Return and Refund Policy

At Terrasse Luxe, we strive to provide the best shopping experience and customer-friendly return policies. Cancel your order anytime before it ships free of charge (exceptions apply for custom orders—see below).

For any questions, contact us at support@terrasseluxe.com or call us at (307) 323-4620 during business hours.

Cancellations Before Shipping

If you wish to cancel your order, please contact us promptly. Full refunds are available for orders canceled before leaving the warehouse. Contact us via email, phone, or chat for assistance.

Cancellations for Custom Orders

Custom or made-to-order products, including items from Lloyd Flanders and Kannoa, cannot be canceled or refunded once production begins.

Custom orders are created specifically to your specifications.
These include personalized finishes, fabrics, and custom configurations.

If you are unsure whether your order is custom, please reach out to us for clarification.

All sales are final for custom and made-to-order products.

Refunds and Returns

You may return or exchange eligible products within 30 days of delivery. However, the following terms apply:

Customers are responsible for return shipping costs and a 25% restocking fee.
Returns must be unopened, unused, and in the original packaging.

For exchanges, partial costs may be waived based on the replacement product. Refunds are processed within 7 business days after the product is returned and inspected.

Damages

Inspect your package upon delivery:

For visible damage, make a note when signing for the delivery and contact us within 24 hours with photos/videos.
Email photos of the box, product, and damage description to support@terrasseluxe.com.

For freight damage, timely reporting is critical for insurance claims.

Warranty

Products from Lloyd Flanders and Kannoa come with specific manufacturer warranties. Refer to individual product pages for warranty details.

Damage from shipping or improper use is not covered under warranties.

Shipping Times

Orders are dispatched within 1-2 business days with estimated delivery times listed on product pages. Delays may occur due to factors outside of Terrasse Luxe’s control.

Return Process for Lloyd Flanders & Kannoa

Custom Cushions & Fabrics: Lloyd Flanders and Kannoa offer multiple cushion and fabric options (Fabric A, B, C, Premium Wicker). Returns for these items are not accepted unless defective.
If you purchased products with optional cushions, ensure they are properly selected during the checkout process to avoid misunderstandings.

Chargebacks

Our policies are transparent and fair. Please contact us for resolution before initiating a chargeback. Fraudulent chargebacks will be pursued legally.

For further details or questions, please contact us at support@terrasseluxe.com or visit the product-specific policy pages for Lloyd Flanders and Kannoa collections.

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