Delivery, Refund and Return Policy
Overview
Welcome to Teal Culture, your premier destination for curated art, furniture, and home accessories in the heart of Lagos. We are committed to your complete satisfaction and stand behind the quality and authenticity of every piece in our collection.
We understand that purchasing items for your home is a personal and significant decision. This policy outlines the terms and conditions for returns and refunds to ensure a seamless and transparent experience.1. Returns & Exchanges Eligibility
Due to the bespoke, curated, and often handcrafted nature of our products, we have a structured returns policy. We accept returns and exchanges for the following conditions: · Damaged or Defective Items: If your item arrives with manufacturing defects or is damaged during transit, please contact us immediately. · Incorrect Item Received: If you receive an item different from what you ordered. · Change of Mind (Limited to Non-Custom & Standard Items): We offer a 14-day return window from the date of delivery for a full exchange or store credit, provided the item is: · In its original, unused, and unassembled condition. · In the original packaging, including all tags, certificates of authenticity, and protective materials. · Not a custom-made, commissioned, or “Final Sale” item (clearly marked on the product page).2. Non-Returnable Items
To protect the integrity of our collections, the following items are final sale and cannot be returned or exchanged unless they arrive damaged or defective: · Artworks & Sculptures: All original paintings, limited edition prints, and sculptures. · Custom & Made-to-Order Items: This includes custom-sized furniture, bespoke finishes, commissioned pieces, and items made specifically to your order. · Clearance or “Final Sale” Items: Any item marked as such at the time of purchase. · Home Fragrances & Personal Accessories: For health and hygiene reasons, all opened candles, diffusers, and personal accessories are final sale. · Antique and Vintage Items.3. Return Process: A Step-by-Step Guide
Step 1: Contact Us Within 14 Days Do not return an item without prior authorization. To initiate a return, please contact our Customer Concierge team within 14 days of delivery. · Email: hello@tealcultureng.com · Phone: +234 809 447 7776 Please provide your order number, the item name, and the reason for the return. Photographs or a short video may be requested to assess the condition or issue. Step 2: Return Authorization & Instructions Once your return request is approved, we will issue a Return Authorization (RA) Number and provide detailed instructions for the return. Returns sent without an RA number will not be accepted. Step 3: Packaging & Return Shipping You are responsible for securely repackaging the item in its original, manufacturer’s packaging. We highly recommend insuring the return shipment, as Teal Culture is not responsible for items lost or damaged in transit back to us. Step 4: Inspection & Processing Once we receive the item at our showroom, our team will inspect it to ensure it meets our return conditions. This process may take up to 5 business days. We will notify you via email once the inspection is complete.4. Refunds (If Applicable)
After the returned item is inspected and approved: · Refund Method: Your refund will be processed to the original method of payment used at the time of purchase. Please allow up to 10 business days for the refund to reflect in your account, depending on your card issuer’s processing time. · Deductions: For “Change of Mind” returns, the cost of original shipping is non-refundable. A restocking fee may apply for large furniture items. · Store Credit: We encourage and may offer a store credit for the full value of the returned item (excluding original shipping), which can be used for future purchases and often comes with a special perk.5. Exchanges
We are happy to facilitate an exchange for an item of equal value, subject to availability. If the desired exchange item is of a higher value, you will be responsible for paying the difference. If it is of lower value, we will issue a store credit for the difference. 6. Damaged or Defective Items If your item arrives damaged or defective, please contact us within 48 hours of delivery. We will arrange for a courier to collect the item at our expense and will either: 1. Repair the item, if possible. 2. Replace it with an identical item, if available. 3. Issue a full refund, including shipping costs.7. Contact Us
For any questions regarding this policy or to initiate a return, our Customer Concierge team is here to assist you. Teal Culture Teal Culture Showroom 84, Ozumba Mbadiwe Avenue Victoria Island Lagos Phone: +234 809 447 7776 Email: hello@tealcultureng.com Showroom Hours: Monday – Saturday, 10am – 7pmNeed help?
Contact us at {email} for questions related to refunds and returns.
Shipping Fee & Locations
Shipping fees are charged per shipment, not per order, and are fixed at flat rates depending on shipment value and delivery location.
This is a friendly reminder that for orders with multiple items, depending upon each item’s estimated delivery, there may be multiple shipments per order. Shipping fees are calculated based on your location and order subtotal. Total shipping fees will be indicated during the checkout process after processing the required shipments based on the estimated delivery of all your items.
Suggestion: Please enter your zip code on any product page to determine if we deliver to your city. The table below is a general indication of some major cities we ship to. For selected cities, we offer free shipping per shipment with a subtotal value of $999 and above (excluding add-on services).
Types of Delivery
We offer three delivery service options: Standard, Room of Choice, or White Glove.
We provide a Standard Service by default, but you may opt for Room of Choice or White Glove for an additional service fee. Each service fee is per shipment, not per order. If the order contains multiple shipments, you can select which shipment(s) you would like to apply the delivery service to during checkout.
Standard Service
We will deliver your item(s) to either the ground floor, lobby, or first dry area of your home (such as a garage, front porch, lobby, etc.) or apartment building. Deliveries to any address requiring a lift or staircase will be left at the lift’s entrance or the stairs’ foot. This service does not include unpacking, assembly, or rubbish removal.
To initiate delivery, we will email you that your order is ready to ship. You will receive a fixed delivery date with tracking information, or our delivery partner will contact you to arrange a delivery day and time window.
Room of Choice
We will deliver your item(s) to the room of your choice within your home, inclusive of up to two flights of stairs. An extra flat rate of $50 or $70 applies, depending on your zip code (plus applicable taxes). Kindly note that additional stairs beyond two flights are subject to add-on fees. This service does not include assembly, rubbish removal, or moving your old or existing furniture.
To initiate delivery, we will email you that your order is ready to ship. Our delivery partner will contact you to arrange a delivery day and time window.
White-Glove
We will deliver your item(s) to your room of choice, including up to two flights of stairs, unpacking and complete assembly of the item(s), and rubbish removal. This service is an extra flat rate fee of $100 or $150 (plus applicable taxes), depending on your zip code. Kindly note that additional stairs beyond two flights are subject to additional fees. This service does not include removing or moving your old or existing furniture.
To initiate delivery, we will email you that your order is ready to ship. Our delivery partner will contact you to arrange a delivery day and time window.
Note: Please measure and ensure that your items will fit through doors, staircases, and elevators in their packaging before you place your order. Suppose we are unable to get your furniture into your home. In that case, you will be responsible for redelivery fees if you choose to have the products redelivered later or the return shipping and warehouse restocking fees if the order is canceled. Our delivery partners will deliver your products upon arrival based on the selected service options.
In addition, please protect your flooring and surroundings from potential damage before the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.
To better understand the service in your area based on the items you have purchased, feel free to contact us.
How long do I have to return my item?
Select items can be returned within 14 days of purchase or receipt. Custom orders cannot be returned but may be canceled within two business days after the order is placed. Custom orders may include any item where you select the finish and upholstery.
How do I return my item?
Small items can be returned to the showroom or shipped back to us by mail. Furniture or more oversized items will require arrangements for pick up. If you plan to return your item, please get in touch with support@ergocraft.com or call +1 244 688 800 to make arrangements.
