Refund Policy

This Refund Policy explains when and how Teosmart sp. z o.o. refunds credit purchases and furniture orders placed through the Service. It is part of, and should be read together with, our Terms of Service.

Credits purchased through the Service can be refunded within 14 calendar days of the original transaction, provided the credits have not yet been spent. Bonus credits awarded as part of a bulk purchase are deducted from the refundable balance and are not paid out in cash.

To request a refund email [email protected] from the address on file with the order reference. Refunds are made via bank transfer to the originating account and typically arrive within five business days of approval.

Standard catalogue pieces benefit from the statutory 14-day right of withdrawal under EU consumer law where you are a consumer. You must notify us in writing within 14 days of receiving the item, and return the piece in its original condition and packaging. Outbound and return freight is at your expense.

Made-to-order, customised, finished-to-spec and contract pieces are excluded from the statutory right of withdrawal in line with EU Directive 2011/83/EU article 16(c). Cancellations of in-progress custom work are subject to a fee that covers materials, atelier time, and any committed third-party costs.

Inspect every shipment at the point of delivery. If the item arrives damaged or is not as ordered, contact [email protected] within 48 hours with photographs and we will arrange repair, replacement or full refund at our cost. Concealed damage discovered later is evaluated case by case.

• Credits already redeemed against purchases.
• Bonus credits awarded as part of a promotion.
• Bespoke design fees and finalised sample charges.
• Outbound freight on consumer returns.

Refunds are issued in the currency of the original transaction. If your bank converted the original payment, the refunded amount in your local currency may differ from the amount originally debited because of exchange-rate movements. Teosmart is not responsible for these differences.

We encourage you to contact us before initiating a chargeback. Where a chargeback is filed before we have had a reasonable opportunity to resolve the issue, we reserve the right to suspend the related account until the dispute is closed.

Refund requests: [email protected]. Delivery and damage issues: [email protected]. Please include your order reference, the date of purchase and a clear description of the issue.