Refund policy

REFUND & RETURN POLICY

Taj Étoile

Last updated: 12 September 2026

This Refund & Return Policy explains returns, refunds, cancellations and issues relating to products purchased from Taj Étoile.

Nothing in this policy limits mandatory consumer rights under applicable law.

1. 14-Day Right of Withdrawal

If you are a consumer residing in the European Union, you generally have a statutory right to withdraw from an online purchase within 14 days without providing a reason, subject to applicable legal exceptions.

For products, the withdrawal period generally begins after you or a third party designated by you, other than the carrier, receives the product.

2. How to Request a Return

Where the statutory right of withdrawal applies, you must clearly inform Taj Étoile that you wish to withdraw from the purchase.

You may contact us using:

Email: tajetoileofficial@gmail.com

Please include:

  • Order number

  • Customer name

  • Product being returned

  • Date of purchase

  • Date of delivery

  • Clear statement that you wish to withdraw

A reason for withdrawal is not required.

3. Return Deadline

After exercising the right of withdrawal, the product must be returned within the applicable statutory period.

Customers should retain proof of shipment until the return has been received and processed.

4. Condition of Returned Garments

During the withdrawal period, you may handle and inspect the garment only to the extent reasonably necessary to establish its nature, characteristics and functioning.

Garments should not be:

  • Worn to an event

  • Washed

  • Altered

  • Damaged

  • Modified

  • Used beyond what is reasonably necessary for inspection

Where legally permitted, you may be responsible for diminished value resulting from handling beyond what is necessary for inspection.

5. Return Shipping Costs

Where the statutory right of withdrawal applies, the customer is generally responsible for the direct cost of returning the product unless Taj Étoile has agreed otherwise or applicable law requires otherwise.

The return should be securely packaged to reduce the risk of damage during transportation.

6. Made-to-Order Products

A Made-to-Order label does not automatically exclude the statutory right of withdrawal.

Where a Made-to-Order gown is produced according to a customer's standard selected size without personal modifications, the statutory right of withdrawal may still apply where required by law.

7. Custom Measurement Products

A gown produced according to personal body measurements or individual specifications may qualify for the statutory exception to the right of withdrawal where the applicable legal requirements are satisfied.

Where withdrawal is excluded due to individual customization, the customer will be informed before the order is placed.

8. Customized or Altered Products

Products individually customized or altered according to customer specifications may be excluded from the statutory right of withdrawal where the applicable legal requirements are satisfied.

Examples may include:

  • Personal measurements

  • Individual fit modifications

  • Length modifications

  • Other individually requested specifications

The customer will be informed before production or customization where an applicable withdrawal exclusion applies.

9. Defective or Incorrect Products

If your gown arrives:

  • Damaged

  • Defective

  • Materially different from the product ordered

  • Missing important components

please contact us as soon as reasonably possible.

Please provide:

  • Order number

  • Description of the issue

  • Photographs where relevant

We will investigate the issue and provide an appropriate solution in accordance with applicable consumer law.

10. Manufacturing Defects

Minor differences in handmade embellishments, placement, texture or finish do not necessarily constitute a manufacturing defect.

However, mandatory statutory rights relating to defective or non-conforming products remain unaffected.

11. Measurement Errors

Customers are responsible for providing accurate measurements when ordering Custom Measurement products.

If incorrect measurements are supplied by the customer, resulting fitting problems may not constitute a manufacturing defect.

If an error was caused by Taj Étoile, the customer's statutory rights remain unaffected.

12. Refunds

Where a valid statutory withdrawal is exercised, Taj Étoile will refund payments received in accordance with applicable law.

Refunds will generally be made using the same payment method used for the original transaction unless otherwise agreed.

Where legally permitted, Taj Étoile may withhold the refund until:

  • The returned product has been received; or

  • The customer provides evidence that the product has been returned,

whichever occurs first.

13. Delivery Cost Refunds

Where applicable law requires reimbursement of delivery charges following a valid withdrawal, the refund generally covers the least expensive standard delivery option offered.

If the customer selected a more expensive delivery method, the additional cost may not be refundable where permitted by law.

14. Cancellation Before Production

Customers may contact Taj Étoile to request cancellation before production begins.

Cancellation is not automatically guaranteed.

If an order has already entered production, has been individually customized or is otherwise subject to a statutory withdrawal exception, cancellation may not be possible.

15. Changes After Ordering

Customers should contact Taj Étoile as soon as possible if they want to change an order.

We cannot guarantee that changes can be made once production has started.

Additional costs may apply if a requested change requires additional materials, labour or production work.

16. Refund Processing Time

Once a return has been received and approved, the refund will be processed in accordance with applicable law and the payment provider's processing times.

The time required for the funds to appear in the customer's account may depend on the customer's bank or payment provider.

17. Contact

For return or refund requests:

Taj Étoile
Taj Fashion Tailors v.o.f.
Paul Krugerlaan 146–148
The Hague, The Netherlands
KvK: 54859964
Email: tajetoileofficial@gmail.com

Taj Étoile
A brand of Taj Fashion Tailors v.o.f.