Refusing at the door

If something is wrong when the courier arrives, do not accept the parcel. You have not handed over any money, so there is no refund to wait for; the courier takes it back to us at our cost and the order is cancelled.

Changing your mind within 14 days

Once a delivery has been made, you may cancel the purchase within 14 days of the day it arrived. The right comes from EU consumer law and needs no explanation.

1. Write to support@tyrnix.com inside the 14 days, giving your order number and the product concerned.
2. You will receive the return address and a return number to put on the parcel. Please wait for it before posting, so we can link the parcel to your order.
3. Send the product off within 14 days of writing to us.

Condition of a returned product

You can do what you would do in a shop: unbox it, look it over, and switch it on briefly to check it works. Using it for real cleaning or a winter of heating goes beyond that. If a product comes back with its value reduced, for example a mop with dirty pads, a steam cleaner with scale in the tank or a heater with scorch marks, we may deduct the loss from the refund and will tell you the amount beforehand.

Please include everything that came with it: pads, brushes and nozzles, the remote control, the charger and the manual. The original box is the best way to protect it on the way back, but a refund does not depend on it.

Faulty, wrong or damaged in transit

Those are separate from a change of mind. A fault is dealt with under the legal guarantee on guarantee and safety; a wrong item or transit damage should be reported within 48 hours, as the delivery page explains. In each case we organise the collection and cover it.

Your refund

The money goes back the way it came. A card payment returns to the same card, and you need do nothing. A cash payment cannot be put back onto a card, so we refund it by bank transfer. Once the product has reached us and been checked, we email to ask for the name of the account holder and the IBAN. They are used for that single transfer and then deleted.

The transfer goes out within 14 days of the product arriving back with us, often sooner. Your bank may need a working day or two more to show it.

If you disagree

Reply to support@tyrnix.com with your order number and the outcome you would consider fair, and the decision will be reviewed. If it still is not settled, you can turn to your national consumer authority or, for a purchase from another EU country, to your country’s European Consumer Centre.

Everything on this page sits on top of your statutory rights and never limits them.