Return & Refund Policy

At Tervokan™, we want every customer to have a clear and straightforward experience if a product needs to be returned.

Whether you are purchasing Christmas decorations, seasonal ornaments, tabletop décor, home accessories, or decorative accents for your living space, this policy explains our return period, return requirements, damaged-item handling, exchanges, cancellations, and refund procedures.

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1. Return Period

Eligible products may be returned within 30 days after delivery.

A return request must be submitted within this period.

To qualify for a standard return, the product should:

• Remain in the same general condition as when it was delivered
• Be unused and free from damage caused after delivery
• Include the original packaging where reasonably possible
• Include all accessories, decorative components, hardware, manuals, labels, or other items originally supplied
• Be accompanied by valid order information or proof of purchase

Products showing clear signs of use, improper handling, modification, intentional damage, or missing components may not qualify for a standard return.

For fragile decorative products, customers should repack the item carefully to help prevent additional damage during return transportation.

2. Starting a Return Request

Before returning any item, please contact:

service@tervokan.com

When submitting your request, please include:

• Your order number
• Product name
• Reason for return
• Photos of the product when relevant
• Photos of the packaging when relevant
• A brief explanation of the issue

After your request has been reviewed, our customer support team will provide the appropriate return instructions.

Where applicable, we may also provide return shipping information or additional instructions depending on the product and return reason.

Please do not send products back before receiving return authorization.

Unauthorized returns may not be accepted or may experience significant processing delays.

3. Damaged, Defective, or Incorrect Products

Please inspect your order shortly after delivery.

If your product arrives:

• Damaged
• Defective
• Broken
• Missing components
• Different from the product ordered
• In a condition that prevents normal decorative use

please contact us as soon as possible.

To review the issue, we may request clear photos or videos showing:

• The product
• The outer shipping package
• Internal protective packaging
• The shipping label
• The damaged or defective area
• Missing components where applicable

For fragile or decorative products, please keep the original packaging until your request has been reviewed.

After verification, we will determine an appropriate resolution based on the circumstances.

This may include:

• Replacement
• Replacement components
• Refund
• Partial refund
• Return instructions
• Another appropriate remedy

depending on the nature of the issue.

4. Decorative Product Variations

Some Tervokan™ products may include hand-applied finishes, textured surfaces, painted details, natural-looking materials, decorative patterns, or handmade-style elements.

Because of these characteristics, minor variations may occur between individual products.

Possible variations may include:

• Slight differences in color
• Texture variations
• Minor finish differences
• Small changes in pattern placement
• Slight differences in painted details
• Minor surface irregularities
• Small differences in decorative elements

These minor variations are not necessarily considered defects.

Product photography may also appear slightly different depending on lighting, screen settings, display calibration, and photography conditions.

If you believe the product you received has an actual manufacturing defect or shipping-related damage, please contact us with clear photos so we can review the issue.

5. Non-Returnable Products

Some products may not be eligible for return because of their condition, customization, prior use, or other applicable reasons.

Examples may include:

• Customized or personalized products
• Products made specifically according to a customer request
• Products that have been modified by the customer
• Used products showing significant wear or damage
• Products that have been painted, glued, cut, altered, or permanently changed after delivery
• Products missing important original components or accessories
• Gift cards
• Products clearly marked as final sale
• Certain clearance items where expressly stated before purchase
• Products that cannot reasonably be resold because of their condition

Original shipping charges may also be non-refundable unless the return results from a verified product defect, incorrect shipment, shipping damage, or another circumstance where reimbursement is required by applicable law.

If you are uncertain whether a product qualifies for return, please contact us before sending it.

6. Seasonal and Holiday Products

Tervokan™ offers Christmas decorations and other seasonal decorative products.

Seasonal products may have limited availability, particularly during holiday periods.

Eligible seasonal products remain subject to our standard 30-day return period, unless otherwise stated on the applicable product page.

Please note that:

• A product does not automatically become non-returnable simply because a holiday or seasonal event has passed
• Returned seasonal products must still meet the normal return condition requirements
• Products damaged through use, improper storage, or customer handling may not qualify for a standard return
• Final-sale seasonal items will be clearly identified where applicable

Customers purchasing décor for a specific event or holiday are encouraged to review product details and estimated delivery times carefully before ordering.

7. Product Size, Color, and Placement

Before ordering decorative products, customers should carefully review the available product information.

This may include:

• Product dimensions
• Material
• Color
• Decorative finish
• Intended placement
• Included components
• Weight
• Product photographs
• Assembly requirements, if any

Decorative products may appear larger or smaller in photographs depending on styling and perspective.

Customers are encouraged to check the listed measurements before ordering to ensure the product is suitable for the intended shelf, table, cabinet, mantel, desk, or room.

Returns caused by customer preference, size expectations, color preference, or unsuitable placement may still be accepted if the product otherwise meets the return requirements, but return shipping costs may be the customer’s responsibility unless otherwise required by law.

8. Exchanges

If you would like another size, style, design, color, version, or decorative product, the most efficient process is usually to return the original eligible item first.

After the original return has been approved, you may place a new order for the preferred item.

This allows each order to be processed separately and helps avoid delays caused by differences in inventory availability.

If you received an incorrect, damaged, or defective product, please contact us before placing another order.

Our customer support team will review the issue and provide the appropriate instructions.

