Order Cancellation

• Within 72 hours of placing your order.
  • Orders can be canceled at no charge within 72 hours of order placement.  Please contact us at (866) 436-0880 or [email protected].
• More than 72 hours – but no later than 10 days – after placing your order.
  • Orders can be canceled for a 25% cancellation fee 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 inspect your item(s) upon delivery. If you receive a damaged, defective, or incorrect item, please contact us by phone or email within 72 hours of delivery. TELA will evaluate the issue and determine the appropriate remedy. The 72-hour reporting requirement applies to damage, defects, or discrepancies apparent at delivery and does not limit claims for manufacturing defects discovered later and covered by this warranty.

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

Delivery Inspection Requirements:

• 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 item(s) during the 72-hour claim window.
• If an item is damaged:
  • If an item is structurally damaged and completely unusable, refuse delivery of the damaged item.
  • If an item has minor damage and is not structurally damaged, accept delivery and write “Damaged Upon Arrival” on the delivery receipt before signing it.
  • Photograph the item and its packaging.
    • Photographs must be clear and emailed to us with your claim within 72 hours of delivery.
• Do not refuse delivery of undamaged items. You will be responsible for all redelivery costs, including but not limited to storage fees.

Return Policy

We want you to be delighted with your new purchase. If your merchandise arrives damaged, defective, or incorrect, please contact us within 72 hours after delivery. TELA will promptly address your concern and determine the appropriate remedy, which may include repair, replacement parts, replacement of the merchandise, or, when the problem cannot reasonably be corrected, an approved return and refund. We do not accept returns based on preference, including differences in color, comfort, dimensions, or appearance, and we do not accept returns of used merchandise.

• 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 customer is responsible for damage caused by inadequate or improper return packaging. The cost of repairing this damage will be deducted from the customer’s refund.
  • Upon receipt of the photos of your properly packaged return item, we will provide you with our warehouse return address.
  • Please clearly display the provided return address and your order number on the packaging of the merchandise you are returning.
  • For an approved return of damaged, defective, or incorrect merchandise, TELA will arrange and pay for return shipping. The customer must follow TELA’s packaging and return instructions.
  • The original White Glove Delivery charge is nonrefundable once the service has been provided.
  • Once the returned item is received at our warehouse, TELA will inspect it and issue any approved refund within five (5) business 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 the credit to appear. If the original payment method is no longer available, we will be happy to issue a store credit equal to the amount of the refund.

Additional Comments:

• Custom and made-to-order merchandise cannot be returned or refunded except when the merchandise is damaged, defective, or incorrect and TELA determines that the problem cannot reasonably be corrected. Custom and made-to-order merchandise includes furniture produced in a customer-selected size, configuration, leather, fabric, color, stitching, leg, finish, or other option.
• TELA is not responsible for third-party expenses, including moving, installation, storage or contractor charges.
• Approved returns must be received by TELA within 30 days after TELA authorizes the return and in the same condition in which they were delivered, except for the damage or defect that was the basis for the return.

Warranty

Our warranty covers manufacturing defects in TELA furniture.

Our warranty begins on the date of delivery and covers manufacturing defects in the internal structural frame and factory-installed electric reclining mechanisms for two (2) years. Manufacturing defects in upholstery materials and upholstery workmanship are covered for one (1) year.

If a covered defect requires a replacement part within the warranty period, TELA will provide it at no charge. TELA will either arrange the repair or reimburse approved local repair charges. If the customer arranges the repair, TELA must approve the repair estimate in writing before work begins. TELA does not guarantee work performed by an independently selected repair service and is not liable for additional compensation resulting from unsatisfactory repair work.

Our warranty does not cover:

• Damage caused by abuse, misuse, accidents, improper cleaning or maintenance, pets, staining, burns, water, fire, flooding, extreme temperatures, direct sunlight, excessive moisture or other environmental conditions.
• Normal wear and changes resulting from ordinary use—including fading, fabric pilling, leather creasing, and normal compression or settling of cushioning materials and fibers.
• Consequential and incidental damages are not recoverable under this warranty.
• Warranty coverage terminates if the original purchaser sells or otherwise transfers the merchandise. The warranty is void if the merchandise is located outside the contiguous United States or Canada.

For any warranty inquiries, please contact us:

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

Changes to This Policy

The warranty and policies applicable to an order are those in effect on the date the order is placed. TELA may update these policies prospectively by posting a revised version on this website.