Customer Service
Return Policy TEMA
Return Policy Requirements:
By placing an order with Tema Hospitality, you acknowledge and agree to comply with our Return and Refund Policy. We encourage you to review the policy carefully to ensure a smooth and transparent process should you need to return any items or request a refund.
How It Works ?
Contact Our Team
Tell us your order number and the reason for your return.
Wait for Confirmation
Receive return approval and shipping instructions.
Pack & Document
Pack securely and take photos or videos before shipping.
Ship the Item Back
Keep your shipping receipt and tracking number.
Inspection & Resolution
We inspect the returned item before confirming the next step.
Detailed Return Guidelines & FAQs :
1. How can I return my order?
To return your order, please ensure the following:
- The product must be in unused condition, with its original packaging unopened and the packing label intact.
- Returns are valid within 14 days from the purchase date.
- Custom products cannot be returned or exchanged, including products with embroidery, customized sizes outside our standard size chart, or other customized specifications.
- The product must be packed properly and securely before being returned. Customers are required to ensure that the package is well protected to prevent damage during transportation.
- Photos or videos of the product and its packaging must be taken before the package is handed over to the shipping company. Please keep this documentation until the return or exchange process has been completed.
- For exchanges, the original item must be returned and received by TEMA Hospitality first. After the returned item has been received and inspected by our team, the replacement item will be prepared and shipped. The replacement item will not be sent before the original item is returned.
If your item meets the above criteria, contact our customer support team to initiate the return process. Note that TEMA reserves the right to refuse returns in cases of product misuse.
2. What happens if the returned item is lost or damaged during shipping?
Customers are responsible for ensuring that returned items are properly packed before handing them over to the shipping company.
If the returned item is lost or damaged while being handled by a third-party shipping or delivery company, TEMA Hospitality reserves the right to decline the return or exchange.
Customers are therefore advised to keep the shipping receipt, tracking number, and photos/videos of the package before shipment as supporting documentation.
3. What are the terms and conditions for returning a product?
The terms and conditions for returning a product are as follows:
- The product must be unused, with the original packaging unopened and the packing label intact.
- Products with defects such as tears, stains, or uneven stitching are eligible for return.
- Returns must be initiated within 14 days from the date of purchase.
- Custom products, including items with embroidery or sizes outside our size chart, cannot be returned or exchanged.
- TEMA reserves the right to decline returns or exchanges if there are signs of product misuse.
- For exchanges resulting from incorrect orders placed by the customer, all related costs are the customer’s responsibility.
4. How long does it take to receive a refund?
Refunds are typically processed within a few business days after the returned product has been received and inspected to ensure it meets the return policy requirements. The exact time may vary depending on your payment method and financial institution.
5. Will the shipping cost be refunded if I make a return?
If you need to return an item, we offer a fast and hassle-free return shipping process. You have the option to have the item picked up by us at no cost, making the return process completely free for you. Alternatively, you can deliver the item directly to our showroom, or use your preferred shipping service, with the cost of shipping being the responsibility of the sender. Please note that shipping costs will only be refunded if the return is due to a defective, damaged, or incorrect product. We strive to ensure a smooth and efficient return experience for you.
6. What should I do if the product I received is incorrect, damaged, or defective?
If the product you received is incorrect, damaged, or defective, please contact our customer support team immediately. Provide details about the issue, including photos if possible, so we can process your return or exchange quickly. We will arrange for free return shipping, either by picking up the item or providing you with further instructions. Once we receive the product and verify the issue, we will either send a replacement or issue a refund.
7. When will my replacement item be shipped?
For an exchange, the original item must be returned to and received by TEMA Hospitality first.
Once the returned item has been received and inspected by our team, and the return has been approved, we will proceed with preparing and shipping the replacement item. The replacement item will not be shipped before the original item has been returned and received by TEMA Hospitality.
8. Can TEMA Hospitality refuse a return?
Yes. TEMA Hospitality reserves the right to refuse a return or exchange if the returned item does not meet our Return Policy requirements, including but not limited to:
- The item is received dirty or damaged due to improper or inadequate packaging by the customer.
- The item is lost or damaged while being handled by a third-party shipping or delivery company.
- The item shows signs of misuse or does not meet the applicable return conditions stated in this policy.
9. What if I can't find the answer to my question?
If you can’t find the answer to your question, please feel free to contact us directly. You can reach us at +62 87862415858 or email us at info@temahospitality.com. Our customer support team will be happy to assist you.