Refund policy

TL Home Return Policy

Return Eligibility Window 
Our return policy lasts 14 days from the date of your purchase. If 14 days have elapsed since your transaction, unfortunately, we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging to ensure full refund eligibility.

Non-Returnable Items: 
- Gift cards 
- Sealed items where the seal has been broken 
- Custom ordered items, as these are tailored to individual specifications and cannot be resold

Return Process: 
To initiate a return, please provide a receipt or proof of purchase. Do not send your purchase back to the manufacturer. Instead, direct returns and queries to our dedicated support at <a href="mailto:Hello@terralumen.co.uk">Hello@terralumen.co.uk</a>.

Faulty Items: 
Any faults must be reported within 2 days of receiving the item to ensure prompt attention to your claim. Please contact us immediately if your item is defective or damaged upon arrival.

Partial Refunds (if applicable): 
Partial refunds are granted only in the following situations: 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery

Refund Process: 
Once your return is received and inspected, we will send you an email to notify you of the receipt of your returned item. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a specified number of days.

Late or Missing Refunds: 
If you haven’t received a refund yet, take the following steps: 
1. Check your bank account again. 
2. Contact your credit card company, as it may take some time before your refund is officially posted. 
3. Contact your bank. There is often some processing time before a refund is posted. 
4. If you’ve done all of this and you still have not received your refund yet, please contact us at <a href="mailto:Hello@terralumen.co.uk">Hello@terralumen.co.uk</a>.

Sale Items: 
Only regular-priced items may be refunded. Sale items cannot be refunded but may be eligible for an exchange or store credit depending on the case.

Exchanges: 
We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item for the same item, please send us an email and return your item to: TL Home, 24 Ainslie Rd, Hillington, Glasgow G52 4RU.

Gifts: 
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, who will then be informed about your return.

Shipping Returns: 
To return your product, you should securely pack and mail it to: TL Home, 24 Ainslie Rd, Hillington, Glasgow G52 4RU. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We recommend that if you are shipping an item worth over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Packaging and Refund Amounts: 
To ensure a full refund, it is imperative that items are returned in their original packaging and condition. If the original box or packaging has been lost or is badly damaged to the point where it cannot be used for resale, a partial refund of 60 percent will be issued. This policy reflects the importance of maintaining product integrity and resale value.

Responsibility for Packaging: 
We strongly advise our customers to retain the original packaging for the duration of the return period. In the event that you need to return an item, having the original packaging will streamline the process and ensure that you are eligible for a full refund. If the original packaging is not available, it is the customer's responsibility to provide suitable packaging to ensure the item is returned in a secure and protected manner, mitigating any risk of damage during transport.

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Refund policy

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