Terafielceli accepts eligible returns and exchanges for furniture purchased through our online store. This policy explains the applicable statutory withdrawal period, our additional 30-day commercial return period, eligible reasons, return and exchange procedures, shipping cost responsibilities, and refund processing.
1. Statutory Right Of Withdrawal
For purchases to which a statutory right of withdrawal applies, customers generally have the right to withdraw from the purchase without providing a product-related reason within 14 days after receiving the product.
The withdrawal period is generally calculated from the date on which the customer or an authorized recipient takes physical possession of the product. For orders delivered in multiple shipments, the applicable period may be calculated from receipt of the final product, lot, or piece, where applicable.
To exercise the statutory right of withdrawal, customers must clearly notify us of their decision to withdraw before the applicable 14-day period expires. Customers may contact us by email or phone using the contact information provided in this policy and should provide the order number and sufficient information to identify the purchase.
After notifying us of the withdrawal, the customer should return the applicable product without undue delay and generally no later than 14 days after the withdrawal notice is submitted. We will provide the applicable return address and return instructions after receiving the withdrawal request.
The product should be returned in an appropriate condition for transport. Customers may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product, where applicable.
2. Statutory Withdrawal Refunds
Where a statutory withdrawal applies and the withdrawal is validly exercised, we will process the applicable refund in accordance with the requirements applicable to the transaction.
The refund will generally include the payments received for the returned product and the standard delivery charge paid for the original shipment. Additional delivery costs resulting from the customer's selection of a more expensive delivery option than the standard delivery method are generally not included.
The refund will normally be issued using the same payment method used for the original transaction unless another method has been agreed.
We will generally process the refund without undue delay and within 14 days after receiving the customer's withdrawal notice. Where permitted, we may delay the refund until the returned product has been received or the customer provides evidence that the product has been sent back, whichever occurs earlier.
Our available card payment methods include Visa and MasterCard. After the refund is issued, the amount may take additional time to appear in the customer's account depending on the processing time of the applicable card issuer or financial institution.
3. Statutory Withdrawal Return Shipping Costs
For a valid statutory withdrawal without a product-related defect or error, the customer is generally responsible for the direct cost of returning the product, provided the applicable return-cost responsibility was disclosed before purchase.
For large or bulky furniture that is not normally suitable for ordinary parcel return, the applicable return arrangements and estimated return cost will be communicated where required before the purchase is completed.
If the return results from a confirmed product-related issue, incorrect product, or another circumstance for which we are responsible, the applicable return shipping cost will be handled in accordance with the relevant return requirements and our policy.
4. Additional 30-Day Commercial Return And Exchange Window
Separate from any statutory right of withdrawal, customers may request an additional commercial return or exchange within 30 days after delivery.
This 30-day period is an additional commercial policy and does not replace, restrict, or shorten any statutory withdrawal right that may apply to the purchase.
The request must be submitted within the applicable 30-day period using the contact information provided in this policy. Customers are encouraged to contact us promptly after identifying an issue.
5. Eligible Commercial Return And Exchange Reasons
Under our additional 30-day commercial return and exchange policy, a return or exchange may be requested for any of the following reasons:
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The Product Has An Appearance Issue.
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The Product Has A Quality Issue.
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The Product Has An Unusual Odor, Significant Color Difference, Or Similar Material Or Appearance Issue.
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The Product Received Does Not Match The Product Ordered.
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The Customer Requests A Return Or Exchange Without A Product-Related Reason.
For product-related issues, please provide clear photographs or videos showing the relevant condition. We may request additional information when reasonably necessary to review the request.
6. Commercial Return Process
Returns under the additional 30-day commercial return period are accepted by mail after the return request has been approved.
Contact us by email or phone and provide your order number, payment confirmation or relevant order information, reason for the return, and applicable photographs or videos.
We will review your request and notify you using the contact information provided. If approved, we will provide the applicable return address.
Send the product to the return address provided by us and retain the shipping information until the returned product has been received.
After receiving the product, we will inspect its condition and review the information provided with the request. If the return is approved, we will process the applicable refund.
Please do not send a return to any address other than the return address provided by us.
7. Commercial Exchange Process
Exchanges under the additional 30-day commercial return period are accepted by mail and are subject to product availability.
Contact us by email or phone and provide your order number, payment confirmation or relevant order information, reason for the exchange, and applicable photographs or videos.
We will review your request and notify you using the contact information provided. If approved, we will provide the applicable return address.
Send the product to the return address provided by us and retain the shipping information until the returned product has been received.
After receiving the product, we will inspect its condition and review the information provided with the request. If the exchange is approved, we will arrange shipment of the replacement product within 1 to 3 business days. For delivery information, please refer to our Shipping Terms.
If the requested replacement product is unavailable, we will contact you regarding the available resolution.
8. Commercial Refund Processing
Approved refunds under the additional 30-day commercial return policy will be issued to the card account used for the original payment.
Our available card payment methods include Visa and MasterCard.
After a refund is issued, the refunded amount is generally expected to appear within 3 to 5 business days, depending on the processing time of the applicable card issuer or financial institution.
If the refund has not appeared after this period, please contact us so that we can review the refund status.
9. Commercial Return And Exchange Shipping Costs
For returns or exchanges under the additional 30-day commercial policy resulting from an appearance issue, quality issue, unusual odor, significant color difference, incorrect product, or another confirmed product-related issue, we will bear the applicable return shipping cost.
For a commercial return or exchange requested without a product-related reason, the customer is responsible for the applicable return shipping cost.
No restocking fee applies to eligible returns or exchanges under this policy.
10. Product Inspection And Customer Responsibility
Customers are responsible for providing accurate information when submitting a return or exchange request.
Photographs or videos should clearly show the relevant product condition or issue. We may request additional information if the materials provided are insufficient to evaluate the request.
Returned products may be inspected after receipt. Approval of a return or exchange is based on the applicable conditions, the information provided with the request, and the condition of the product when received.
Customers should take reasonable care of the product while it remains in their possession and use appropriate packaging when preparing an approved return.
11. Return Address
The mailing address listed below is for customer contact purposes and is not automatically a return address.
Please wait for return approval and use only the return address specifically provided by us for the applicable return or exchange. Sending a product to an unauthorized address may delay processing.
12. Contact Us
For statutory withdrawal requests, commercial returns, exchanges, or related questions, please contact us using the information below:
Address: 3109 Somerset Green Ct, Saint Louis, MO 63136, US
Phone: +1 (314) 402‑7183
Email: customer@terafielceli.com
Opening hours: Monday to Friday, 9:00 AM to 6:00 PM (EST)