Return & Refund Policy

1. Overview

At Thexrovaphol, we are committed to delivering exceptional garden furniture restoration services that meet or exceed your expectations. This Return & Refund Policy outlines the terms and conditions governing returns, refunds, and satisfaction guarantees for our restoration services.

Please read this policy carefully. By engaging our services, you agree to the terms outlined below. If you have any questions or concerns, please contact us before proceeding with service.

2. Service Satisfaction Guarantee

We stand behind the quality of our craftsmanship. All restoration work is backed by our satisfaction guarantee, which ensures that the completed work meets the standards agreed upon in your service quote and contract.

2.1 Inspection Period

Upon delivery or pickup of your restored furniture, you will have 7 days to inspect the completed work. During this period, you may identify any issues or concerns that do not meet the agreed-upon standards or specifications.

To qualify for our satisfaction guarantee, issues must:

• Relate to workmanship or materials specified in the service agreement
• Be reported within the 7-day inspection period
• Not result from misuse, accidents, or modifications after service completion
• Be documented with clear photos or descriptions

3. Refund Eligibility

3.1 Full Refund Conditions

A full refund may be available in the following circumstances:

• Cancellation Before Work Begins: If you cancel your service before any restoration work has commenced, you will receive a full refund of any deposit or payment made, minus a $50 administrative fee.
• Service Not Performed: If we are unable to provide the agreed-upon service due to circumstances within our control, you will receive a full refund.
• Unsatisfactory Workmanship: If the completed work does not meet the standards specified in your service agreement and cannot be corrected to your satisfaction, a full or partial refund may be issued at our discretion.

3.2 Partial Refund Conditions

Partial refunds may be considered when:

• Work has been partially completed but cannot be finished due to unforeseen circumstances
• Minor issues exist that do not significantly impact the overall quality but cannot be resolved
• You choose to terminate service after work has begun but before completion

3.3 Non-Refundable Situations

The following situations are generally not eligible for refunds:

• Damage resulting from misuse, accidents, or modifications after service completion
• Changes to your preferences or requirements after work has begun
• Normal wear and tear that occurs after the warranty period
• Issues not covered under the original service agreement
• Cancellations made less than 48 hours before scheduled pickup (deposits may be forfeited)

4. Return Process

4.1 Requesting a Return or Refund

To initiate a return or refund request, please follow these steps:

1. Contact Us: Reach out to us within the inspection period via phone at +1 (212) 457-2245 or email at info@thexrovaphol.world
2. Provide Documentation: Submit clear photos and a detailed description of the issue or reason for the return request
3. Review: Our team will review your request and may request additional information or schedule an inspection
4. Resolution: We will work with you to resolve the issue, which may include repair, replacement, or refund

4.2 Response Time

We aim to respond to all return and refund requests within 2 business days. Complex cases may require additional time for evaluation, and we will keep you informed throughout the process.

4.3 Furniture Return

If a refund is approved and you have already received your furniture, you may be required to return the items to our workshop. We will coordinate pickup if you are within our service area. Transportation costs for returns due to customer preference changes may be the customer's responsibility.

5. Warranty Coverage

All restoration work includes a workmanship warranty, the duration of which depends on your selected service package:

• Essential Refresh: 1 year warranty on workmanship
• Complete Restoration: 2 years warranty on workmanship
• Premium Transformation: 5 years warranty on workmanship

Warranty coverage includes defects in workmanship, material failures related to our application, and premature deterioration under normal use conditions. Warranty does not cover damage from:

• Accidents, misuse, or abuse
• Extreme weather conditions beyond normal outdoor exposure
• Modifications made by parties other than Thexrovaphol
• Natural wood movement or material aging
• Pre-existing structural issues that were not addressed in the original agreement

6. Payment and Refund Processing

6.1 Payment Methods

We accept the following payment methods:

• Major credit cards (Visa, MasterCard, American Express, Discover)
• Personal or business checks
• Bank transfers
• Cash (for in-person transactions only)

6.2 Refund Processing Time

Once a refund is approved, processing typically takes 5-10 business days. Refunds will be issued to the original payment method used for the transaction. If the original payment method is no longer available, alternative arrangements will be made.

6.3 Deposit Policy

For services exceeding $500, we may require a deposit to secure your booking. Deposits are typically 30-50% of the total service cost. Deposit refunds are subject to the cancellation terms outlined in this policy.

7. Dispute Resolution

If you are not satisfied with our resolution of a return or refund request, we encourage you to contact us directly to discuss your concerns. We are committed to finding a fair and reasonable solution.

For disputes that cannot be resolved through direct communication, the matter will be governed by the dispute resolution procedures outlined in our Terms of Use, which may include mediation or arbitration.

8. Cancellation Policy

8.1 Customer Cancellations

You may cancel your service booking at any time. Cancellation terms vary based on timing:

• More than 48 hours before scheduled pickup: Full refund of deposit minus $50 administrative fee
• 24-48 hours before scheduled pickup: 50% of deposit refunded
• Less than 24 hours before scheduled pickup: Deposit is non-refundable
• After work has begun: Refunds are calculated based on work completed and materials used

8.2 Our Cancellations

We reserve the right to cancel a service booking if we determine that the furniture cannot be safely restored, poses a health or safety risk, or if other circumstances prevent us from providing quality service. In such cases, you will receive a full refund of any payments made.

9. Contact Information

For questions about returns, refunds, or this policy, please contact us:

10. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes in our practices or legal requirements. Updates will be posted on this page with a revised "Last Updated" date. Your continued use of our services after changes become effective constitutes acceptance of the updated policy.

We recommend reviewing this policy periodically to stay informed about our return and refund procedures.