Apologies for the delayed response—we experienced a power outage due to an ice storm and just had our power restored this week.
We received your package; however, we’re a bit confused about the circumstances surrounding the return. If the item was intended for an event that has already passed, could you clarify why the internal packaging was opened? Typically, when customers decide they no longer want an item, they leave the packaging intact. Opening the sealed garment suggests it may have been tried on, which seems inconsistent with the stated reason for the return.
Could you provide some insight into your reasoning? We’d like to better understand the situation.
Looking forward to your response.
02/14/25 Update: At Tetramode, we prioritize treating every customer fairly and upholding our policies consistently. We understand that you may be dissatisfied with your experience, and we want to address your concerns transparently.
Per our return policy, a refund can only be issued if the item is received in an unworn condition. Since the package was opened, we can no longer verify whether the item was worn, making it ineligible for a refund. Additionally, we are unclear as to why the package was opened if the item was no longer needed due to the event having passed.
To resolve this matter in the best way possible, we are offering you store credit for the amount you paid. You can review our full policy here:
Tetramode Return & Exchange Policy
https://www.tetramode.com/pages/policies
Return & Refund Policy Overview:
Refund requests must be made within 48 hours of delivery.
Items must be unworn, unwashed, and in original condition with all tags attached.
Items showing signs of wear, damage, or odors (such as perfume, smoke, or sweat) are not eligible for a refund.
Refund requests made after 48 hours of delivery will not be accepted but may be eligible for an exchange or store credit.
If a refund is not applicable, exchange or store credit requests must be made within 7 days of delivery as per the courier's tracking information.
We appreciate your understanding and are happy to assist with issuing your store credit. Please let us know how you would like to proceed.
Update 02/14/25: As stated multiple times already the issue isn't the timeline, the issue is you opened the item. We are not disputing that we were unable to fulfill your order in time, which is why we sent a pre-paid label. This is not the dispute in question. What we are disputing is the opened package which we have evidence of. We will issue you a gift card in the exact amount paid, we will even bend further to accommodate you and include shipping reimbursement which is typically non-refundable but we will make an exception in this case.
