TUHOME RETURN CARE
Overview
You have 30 days from delivery to request a return. This page explains what TUHOME covers, what we do not cover, and how returns, replacements and refunds work.
1. Damaged or defective products (covered by TUHOME)
TUHOME covers products that arrive damaged from transport, or that have a manufacturing defect. This includes missing parts and incorrect items.
· Report it within 14 days of delivery to the address on the order. Please send photos or a video of the product and its packaging as evidence.
· There is no charge for replacements, as long as the evidence of the damage is sent.
· TUHOME decides whether to replace or refund, depending on how many pieces are affected:
· If more than 50% of the product is damaged, we replace the full product.
· If 50% or less is damaged, we replace only the affected part.
· When the issue comes from manufacturing or transport, we may refund the money instead of replacing.
· TUHOME assumes all the costs of the resolution, including return freight when a return is needed.
2. Change of mind (not covered, but a refund is possible)
If you change your mind, or are not satisfied with your perception of the product's quality, you can return it within 30 days of delivery.
· The product must be unused, in its original packaging, with proof of purchase.
· The customer pays the return freight to our warehouse. If TUHOME provides the shipping label, its cost is deducted from the refund.
· We refund the money only if the product arrives at our warehouse in good condition. The original delivery cost is not refunded.
3. What we do not cover
· Damage caused by improper assembly, modifications or mishandling.
· Custom or special-order items, clearance and discontinued items, gift cards, and hazardous materials.
4. How to start a return or a claim
Contact us through our webchat, by phone, or by email at customerservicetuhome@rta.com.co. If your request is accepted, we will send you instructions on how and where to send the product. Products sent back without requesting a return first will not be accepted.
5. Exchanges
If you would like a different color, size or product, contact us within 30 days of delivery. The process is similar to a return. The customer assumes all exchange costs, including shipping, and return shipping is deducted from the refund.
6. Refunds
Once we receive and inspect the product, we will tell you whether the refund was approved. If approved, it goes back to your original payment method. Your bank or card company may need some time to post it.
7. Showroom and dealer accounts
Showrooms handle returns with their own customers, supported by TUHOME vendor support. The same rules apply, including the 30-day return window, and any refund or replacement goes to the showroom. The 14-day reporting period for damage starts at delivery to the end customer's address.
