Order Cancellation

• ≤ 72 hours of order placement
  • Orders can be cancelled at no charge within 72 hours of order placement.  Please contact us at 866 436 0880 or [email protected]
• ≥ 72 hours of order placement
  • Orders can be cancelled for a 25% restocking charge after 72 hours and within 10 days of order placement. Please contact us at 866 436 0880 or [email protected].  Orders cannot be canceled after ten days of order placement

Damaged, Defective, or Incorrect Items

Please review your item(s) upon delivery.  If you receive a damaged, defective, or incorrect item, please contact us, within 72 hours of items(s) of receipt, via phone or email, and we will make it right for you, which may include return of the defective or damaged item:

• TELA Phone: 866 436 0880
• TELA Email: [email protected]

General comments:

• Upon delivery, thoroughly inspect item(s). If you need to store your item(s) for an extended period of time, please be sure to inspect the items(s) during the 72 hours claims window
• If damage is noted upon receipt:
  • If an item is structurally damaged and completely unusable, refuse delivery of the damaged item
  • If an item is not structurally damaged and is usable, accept delivery and sign off with the carrier “Damaged Upon Arrival“
• Photograph the item(s) and packaging
  • Photographs must be clear and emailed to us with your claim within 72 hours of item(s) delivery
• Do not refuse undamaged items, you are responsible for all redelivery costs, including but not limited to storage fees
• The customer may be responsible for any labor and/or shipping of item(s)

Return Policy

We want you to be delighted with your new purchase. If you are unsatisfied with a delivered item, you must contact us within 72 hours of delivery. We will discuss options to make it right for you, which may include return of the item to our warehouse.  We only accept returns of like-new undamaged items, unless the item was found to be damaged or defective upon delivery.  We do not accept returns of used items

• TELA Phone: 866 436 0880
• TELA Email: [email protected]

• Details for initiating a return:
  • All items approved for return must be properly and securely packaged.  Once you have properly and securely packaged the return item please take photos of the item from all angles and email the photos to us at [email protected]. The cost of damage caused to returned items by improper packaging will be charged to the customer
  • Upon receipt of the photos of your properly packaged return item, we will provide you with our warehouse delivery destination address
  • Please clearly label the return delivery address and your order number on the packaging of the item you are returning
  • The shipment of the returned item is to be independently arranged and paid for by the customer.  The returned item must be received back to our warehouse within 30 days from the delivery of the item 
  • Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier
  • As soon as the returned item is received back to our warehouse in good condition our team will issue your refund, less a 25% restocking fee, within five days
  • We are only able to issue refunds via the original method used for payment on the order. It may take up to five (5) business days for credit to appear. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund

Additional Comments:

• Custom orders are not able to be returned or refunded
• TELA is not responsible for third party costs
• Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded

Warranty

Our warranty covers manufacturing defects in TELA furniture.

Our warranty starts from the date of item delivery and lasts for two (2) years on any metal or solid wood structural failures and one (1) year for soft parts and workmanship related failures

If a replacement part is required, a replacement part will be provided at no charge with a lead time of 14-24 weeks. The customer is responsible for any labor and/or shipping charges on the replacement part(s). For the 1-year warranty on soft parts and workmanship related failures, TELA, will reimburse local repair charges under the conditions that 1) The repair service quote is first approved by TELA and 2) TELA does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

Our warranty does not cover:

• Marble, paint, fabric, leather, metal finish, wood finish, fiberglass, foams, plywood, veneers, cushioning, and coating materials that have experienced abuse
• Any problem that is caused by other abuse, misuse or an act of nature (such as wind, flood, freezing water – including splitting and breakage from water accumulation in tubing), animal damage, burn marks (including those resulting from sunlight passing through glass filled with liquid which can at certain times act as a magnifying lens), fading, staining and mildewing of fabrics, compression of cushion fillings/fiber, and failure to take reasonable care of the furniture including proper care and maintenance is neither covered
• Consequential and incidental damages are not recoverable under this warranty
• Warranty coverage terminates if you sell or otherwise transfer the furniture. If the products are removed from the mainland US & Canada, the warranty is considered void

For any warranty inquiries, please contact us:

• TELA Phone: 866 436 0880
• TELA Email: [email protected]

Changes to Terms and Conditions and to Site

TELA reserves the right to modify or change the terms of use of this site with or without notification