce and come from all the publishers and suppliers listed.
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging.
Defective items:
The customer must return new or unused items in their entirety and in their original packaging, intact, accompanied by all possible accessories, instructions for use and documentation (in its original cellophane packaging and with the corresponding invoice). ). In such a situation, the buyer must send proof of the defect(s) to hello@telvora.com (description and photos/videos attached).
To make a return, you must also show us a receipt or proof of purchase.
Please do not return your purchase to the manufacturer, we will tell you the steps to follow when your file is accepted according to our conditions. There are certain situations where only a partial refund is given: (if applicable)
Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to error on our part.
Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also notify you of our decision whether to approve or reject your refund request. If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds (if applicable)
If you have not yet received your refund, please check your bank account again first. Next, contact your credit card issuer, as there may be a delay before your refund is officially posted. Then contact your bank. There is often a processing time required before a refund is posted. If after completing all these steps, you still have not received your refund, please contact us at hello@telvora.com
Sale items (if applicable)
Only regular priced items can be refunded. Unfortunately, sale and/or promotional items are not refundable.
Exchanges (if applicable)
We only replace an item if it is defective or damaged. If in this case you would like to exchange it for the same item, send us an email to hello@telvora.com
Shipping
You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the return shipping costs will be deducted from this.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive the item you return to us.
No cash on delivery will be accepted, whatever the reason.
Right to retract
In the event of exercising the right of withdrawal, TELVORA is required to reimburse the sums paid by the customer, free of charge, with the exception of return costs. The refund is due within a maximum period of 30 days from the date of receipt of the returned package(s). If this period expires on a Saturday, Sunday or public holiday, it is extended until the first following working day.
However, the right of withdrawal does not apply to the following purchases:
Goods that you have opened and cannot be returned for reasons of hygiene or health protection
Goods inseparable from other items
Opened goods that are not in original condition, damaged, or missing parts for reasons not due to our error.
Return policy
Legal deadline for the right of withdrawal
In accordance with the legal provisions in force, you have a period of 30 days from receipt of your products to exercise your right of withdrawal without having to provide reasons or pay a penalty. After communicating your decision to exercise your right of withdrawal within this 30-day period, you have another 30 days to return the product(s) concerned by the withdrawal.
The right of withdrawal does not apply to customers outside the European Union.
Conditions for exercising the right of withdrawal
If you exercise the right of withdrawal within the period referred to in 24.2, only the price of the product(s) purchased and the shipping costs will be refunded, with the return costs remaining your responsibility.
Returns must be made in their original condition and complete (packaging, accessories, instructions, etc.) allowing them to be remarketed in new condition, and, if possible, accompanied by a copy of the purchase invoice for optimized management. . In the event of depreciation of the product resulting from handling other than that necessary to establish the nature, characteristics and proper functioning of the product, you may be held liable.
To exercise your right of withdrawal, in accordance with legal provisions, you will find below, in the appendix, the standard withdrawal form to send to us at the following address: hello@telvora.com. You can exercise your right of withdrawal by any means and in particular by postal mail or an email to hello@telvora.com expressing your desire to withdraw without any ambiguity, and mentioning the order concerned by this withdrawal.
Once the withdrawal form or declaration has been sent to TELVORA at the latest within 30 days following receipt of your order, you must return the product(s) concerned to the address of TELVORA, within a reasonable time and, at the latest , within 30 days from sending the form or declaration of withdrawal.
In accordance with Council Regulation No. 1182/71/EEC of June 3, 1971 determining the rules applicable to deadlines, dates and terms: 1° The day on which the contract is concluded or the day of receipt of the goods is not counted in the period mentioned in Article L. 221-18; 2° The time limit begins to run at the start of the first hour of the first day and ends at the end of the last hour of the last day of the time limit; 3° If this period expires on a Saturday, a Sunday or a public or non-working holiday, it is extended until the first following working day.
When the information relating to the right of withdrawal has not been provided to the consumer under the conditions provided for in 2° of Article L. 221-5, the withdrawal period is extended by twelve months from the expiration of the period initial withdrawal, determined in accordance with article L. 221-18. However, when the provision of this information occurs during this extension, the withdrawal period expires at the end of a period of fourteen days from the day on which the consumer received this information.
The burden of proof of exercising the right of withdrawal under the conditions provided for in Article L. 221-21 rests on the consumer.
Return address
Contact our Customer Service by sending an email to hello@telvora.com.
