Refund and Return Policy

I. Our Policy Philosophy: A Foundation of Fairness and Trust

At TP MEDIA LLC, we are deeply committed to your complete satisfaction. We take immense pride in the quality, design, and craftsmanship of every item we curate and sell. We are confident that you will love your new furniture as much as we do. However, we also recognize that purchasing furniture online comes with a unique set of considerations. You need to be sure that if an item doesn’t fit your space, match your aesthetic, or arrive in anything less than perfect condition, you are protected.

This comprehensive Refund and Return Policy is designed with that very principle in mind: to empower your purchase decision with clarity and confidence. Our policy is not just a set of rules; it is a reflection of our commitment to standing behind our products and ensuring a fair and transparent resolution process for every customer. We have structured it to be as generous and straightforward as possible, because we believe that a trustworthy return policy is a cornerstone of a superior online shopping experience. Please read the following information carefully to understand your rights and responsibilities, as well as our obligations to you.

II. The 30-Day Return Window: Your Time to Decide

We offer a 30-day return policy from the date of delivery for most of our items. This provides you with a full month to unbox, assemble, and live with your new furniture to ensure it meets your expectations in terms of size, function, and style.

  • What This Means: If you change your mind about a purchase for any reason, or find that it isn’t quite right for your home, you have 30 days from the day your order was delivered to your specified address to initiate a return request.

  • Initiating a Return: To start the process, you must contact our customer service team at lethanh1885@gmail.com within this 30-day window. Please include your order number and the specific item(s) you wish to return. Our team will then guide you through the subsequent steps and provide you with a Return Merchandise Authorization (RMA) number. Returns will not be accepted without a valid RMA number.

III. Eligibility Criteria: Conditions for a Successful Return

For a return to be accepted and processed for a refund, the item must meet specific conditions to ensure its resale value. This is standard practice that allows us to maintain our competitive pricing by minimizing losses from damaged goods.

The item must be:

  1. In Its Original, Unassembled State: The product must be returned in the exact same condition it was received. If the item required assembly, it must be carefully disassembled and packed securely.

  2. In Original Packaging: All original boxes, packaging materials, styrofoam, and protective wraps must be retained and used for the return. The item must be repacked in its original manufacturer’s packaging to prevent damage in transit. Items returned without original packaging may be subject to a significant restocking fee or may be refused.

  3. Unused and Unmarked: The product must be in brand-new, unused condition. There must be no signs of wear, scratches, stains, tears, or any other damage. It must be free of odors (e.g., smoke, pet, food).

  4. Complete: All parts, hardware, manuals, and accessories that were originally included must be returned. Missing components will result in deductions from your refund.

IV. Non-Returnable Items and Situations

To protect all of our customers and maintain the integrity of our products, certain items and situations are explicitly excluded from our standard return policy.

  • Final Sale / Clearance Items: Any item marked as “Final Sale,” “Clearance,” or “As-Is” at the time of purchase is not eligible for return or exchange. These items are typically heavily discounted and are sold with this understanding.

  • Custom or Made-to-Order Products: Furniture that has been customized at your request (e.g., specific fabric, finish, or dimensions) cannot be returned unless it arrives damaged or defective.

  • Opened or Used Upholstered Items: For clear health and hygiene reasons, any upholstered item (e.g., sofas, fabric chairs, mattresses) that has been unsealed from its original plastic packaging, assembled, or used cannot be returned unless it is due to a manufacturing defect.

  • Modified or Altered Products: Any item that has been altered, modified, stained, or repaired by the customer is not eligible for return.

  • Items Damaged by the Customer: Damage that occurs during customer assembly, during use, or during the repackaging process is not covered under this policy.

V. The Return Process: A Step-by-Step Guide

Navigating a return should be simple. We have broken down the process into clear, manageable steps.

Step 1: Initiate the Return Request (Within 30 Days of Delivery)
Contact our customer service team via email at lethanh1885@gmail.com with your order number and the reason for the return. This must be done within the 30-day window.

Step 2: Receive Your RMA Number and Instructions
Once your request is reviewed and approved, our team will email you a Return Merchandise Authorization (RMA) number along with detailed instructions on where and how to ship the return. Shipping the return without an RMA number will result in delays and potential refusal of the package.

Step 3: Securely Pack the Item
As outlined in the eligibility criteria, carefully disassemble (if applicable) and repack the item in its original manufacturer’s packaging with all included materials. We strongly recommend reinforcing the box with high-quality packing tape.

