Return & Replacement Policy
At Tene Carpet Tile, we are committed to providing high-quality carpet tile products to our global clients. As a B2B manufacturer, our return policy is focused on addressing genuine product quality issues, shipment damage, and order discrepancies in a fair and efficient manner.
1. Eligibility for Return or Replacement
Returns or replacements are accepted under the following conditions:
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Product defects caused by manufacturing issues
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Incorrect size, color, material, or backing delivered (not matching confirmed order)
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Damage caused during shipping (must be reported immediately upon receipt)
Note: Due to the custom nature of most orders, we do not accept returns for reasons such as overstock, buyer’s remorse, or specification changes after production begins.
2. Timeframe for Claims
All return or replacement claims must be made within 7 calendar days of receiving the goods. Please inspect your shipment upon arrival and notify us as soon as possible.
3. How to File a Claim
To submit a return or replacement request, please email our support team with the following:
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Order number or Proforma Invoice (PI)
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Photos of the issue (damaged cartons, incorrect items, defects)
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Quantity affected
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A brief description of the problem
Contact:
We will respond within 1–2 business days and guide you through the next steps.
4. Resolution Options
After confirming the issue, we will offer one or more of the following:
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Free replacement of defective goods
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Partial refund or credit note for the affected portion
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Return shipping arrangement (if required and agreed upon)
Note: For overseas shipments, replacement goods may take additional time depending on production and logistics.
5. Custom Orders Disclaimer
For OEM/ODM or personalized carpet tile orders:
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All designs are confirmed via digital proof or sample before production
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Slight color variation (within ±5%) may occur due to dye batches and lighting—this is considered normal in the industry
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Non-defective custom goods are non-returnable and non-refundable
6. Shipping Damage
If cartons are visibly damaged upon delivery, please:
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Note it clearly on the delivery receipt (e.g., “5 boxes damaged”)
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Take photos before opening
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Contact us within 48 hours
We will coordinate with the logistics partner to resolve the issue and arrange replacements if necessary.
7. Final Decision Rights
Tene Carpet Tile reserves the right to inspect and verify all claims before approving any refund or replacement. We are committed to resolving issues fairly while protecting both parties’ interests.
Thank You for Choosing Tene Carpet Tile
We value your trust as a business partner and strive to maintain high satisfaction through every order.