We offer returns within 30 calendar days (we accept returns within 30 calendar days after the customer receives the product, returns are limited to quality issues). However, for products purchased on our platform (excluding bulbs), we offer a 3 years warranty. Returned products must be in their original packaging and in new/unused condition to be eligible for a refund. If the product has been installed, it cannot be returned.
Return Procedure
TGDecorus’s return policy is valid for 30 days from the date you receive your shipment. If your order has been delivered for more than 30 days, then we will not be able to provide you with a return service.
You only need to do three steps to complete the return process:
- Process the return
Before you initiate a return, please contact our customer service (support@tgdecorus.com) and explain the reason (pictures and video are in the appendix). Once the request is successful, our customer service will give you a return information (including address, phone number and recipient information). Note: Please do not send the product directly to our shipping address, we will not refund if this problem occurs.
- Packaging
Please make sure they are in their original condition, unused, undamaged, and in their original packaging. Please ensure that all parts of all items being returned are completely sealed in their original packaging, including all original packaging materials.
- Shipping
Prior to shipping, please take photographs of the inside and outside of the package as a record to show that the product is indeed in its original condition. We strongly recommend that you use an insured, traceable shipping method to return your items. You are free to choose the shipping company to ship the product back to us. (You must pay shipping costs in advance). (If the problem is quality related, we will refund your shipping costs). If you choose to request a signature upon shipment, please make sure the shipping company allows us to sign the back of the notice so they can reship the product without any problems.
Once shipped, please take a photo of the receipt and tracking number (if the product is damaged, be sure to attach the breakage details) and send it to us at
support@tgdecorus.com.
Once the product is received, we will check its unused, undamaged and original packaging. When we confirm that the product has the problem you mentioned, we will issue a refund within 10 business days. For non-quality issues we will only refund the original price of the product and we will deduct the shipping costs (purchase price – shipping costs). Once the return is complete, we will also send you a confirmation email.
We will issue the refund in the same way as your previous payment channel. If you paid with a debit or visa card, it will take 7-10 business days. It will be returned in the same manner. If you want to get it back quickly, you can contact your local banking service.
Cancellation of orders
We understand that for some reason you want to cancel or modify your order, we can help you cancel your order within 24 hours of the order being initiated, but you cannot cancel if the goods have already been delivered to logistics. If you do not like the goods, you can initiate a return request once you have received them.
Exchange of goods
An exchange is the equivalent of returning the goods and repurchasing them.
Return of goods
We must receive the returned products before we can issue any refunds. If we do not receive the product for any reason, such as the customer refusing to send the product back, or the customer refusing to accept the package, causing the shipping agent to destroy the package, we will not be able to issue any refunds.
Production of defective or damaged items
We will replace damaged parts in transit free of charge as long as you notify us within 48 hours of receipt of the shipment. If the damage is severe, we will replace the product free of charge. You can refer to the return procedure for details.
Contact Information
Trade name: TRANQUIL GLOW LLC
Phone number: +1(303)361-1912
Email: support@tgdecorus.com
Business Hours: 9:00 a.m. to 6:00 p.m (Monday to Friday)
Adress： 6545 MARKET AVENUE NORTH, SUITE 100 NORTH CANTON, OH 44721