Step 4: Ship the Return
You are responsible for the cost and risk of shipping the return back to our designated returns warehouse. We highly recommend that you:

  • Use a trackable shipping service (e.g., UPS, FedEx).

  • Insure the package for its full value.

  • Retain the shipping receipt and tracking number until your refund is fully processed.
    TP MEDIA LLC is not responsible for return packages that are lost, damaged, or stolen in transit.

Step 5: Our Inspection and Your Refund
Once we receive your return at our warehouse, our quality control team will inspect it to ensure it meets all eligibility criteria. This process typically takes 3-5 business days from receipt.

  • If Approved: Your refund will be processed immediately. The funds will be issued to the original payment method used for the purchase. Please allow 5-10 business days for the refund to be reflected in your bank or credit card account, depending on their processing times.

  • If Not Approved: If the item does not meet our return conditions, we will contact you via email with an explanation. You may choose to have the item shipped back to you at your expense, or you may authorize us to responsibly dispose of the item.

VI. Refund Details: What to Expect

Transparency in financial transactions is key. Here is a detailed breakdown of what your refund will include.

  • Refund Amount: For standard returns (change of mind, wrong size, etc.), you will be refunded the full product price you paid.

  • Deductions: Please note that the original shipping charges are non-refundable. If you received free shipping as part of a promotion, the standard shipping cost that was waived may be deducted from your refund.

  • Restocking Fees: A 15% restocking fee will be applied to any return that is missing its original packaging, is missing parts, or shows minor signs of handling that prevent us from reselling it as new. This fee covers the cost of repackaging and the diminished value of the product.

  • Refund Method: All refunds are processed back to the original payment method used for the order. We cannot issue refunds to an alternate card or payment account for security reasons. If you used Apple Pay or Google Pay, the refund will be processed back to the card linked to that wallet.

VII. Damaged, Defective, or Incorrect Items

Your right to a perfect product is absolute. Our standard return policy for change of mind is separate from your warranty rights and our obligation to correct our errors.

If Your Item Arrives Damaged or Defective:

  1. Do Not Refuse the Delivery. Accept the delivery and note any visible damage on the carrier’s delivery receipt.

  2. Inspect Immediately. Unbox and inspect the item thoroughly within 48 hours of delivery.

  3. Contact Us. Email us at lethanh1885@gmail.com immediately with your order number, a description of the damage or defect, and clear, well-lit photographs and/or a video showcasing the issue.

  4. We Will Resolve It. We will promptly arrange for a replacement part, a full replacement, or a full refund (including original shipping costs) at our discretion. In most cases, we will ship the replacement part or product to you immediately at no cost, and we will coordinate the return of the damaged item, also at our expense.

If You Receive an Incorrect Item:
If you receive an item that you did not order, please contact us within 7 days of delivery. We will arrange for the correct item to be shipped to you immediately and provide a prepaid shipping label for you to return the incorrect item at no cost to you.

VIII. Exchanges

We do not offer direct “exchanges.” The most efficient process for both you and us is to process a return for the unwanted item (following the standard return procedure) and then place a new order for the item you desire. This ensures you receive the new product as quickly as possible and allows us to manage inventory accurately.

IX. Frequently Asked Questions (FAQ)

Q1: Who pays for return shipping?
A: For returns due to change of mind, size, or style, the customer is responsible for the return shipping costs. For returns due to our error (wrong item shipped) or a damaged/defective product, we will cover all return shipping costs.

Q2: Can I return a item after 30 days?
A: Returns are only accepted within the 30-day window. After 30 days, all sales are considered final, except for manufacturing defects which may be covered under our separate product warranties.

Q3: What if I lost the original packaging?
A: Original packaging is a strict requirement for returns. If you no longer have it, your return may be refused, or a significant restocking fee (at least 15%) will be applied to cover the cost of repackaging and the product’s loss in value.

Q4: How long will it take to get my refund?
A: After we receive and inspect your return (3-5 business days), we process the refund immediately. It can then take 5-10 additional business days for your bank or credit card company to post the refund to your account.

Q5: What if my item is too large to ship back easily?
A: We understand that shipping large furniture can be a challenge. For large items (e.g., beds, large tables), we may, at our discretion and depending on your location, be able to arrange a pickup for the return. However, the cost of this pickup will be deducted from your refund. Please contact us to discuss options for oversized items.

We strive to make the return process as fair and hassle-free as possible. Our customer service team is here to help guide you through every step. Thank you for trusting TP MEDIA LLC.