Do not return any product without prior written return authorization from the Company. Unauthorized returns will not be accepted.
Because many products offered by the Company are large-format, supplier-fulfilled, freight-sensitive, or wellness-related, all returns must be reviewed and authorized in advance. This policy has been designed to comply with the requirements of our payment platform partners, including Affirm, Klarna, PayPal, Stripe, Shopify Payments, and Google Merchant Center.
Unless a product page states otherwise, eligible products may be returned within 30 calendar days after the date of delivery. To qualify for return, an item must generally be:
This policy covers both returns due to defect or error and returns for any other reason, including buyer's remorse, subject to the non-returnable items listed in Section 4.3.
The following items are not eligible for return except where required by law or where the item is damaged, defective, or materially different from what was ordered:
Non-returnable status does not affect any rights you have in respect of defective, damaged, or incorrectly supplied items under applicable law.
To request a return, contact [email protected] and provide: your order number, customer name, delivery address, product name, reason for return, photos showing the item and its condition, and photos of the original packaging. We will review the request and, if approved, provide return authorization and further instructions. We will begin processing your request within 2 business days of receipt. You should not ship any item until you have received written return authorization from the Company.
Buyer's Remorse and Eligible Non-Defective Returns: Unless the item is defective, materially incorrect, or damaged in transit, the customer is responsible for return shipping costs. For freight, sauna, outdoor shower, or oversized products, return shipping costs may be substantial.
Defective, Incorrect, or Damaged Items: If a return is authorized because an item is defective, materially incorrect, or was damaged during shipping, the Company will cover return shipping costs and will provide a prepaid return shipping label or arrangement. This applies regardless of the size or freight category of the product.
If an item arrives damaged, defective, or materially different from what was ordered, you must notify the Company as follows:
In all cases, please include photographs of the item, photographs of the packaging, shipping labels, visible damage, and any delivery notations made with the carrier. Failure to report within these windows may limit available remedies unless the damage was not reasonably discoverable within the applicable period.
If the claim is verified, the Company will provide an appropriate remedy, which may include replacement parts, repair support, replacement product, or refund. The Company will cover return shipping for verified defective, incorrect, or transit-damaged items.
Authorized returns are subject to inspection after receipt. If approved, refunds are issued to the original payment method. The timing of reflected funds may depend on the customer's bank, card issuer, wallet provider, or financing provider, as described below.
If you paid using Affirm or Klarna, please note the following:
For non-BNPL transactions, refunds are processed to the original payment method. Stripe and Shopify Payments do not refund processing fees. Original shipping charges are non-refundable unless the return results from the Company's error, a defective product, or transit damage.
A restocking fee of up to 15% may apply to authorized returns of oversized, freight-category, or supplier-fulfilled products, but only where the applicable product page expressly states that a restocking fee applies. No restocking fee applies to returns resulting from product defects, incorrect items supplied, or transit damage. No restocking fee applies where prohibited by applicable law. The restocking fee, if applicable, will be deducted from your refund amount.
Orders may be cancelled before submission to a supplier or before material processing begins. Once an order enters fulfillment, manufacturing, scheduling, or shipment, cancellation may not be possible. If a cancellation is permitted after processing has begun, deductions or fees may apply.
Exchanges are subject to availability. Where an exchange is not practical, the Company may offer a refund. Store credit may be offered as an optional alternative to a cash refund where: (a) no BNPL payment method was used for the original purchase, (b) the customer requests store credit rather than a refund, and (c) no applicable law requires a cash refund. Store credit is never the sole or default remedy — customers retain the right to a cash refund to their original payment method.
Nothing in this Return and Refund Policy limits any statutory consumer rights available under applicable law. UK and EU consumers retain their statutory 14-day withdrawal rights under applicable distance selling law. These rights may be more favorable than the terms described in this policy, and your statutory rights take precedence.
Teak & Marble Atelier, Ltd. | 2489 Dogwood Avenue, East Meadow, New York 11554 | Email: [email protected]