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We want you to be happy with your purchase. If something isn't right, here's how returns and refunds work.
Returns require prior authorization from TCH customer service. Do not send products back to TCH without prior authorization; unauthorized returns may be refused.
To start a return, email info@tchweb.com. If your return is approved, TCH will provide a return authorization number along with shipping instructions for how and where to send your package.
Returns must be requested within 30 days of delivery. To qualify, products must be unused, unmodified, in resalable condition, and returned with their original labels and packaging where applicable. Proof of purchase (your receipt or order confirmation) is required.
Approved returns may be subject to a 15% restocking fee, deducted from your refund, based on the purchase price of the returned products. This fee does not apply when TCH confirms that a product was shipped incorrectly, arrived damaged, or was defective when received.
All claims and discrepancies for commercial credit orders must be reported within 7 days. We have the right to charge collection and attorney’s fees of 25% and interest of 2% per month (or 24% per annum) on all overdue commercial credit accounts.
For standard returns, including products ordered incorrectly or no longer required, the customer is responsible for return shipping costs unless TCH agrees otherwise.
If TCH confirms that the wrong product was shipped, or that a product arrived damaged or defective, TCH will provide instructions for return shipping or replacement at no additional shipping cost to the customer.
Original shipping charges, expedited shipping charges, duties, brokerage fees, and other transportation-related charges are not refundable unless the return results from an error by TCH or as otherwise required by applicable law.
Please inspect your order as soon as it arrives. Visible shipping damage, shortages, incorrect products, and other order discrepancies should be reported to TCH within 7 days of delivery. Contact info@tchweb.com with your order number, a description of the issue, and photographs where applicable.
TCH will review the claim and, when appropriate, arrange a replacement, return, credit, or refund. Claims reported after 7 days may not be eligible, except where this would limit any rights or remedies that cannot be excluded under applicable law or an applicable product warranty.
The following products are not eligible for return unless they are defective, damaged, shipped incorrectly, or otherwise required to be accepted under applicable law:
* Custom, made-to-order, or custom-branded products
* Special-order or non-stock products
* Products modified or fabricated to customer specifications
* Materials cut to a customer's requested size or length
* Cut aluminum extrusions
* Cut laminate panels
* Cut foam planks, sheets, or other foam materials
* Products specifically identified as final sale or clearance
* Gift cards
* Items marked non-returnable / non-cancelable (NCNR)
Contact TCH before ordering if you are unsure whether a product is returnable.
TCH does not offer direct exchanges through the website. If you need a different product, request a return authorization from TCH Customer Service for the original product and place a separate order for the replacement. Normal return eligibility requirements and restocking fees apply.
TCH will inspect authorized returns after they are received and email you to let you know whether the return is approved.
If approved, the refund will be issued to your original payment method, less any applicable restocking fee and non-refundable shipping or transportation charges. Please allow 5 to 10 business days after approval for TCH to process the refund; your bank or credit card provider may require additional time to post it to your account.
Products that do not meet the approved return conditions may be refused or may receive a reduced refund where permitted by applicable law. TCH will contact the customer before taking further action.
Contact TCH as soon as possible if you need to cancel an order. Orders that have already entered production, fabrication, cutting, modification, or special-order processing may not be cancelled. Orders that have already shipped must follow the normal return process.
For questions about returns, refunds, damaged products, or order discrepancies, contact info@tchweb.com.
This policy does not limit any rights or remedies available to customers under applicable law.
