EU Right of Withdrawal Information

EU Right of Withdrawal Policy

Applies only to customers located in the European Union

Your right to withdraw

If you are based in the European Union, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason. This is your statutory right of withdrawal under the EU Consumer Rights Directive (2011/83/EU, as amended). The 14-day withdrawal period begins:

where a single item is ordered: on the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods;
where multiple goods are ordered in a single order but delivered separately: on the day on which you acquire physical possession of the last good;
where goods are delivered in multiple lots or pieces: on the day on which you acquire physical possession of the last lot or piece;
where goods are delivered regularly over a defined period: on the day on which you acquire physical possession of the first good.

How to exercise your right

To withdraw from your order, you must notify us within 14 days of receipt of the goods. You can do this by:

Using the withdrawal function on our website, labelled "EU CONTRACT WITHDRAWAL FUNCTION". Once you have completed the online withdrawal statement, confirm the withdrawal of the contract by clicking the "WITHDRAW CONTRACT" button.
Using the withdrawal request form on your order confirmation page or in your account order history
Submitting a request through our returns portal, linked on our Returns page
Clicking the EU Withdrawal Function link in the footer of our website
Contacting our customer care team directly at customercare@tigermist.com.au

On submission of your request, you will receive an automatic confirmation email, including, if the EU CONTRACT WITHDRAWAL FUNCTION or an online form was used, the content of the withdrawal and the date and time of its submission. Your request will be reviewed by our team without undue delay.

You may also use the standard EU Model Withdrawal Form set out at the end of this policy, although use of that form is not mandatory. Any other clear written statement expressing your decision to withdraw will also be accepted.

What happens after you submit a withdrawal request

If your order has not yet been dispatched: Your order will be placed on hold and cancelled and refunded.

If your order has already been dispatched or is in transit: Please allow delivery and then follow our returns process to send the items back to us. Please refer to the Refunds section below for the applicable refund timeline and conditions.

Returning your items

You must return the items within 14 days of notifying us of your withdrawal. Items must be:

Handled only to the extent necessary to assess the nature, characteristics and functioning of the goods (as you might do in a shop). If items have been used beyond this and have diminished in value, we reserve the right to deduct an amount reflecting that diminished value from your refund
Returned with all tags attached and in original packaging

Return postage pursuant to the withdrawal right is at your cost. With respect to goods that cannot be sent by standard parcel you also bear the return costs, unless we failed to inform you of the return cost prior to purchase. We recommend using a tracked service as we cannot be held responsible for items lost in transit.

Refunds

We will issue all refunds to your original payment method, unless you have expressly agreed otherwise, and without any fees being charged to you as a result of the reimbursement. We will process the refund within 14 days of the date on which we receive your withdrawal notice. Where goods have already been dispatched to you, we may withhold the refund until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earlier (Article 13(3), Consumer Rights Directive 2011/83/EU). The refund will include the standard delivery charge you paid at the time of purchase, we are not required to refund any additional costs you incurred by choosing a premium or express delivery option.

Exceptions

The right of withdrawal does not apply to:

Items that are personalised or made to order
Sealed goods which are not suitable for return due to health protection or hygiene reasons where the seal has been removed after delivery (e.g. underwear, swimwear)
Goods which are liable to deteriorate or expire rapidly
Digital content not supplied on a tangible medium (e.g. digital downloads or e-gift cards) where performance has begun with your prior express consent and your acknowledgement that you thereby lose your right of withdrawal
Goods which are, after delivery, inseparably mixed with other items by their nature

Defective items

If your item is faulty or not as described, this follows our defective return policy. Click here for more details. Your statutory rights in relation to defective goods are in addition to, and are not limited or affected by, this withdrawal policy.

Ancillary contracts

If you exercise your right of withdrawal, any ancillary contracts linked to your order - such as instalment payment plans, buy-now-pay-later arrangements, or extended warranty products concluded on the basis of your purchase - will be automatically terminated at no cost to you.

Extended withdrawal period

If we have not provided you with the information required under Article 6(1)(h) of the Consumer Rights Directive regarding your right of withdrawal at or before the time of conclusion of the contract, your withdrawal period is extended to 12 months from the end of the original 14-day period. If we provide that information during the extended period, the 14-day withdrawal period will run from the date you receive that information. This extension applies only to the specific order affected by the missing information and does not extend withdrawal rights across a customer's other orders or the business's operations generally.

Model Withdrawal Form

The following form is provided in accordance with Annex I(B) of the Consumer Rights Directive 2011/83/EU. Use of this form is optional - any clear written statement of your decision to withdraw will be accepted.

To: [insert trader name, address and, where available, fax number and email address]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date