Teal Products Returns & RMA policy

1. Returns Eligibility

a) Standard Products

• Returns are accepted for standard stock items within 14 days of delivery by following our RMA process and subject to the terms below;
  • Returned items must be received unused with no signs of handling, in their original, unopened and undamaged packaging, and in a resalable condition.
  • All returns must be accompanied by an authorised RMA number by following the return process below.
  • Surplus items will be subject to a restocking charge as detailed below.

b) Custom, Special Order, or Non-Stock Items

• Returns for these items are not accepted, unless:
  • The product is faulty or not as described.
  • Teal Products agrees to the return in writing as a gesture of goodwill;
    • Any agreed returns that may be made on this basis are in principle and will be exceptional and subject to inspection and a partial refund offer depending on  product type, specifications, handling costs, storage costs, and based on Teal Products’ judgement on their ability to resell the item. Any indicative partial refund offer made prior to return is conditional on items being returned in as sold condition and passing satisfactory inspection.

2. Return Process – Return Merchandise Authorisation (RMA)

• Customers must complete the online RMA form to initiate a return request and will receive advice on the eligibility of the return and return instructions accordingly.
• Returns must be sent to Teal Products premises at the customer’s cost and risk, using the advised returns process.

3. Standard Product Restocking Charges

• Return of surplus items, items no longer required or requiring a change of specification are subject to a 25% restocking fee and a minimum charge of £50.
• Any agreed refund is subject to inspection and will be offered as an account credit for business customers.

4. Receipt of Faulty or Damaged Goods

• Customers should inspect deliveries and note any handling damage with the courier or reject delivery.
• If customers receive products that are faulty or damaged upon receipt, customers must notify Teal Products within 7 days of delivery and provide photographic details of the damage on receipt.
• Products are warranted against manufacturing defects for 12 months from date of original invoice.
• Faulty products should be returned to Teal Products following the RMA process above.
• Teal Products reserve the right to inspect and test returned items;
  • If a manufacturing fault is confirmed, Teal Products will repair, replace or credit the item at no item or return shipping cost to the customer (a credit will be made for reasonable return costs from the original delivery address against a copy shipping invoice or at Teals preferred carriers’ prevailing rate).
  • If a product is found to be damaged due to incorrect installation or external causes, Teal will provide a quotation for repair and return (if practical) or return of the item to the customer.
  • Repair and/or return of the item will only be initiated on written acceptance of the quote.

6. Right of Disposal

• If an item is returned without following our returns process, unaccompanied by an authorised RMA number or outside our returns policy, we reserve the right to dispose of the item within 28 calendar days.
• If the customer fails to respond to a return query/inspection/fault report, repair or return quote within 28 calendar days, Teal reserves the right to dispose of the item.

5. Consumer Rights

• This policy does not affect your statutory rights under the Consumer Rights Act 2015.

For further assistance, please contact Teal Products at returns@tealproducts.co.uk or call 01242 620318