9. EU Consumer Cancellation Rights

Customers receiving eligible orders within the European Union may have additional consumer rights under applicable EU law.

Where required by law, qualifying customers may cancel or return an eligible purchase within the applicable statutory cooling-off period.

Returned products should generally:

• Remain in acceptable condition
• Include original components and accessories
• Be securely packaged
• Include valid order information or proof of purchase

Certain products, including customized goods and products falling within applicable legal exceptions, may not qualify for cancellation rights.

Nothing in this policy is intended to limit any mandatory consumer rights provided under applicable law.

Where local consumer protection law provides rights greater than those described in this policy, the applicable mandatory legal requirements will apply.

10. Refund Processing

Once an authorized return is received, the returned product will be inspected.

After inspection, we will inform you whether the refund has been approved.

For approved refunds:

• The refund will normally be issued to the original payment method
• Please allow up to 10 business days for internal refund processing after approval
• Your bank, card issuer, or payment provider may require additional time for the refund to appear in your account

Refund availability times vary depending on your financial institution.

Tervokan™ does not control bank or payment-provider processing times after a refund has been issued.

If more than 15 business days have passed since we confirmed your refund approval and the refund has not appeared, please contact:

service@tervokan.com

When contacting us, please include your order number.

11. Return Shipping Costs

Return shipping arrangements depend on the reason for the return.

If the return results from a verified Tervokan™ error, such as:

• Incorrect product sent
• Verified product defect
• Product damaged during shipping
• Missing major components
• Other confirmed fulfillment error

we will provide the applicable return instructions.

If the return is required because the item arrived damaged, defective, incorrect, materially different from its description, or due to another verified fulfillment error by Tervokan™, Tervokan™ will cover the applicable return shipping cost or provide a prepaid return solution where a return is required.

For returns caused by:

• Customer preference
• Change of mind
• Incorrect size expectations
• Color or style preference
• Duplicate ordering
• Product no longer being required
• Ordering the wrong decorative item

the customer may be responsible for return shipping costs unless otherwise required by applicable law.

Shipping costs incurred during the original order may not be refundable unless otherwise stated or legally required.

12. Return Packaging

Decorative items can vary significantly in material, shape, size, and fragility.

When returning an approved product, please package it carefully.

Whenever possible:

• Use the original product packaging
• Use protective wrapping around fragile areas
• Secure loose decorative components
• Include all original accessories and parts
• Use an appropriate outer shipping carton
• Avoid placing shipping labels directly on decorative retail packaging where unnecessary

Customers may be responsible for damage caused by inadequate return packaging where permitted by applicable law.

13. Return Destination

Please do not automatically send returned products to our registered company address.

Tervokan™ may work with different fulfillment centers, supplier facilities, logistics providers, and return-processing locations.

The correct return destination may vary depending on:

• The product
• Original shipping location
• Customer destination
• Return reason
• Applicable logistics arrangements

Once your return request is approved, our customer service team will provide the correct return location and shipping instructions.

Products sent to an unauthorized address may not be successfully received or processed.

14. Order Cancellations

If you would like to cancel an order, please contact us as soon as possible at:

service@tervokan.com

Please include your order number.

We will attempt to stop the order before fulfillment.

Whenever possible, customers are encouraged to submit cancellation requests within 12 hours of placing the order.

Once the order has been processed, packed, transferred to the fulfillment facility, prepared for shipment, or handed over to the carrier, cancellation may no longer be possible.

In that situation, you may need to wait for delivery and request a return under this policy.

15. Refused or Unclaimed Packages

If a customer refuses delivery or fails to collect a package, the shipment may be returned to the applicable logistics or fulfillment location.

Possible return-related charges may be deducted from the applicable refund where legally permitted.

Customers should contact us before intentionally refusing a package whenever possible.

A refused package is not automatically treated as an approved return.

16. Missing Items or Components

If your package arrives but an item, component, accessory, or decorative part appears to be missing, please contact us before submitting a standard return request.

Please provide:

• Order number
• Product name
• Photos of everything received
• Photos of the product packaging
• A description of the missing item or component

Some multi-item orders may be shipped in separate packages.

Before reporting an item as missing, please check your shipping confirmation and tracking information to determine whether another shipment is still in transit.

17. Refunds for Promotional or Discounted Orders

Products purchased during promotions, seasonal sales, or discount campaigns may still qualify for return unless they were clearly identified as final sale.

If a refund is approved, the refund amount will generally be based on the amount actually paid for the returned product after applicable discounts.

Promotional codes, discounts, or special offers generally have no separate cash value.

If a promotion required the purchase of multiple products or included a free item, the applicable refund may be adjusted according to the terms of that promotion where legally permitted.

18. Gifts

If a product was purchased as a gift, the return will generally remain associated with the original order and payment method.

Unless otherwise arranged, approved refunds will normally be issued to the original payment method used for the purchase.

If you received a Tervokan™ product as a gift and need assistance, please contact our customer support team with as much order information as possible.

19. Return & Refund Assistance

For questions regarding returns, refunds, exchanges, damaged products, defective products, incorrect products, missing components, seasonal products, order cancellations, or product size/decorative details, please contact:

Tervokan™ Customer Support
Email: service@tervokan.com
Phone: +86 131 6646 7472
Customer Support Hours: Monday – Friday | 9:00 AM – 6:00 PM

When contacting us about an existing order, please include your order number whenever possible so we can review your request more efficiently.