Refund policy

Return and Refund Policy

At TERVALO HOME, we want every customer to feel confident when purchasing from us. We offer a customer-friendly 30-day return policy with free return shipping for eligible returns.

30-Day Return Period

You may request a return within 30 calendar days after your order is marked as delivered.

To start a return, contact us:

Email: nature@tervaloliving.com
Phone: +1 (708) 664-7676

Please provide your order number and the reason for the return. If the product arrived damaged, defective, incomplete, or incorrect, please also provide clear photographs of the product, packaging, and shipping label.

Do not send a product back before receiving return instructions from us.

Return Eligibility

A product is eligible for return as long as:

The return request is submitted within 30 calendar days after delivery.
The product has not been damaged through misuse, neglect, improper modification, or intentional damage by the customer.
The product can be safely prepared for return transportation.

Customers may open, inspect, and assemble a product before deciding whether to keep it. Opening the packaging or assembling the product does not automatically make it ineligible for return.

Original packaging is preferred when available but is not required by itself for return eligibility. If the original packaging is unavailable, the customer must use suitable protective packaging to prevent damage during return transportation.

Products that arrived damaged or defective remain eligible for a free replacement or refund.

Free Return Shipping

TERVALO HOME covers the return shipping cost for all approved returns within our supported U.S. shipping area.

Customers will not be required to pay return shipping fees for:

Change-of-mind returns
Products that do not meet the customer’s expectations
Products that arrived damaged or defective
Products with missing components
Incorrect products
Eligible order cancellations after shipment

After approving the return, we will provide a prepaid return shipping label or arrange another appropriate return method.

Customers should not purchase their own return label unless we provide written instructions to do so.

Damaged, Defective, Incomplete, or Incorrect Products

If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible.

Please provide:

Your order number
Clear photographs of the product
Photographs of the outer packaging
A photograph of the shipping label
A brief description of the issue

After reviewing the information, we will offer an appropriate solution, which may include:

Free replacement parts
A free replacement product
A full refund

The customer will not be charged for replacement shipping, return shipping, or restocking fees.

Do not discard the product or packaging until we provide instructions. In some cases, returning the damaged product might not be necessary.

Furniture and Assembly

Our furniture and storage products are shipped flat-packed and disassembled. An assembly instruction manual is included, and customer assembly is required after delivery.

Customers may assemble the product to inspect its appearance, fit, and function. Assembly alone does not prevent an otherwise eligible return.

Damage caused by ignoring the assembly instructions, using improper tools, unauthorized modification, misuse, or incorrect installation is not considered shipping damage or a product defect.

Refunds

After the returned product is delivered to us and inspected, we will notify you whether the refund has been approved.

Approved refunds include:

The eligible product purchase price
Applicable sales taxes
The original standard shipping charge when the complete order is returned

There is no return shipping fee and no restocking fee for an approved return.

Refunds will be issued to the original payment method within 10 business days after approval. Your bank or card provider may require additional time to display the refund.

If more than 15 business days have passed since we approved your refund, contact us at nature@tervaloliving.com.

Exchanges and Replacements

Damaged, defective, incomplete, or incorrect products are eligible for a free replacement, subject to product availability.

We cover all approved replacement and return shipping costs.

If a replacement is unavailable, we will offer a full refund.

For other return reasons, customers may request a refund and place a new order for another product.

Order Changes and Cancellations

Orders are generally processed within 1–2 business days.

To request an order change or cancellation, contact us as soon as possible. We will make a reasonable effort to accommodate the request before fulfillment.

If the order has already shipped, we will provide free return instructions after delivery.

If we cannot ship the order within the stated timeframe, we will notify the customer and provide applicable options, including accepting the delay or canceling the order for a full refund.