Refund and Return Policy

I. Our Commitment to Your Complete Satisfaction

At T&P 89 Decor LLC, our primary goal is for you to be utterly delighted with your purchase, from the moment you unbox your new planter to the moment it becomes a cherished part of your home or garden. We take immense pride in the quality of our products, the care we put into our packaging, and the accuracy of our product representations on tpdecor.shop. However, we are also realists who understand that sometimes, a product may not meet your specific expectations, or an accident in transit may occur despite our best efforts. It is in these moments that our commitment to you is truly tested and demonstrated. This comprehensive Refund and Return Policy is designed with one overriding principle in mind: fairness. Fairness to you, our valued customer, in ensuring you have a clear, straightforward path to resolution, and fairness to our business, allowing us to continue offering high-quality products at exceptional value.

We believe a transparent and generous policy is a cornerstone of building long-term trust. This document outlines in precise detail the conditions, timeframes, and processes for returns, exchanges, and refunds. We have striven to make this process as simple and hassle-free as possible, recognizing that your time is valuable. Our policy is designed to protect you, ensuring that you can shop with the confidence that T&P 89 Decor LLC stands firmly behind the products we sell. Whether an item arrives damaged, has a manufacturing defect, or simply isn’t the right fit for your vision, we are here to help you find a satisfactory solution. This policy is your guarantee that your investment with us is a secure one, backed by a company that values your patronage and is dedicated to making things right.

II. Policy Overview and Key Definitions

Before delving into the specific scenarios, it is crucial to understand the general framework of our policy and define some key terms that will be used throughout this document.

General Summary

T&P 89 Decor LLC offers a 30-day return policy from the date of delivery for most items in new, unused, and resalable condition. To be eligible for a return, the item must be in its original packaging, with all tags and accessories included. We require a Return Merchandise Authorization (RMA) number to process all returns, which can be easily obtained by contacting our customer service team. Upon receipt and inspection of the returned item, we will initiate a refund to your original payment method or process an exchange for a different product.

Key Definitions

  • Return Merchandise Authorization (RMA) Number: A unique tracking number issued by our customer service team that must be included with your return. Returns received without a valid RMA number will be subject to significant processing delays and may be refused.

  • Original Condition: The state of the product and its packaging as it was when originally shipped to you. This means the product has not been used, planted in, soiled, scratched, altered, or damaged in any way.

  • Original Packaging: The manufacturer’s box, protective wrapping (e.g., foam, cardboard inserts), and any included documentation or tags. The packaging must be sufficient to protect the item during its return shipment to us.

  • Manufacturing Defect: A flaw in the product that occurred during its production, making it unfit for its intended purpose. Examples include glaze cracks in ceramic prior to use, unstable welding on a metal stand, or significant warping in a wood planter that affects stability.

  • Delivery Date: The date confirmed by the shipping carrier (USPS, UPS, FedEx, etc.) that the package was delivered to your specified address. This is the date from which the 30-day return window begins.

III. Detailed Eligibility: What Can and Cannot Be Returned

Not all situations are created equal. The following sections provide a meticulous breakdown of what qualifies for a return or refund under various circumstances.

Eligible for Full Refund or Exchange

You are eligible to request a full refund or exchange for any reason within 30 days of delivery if the product meets the following criteria:

  1. Change of Mind / Wrong Item Ordered: You simply decided the product isn’t right for your space, the color looks different in person, or you ordered the wrong size.

  2. Unopened and Unused: The product is in its original, sealed packaging and has never been removed or used in any capacity.

  3. Resalable Condition: The product and its packaging are in a perfect state, free of any marks, scratches, or odors, and can be resold as new to another customer.

Eligible for Full Refund, Exchange, or Partial Refund

In certain scenarios, you may have multiple resolution options, including keeping the product at a discounted rate.

  1. Damaged Upon Arrival: The product was damaged during the shipping process. This must be reported to us within 7 calendar days of delivery.

    • Required Evidence: Clear, high-resolution photographs of the damaged product and all packaging materials (the shipping box, internal padding) are mandatory.

    • Resolution Options: We will typically offer either a full refund (including original shipping costs) once the item is returned, or we will ship a free replacement immediately, often without requiring you to return the damaged item (at our discretion).

  2. Manufacturing Defect: The product has a verified flaw that was present upon arrival.

    • Required Evidence: Clear photographs or a short video clearly displaying the defect.

    • Resolution Options: Similar to damage, we will offer a full refund upon return or a free exchange for a new, non-defective unit.

Not Eligible for Return or Refund

To maintain fairness and the integrity of our products, the following items and situations are generally not eligible for return or refund:

  1. Used or Soiled Items: Any planter that shows signs of use, including but not limited to:

    • Stains from soil, water, or fertilizer.

    • Mineral deposits or water rings.

    • Scratches on the interior or exterior from tools or rocks.

    • Lingering odors.

  2. Altered or Modified Products: Any item that has been intentionally altered, drilled (for additional drainage beyond what was provided), painted, or otherwise modified from its original state.

  3. Items with Missing or Damaged Packaging: Products returned without the original packaging, or with packaging that is damaged to the point where the product can no longer be protected, are not resalable and cannot be accepted.

  4. Final Sale Items: Certain items, which will be clearly marked as “Final Sale” on the product page, cannot be returned or exchanged. This typically applies to clearance items, heavily discounted products, or special order pieces.

  5. Return Shipping Damage: Items that are damaged on their return journey to us due to inadequate packaging. It is the customer’s responsibility to ensure the return is packaged securely.

IV. The Step-by-Step Return Process

To ensure a smooth and efficient return, please follow these steps meticulously. Deviating from this process may result in delays or refusal of your return.

