Policy

Refund policy

Returns & Refunds Policy

At Taileroom, we specialize in bespoke home decor pieces tailored specifically to your home’s dimensions. Because each piece is custom-made to your order, our policy balances our commitment to craftsmanship with the personalized nature of our products.

Policy at a Glance

  • Return Window: 14 days from the date of delivery.

  • Eligibility: Returns are accepted only for damaged, defective, or incorrect items.

  • Refund Method: Original payment method or Store Credit.

  • Return Shipping: Covered by the customer (unless the error is ours).

  • Initial Shipping: Non-refundable.

1. Damaged or Incorrect Items

If we have made an error, we will provide a replacement or a refund (ranging from 10% to 100% depending on the severity of the issue) for the following:

  • Incorrect Item: Receiving a different size, color, or fabric than what was ordered.

  • Manufacturing Defect: Physical damage to the fabric, stitching, or structural integrity.

Crucial Requirement: To verify that damage occurred during transit or production, customers must provide a video of the unpacking process. This helps us hold our shipping partners accountable and ensures a swift resolution for you.

2. Non-Returnable Items

Due to the custom, made-to-order nature of Taileroom products, we cannot offer refunds or replacements for:

  • Measurement Errors: Choosing the wrong dimensions for your table or chairs.

  • Style Preference: Returns based on "change of mind" or "buyer’s remorse."

  • Used/Laundered Goods: Items that have been used, washed, stained, or altered.

  • Color Variance: Minor shifts in color due to screen resolution settings.

3. Refund Process & Timelines

Once a fault is verified by our team, we will process your remediation via Store Credit or a refund to your original payment method.

  • Resolution Time: Claims are typically reviewed within 5–7 business days.

  • Bank Processing: Once approved, please allow 3–5 business days for the funds to appear in your account.

  • Shipping Note: Initial shipping fees are paid to third-party carriers and are non-refundable.

4. How to Start a Claim

If your order isn't quite right, please reach out to us within 14 days of delivery:

  1. Email Us: excela.ltd@gmail.com

  2. Order Details: Include your order number and a brief description of the defect.

  3. Submit Proof: Attach clear photos of the issue and your unpacking video.

Business Address: Taileroom 1 Baird Avenue, Matraville NSW 2036, Australia