CRITICAL NOTICE: KINDLY NOTE THAT THE OFFICIAL EMAIL ADDRESS FOR CUSTOMER CARE IS CUSTOMERCARE@TEAKHAUS.COM. PLEASE BE ADVISED THAT EMAILS SENT TO ANY OTHER ADDRESSES WILL NOT BE RECEIVED BY THE CUSTOMER CARE TEAM.
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Teakhaus Refund and Return Policy
1. Damage Complaints:
If you have purchased or received a product directly from www.teakhaus.com and believe it to be damaged or defective, please follow these steps:
Time Window: A Damage Complaint can be issued within the first 15 days from the date of receiving the product.
Submission: Place a Damage Complaint by filling and submitting the online form within the specified time window.
Processing Time: Allow 2 - 5 business days for us to process and analyze your complaint.
Communication: Our Customer Care team will contact you via email, assign a ticket to your complaint, and provide the next steps for resolution.
2. Eligibility for Resolution:
For a resolution to be eligible, the item must meet the following criteria:
- In perfect and unused condition.
- Inside the original packaging.
Refund may be refused if:
- The item is missing any label.
- The label is broken or damaged.
- The returned item [in case return is needed] presents additional damages than those specified in the original Damage Complaint.
3. Resolution Process:
If a refund is determined, it will be processed to your original payment method or issued as store credit, as per your request.
For product returns, please allow 7-10 business days to process the return from the day the items are received in our warehouse.
4. Return Shipping and Restocking Fees:
If a return is authorized or requested by our Customer Care Team, please follow the instructions given. In case, you are responsible for shipping us your returns using the carrier of your choice. Once we receive your return, we will proceed with a quality verification process againts the Damage Complaint presented.
Please note that we cannot be responsible for any change in currency rates, and we cannot refund any duties or taxes paid during the import processes.
- For returns from the 48 continental states, there will be a $19.99 shipping and restocking fee.
- For returns from Alaska and Hawaii, the fee is $29.99.
- This fee will be deducted from your refund using the provided prepaid return label.
- If you are submitting a return for store credit, the fee will be waived.
5. Exclusions and Non-Applicability of Refunds:
- Promotional purchases: such as promotional codes, e-Gift Cards, or items marked as final sale, are not eligible for returns or exchanges.
- Customer-Linked Issues: Refunds are not applicable in cases where the customer made a wrong choice of product, size, or model.
- International purchases: Please, keep in touch with our Customer Care team to revise your particular case.
- Purchases out of teakhaus.com: We only accept Damages Complaints for products purchased directly from www.teakhaus.com.
- Amazon Purchases to Resellers: Our Customer Care team can only reach out our Amazon Customer Care team for purchases made directly to Teakhaus. All the purchases made to resellers are out of our reach.
Customers who have purchased items from an authorized Teakhaus retailer must initiate all returns and exchanges through the original point of purchase.
6. Cases Out of the 15-Day Window
Your case might be related to our 1 year warranty window. Please, go to our Warranty Policy page to review your case.
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