Step 1: Initiate the Return Request (Within 30 Days of Delivery)

The first and most critical step is to contact our customer service team to request an RMA number. Returns shipped to us without an RMA number will not be processed.

  • Contact Method: Email us at sales@polypots.vn or call us at +84 90 872 2488.

  • Information to Provide:

    • Your full name and order number.

    • The product(s) you wish to return and the quantity.

    • The reason for the return.

    • For damaged/defective items: Attach the required photographs.

Step 2: Receive Your RMA Number and Instructions

Once our team reviews your request, we will email you a unique RMA number along with detailed instructions, including the correct warehouse address to ship your return. Do not send returns to our corporate office in Wyoming, as this will cause significant delays.

Step 3: Package the Item Securely

Carefully repackage the item in its original, undamaged packaging, including all padding, inserts, and documentation. If the original packaging is unavailable, you must use a suitable replacement with sufficient padding (e.g., bubble wrap, packing peanuts) to prevent damage during transit. Write the RMA number clearly on the outside of the shipping box. Packages without a visible RMA number may be processed incorrectly.

Step 4: Ship the Return Package

Ship your return package using a traceable and insured shipping carrier (e.g., USPS Priority Mail, UPS, FedEx). We highly recommend this, as we cannot be responsible for return packages that are lost or damaged in transit.

  • Return Shipping Costs:

    • Customer-Paid: For returns based on “change of mind” or “wrong item,” the customer is responsible for the return shipping costs.

    • Company-Paid: For returns due to our error (e.g., we sent the wrong item) or for verified damaged/defective items, we will provide a prepaid shipping label or reimburse you for reasonable return shipping costs.

Step 5: Our Receipt and Inspection

Once we receive your return at our warehouse, our quality control team will inspect the item to ensure it meets our return eligibility criteria. This process typically takes 3-5 business days from the date we receive the package.

Step 6: Resolution Processing

After a successful inspection, we will process your requested resolution.

  • For Refunds: The refund will be issued to your original payment method (credit/debit card, PayPal, etc.). Please allow 5-10 business days for the refund to be fully processed and appear in your account. You will receive a confirmation email once the refund has been initiated.

  • For Exchanges: If the desired exchange item is in stock, we will process the order for shipment immediately. If it is out of stock, we will contact you to discuss alternative options, including a refund.

V. Specific Scenarios and Their Resolutions

Damaged or Defective Items

We treat reports of damage or defects with the utmost seriousness. Our process is designed to resolve these issues as quickly as possible for you.

  1. Report Immediately: Contact us within 7 days of delivery with photos of the damage/defect and the packaging.

  2. Assessment: Our team will assess the photos to determine the best course of action.

  3. Common Resolution: In most cases, to save you the hassle of repackaging and returning the item, we will ship a replacement to you free of charge and may not require you to return the damaged unit. In some cases, we may require the damaged item to be returned for quality analysis, and we will provide a prepaid label.

Incorrect Item Received

If you receive an item that you did not order:

  1. Contact us immediately at sales@polypots.vn with your order number and a photo of the item you received.

  2. We will apologize for the error and arrange for the correct item to be shipped to you at no additional cost.

  3. We will provide a prepaid shipping label for you to return the incorrect item.

Late Returns (Beyond 30 Days)

Requests for returns made after the 30-day window will be considered on a case-by-case basis and are granted solely at our discretion. If approved, a restocking fee of 20% may be applied to the refund amount to cover the costs associated with processing an out-of-policy return and the diminished resale value of the product.

VI. Refund Specifics: Methods and Timelines

Understanding the journey of your refund is key to managing expectations.

  • Refund Method: All refunds are processed back to the original payment method used for the purchase. We cannot issue refunds to a different card or account for security reasons.

  • Refund Timeline Breakdown:

    1. Inspection Period: 3-5 business days after we receive the return.

    2. Processing by T&P 89 Decor: 1-2 business days after approval.

    3. Bank/Card Processor Period: 5-10 business days for the refund to be posted to your account. This timeframe is controlled entirely by your financial institution and can vary. Credit card refunds are often faster than debit card refunds.

  • Partial Refunds: In instances where a returned item is not in “like-new” condition but we deem it acceptable to offer a partial resolution, we may issue a partial refund at our discretion, and the item will become your property.

VII. Exchanges

Exchanges are processed for a product of equal value. If the desired exchange item is of a higher value, you will be charged the difference. If it is of a lower value, we will refund you the difference. The process for an exchange follows the same return procedure outlined above, but you must specify at the RMA request stage that you desire an exchange and indicate the specific product you wish to receive.

VIII. International Returns

For our valued international customers, the return process is similar, with a few key distinctions:

  • You are responsible for all return shipping costs, including any applicable customs duties or taxes incurred during the return shipment.

  • We strongly recommend declaring the package as “Returned Goods” to avoid unnecessary import taxes on our end.

  • The refund will be issued in U.S. Dollars (USD). The amount you receive in your local currency will depend on your bank’s exchange rate at the time of the refund, which may differ from the original purchase rate.

IX. Contact Information for Returns

For any questions regarding this policy or to initiate a return, please contact our dedicated support team:

  • Email: sales@polypots.vn (Preferred for initial requests, as it allows for photo attachment)

  • Phone: +84 90 872 2488 (For immediate guidance)

  • Hours: Monday-Friday, 8:00 AM – 6:00 PM MST

We reserve the right to amend this Refund and Return Policy at any time. Any changes will be promptly communicated by updating this page on our website. This policy is designed to be fair and is a part of our commitment to ensuring your complete confidence when shopping with T&P 89 Decor LLC.