Effective Date: 27-07-2023
1. Refund Policy: Tesseract strives to deliver high-quality products made on demand. As these items are tailored and ordered specifically on each customer’s request, we have a limited refund policy. Refunds are only applicable in the following cases:
- Defective Product: If a product received by the customer is found to be defective, damaged, or has manufacturing flaws, the customer is eligible for a full refund, provided they notify us within 14 days from the expected delivery date.
- Non-Delivery: In the unfortunate event that a product does not reach the customer within a reasonable timeframe, the customer is eligible for a full refund, provided they notify us within 14 days from the expected delivery date.
2. Order Cancellation: Customers have the right to cancel their order within 24 hours of placing it, provided fulfillment of the order has not started yet. In such cases, a full refund will be issued. To cancel an order, the customer must contact us at board@tesseractry.fi with their order details and the reason for cancellation.
3. Processing of Refunds: If the customer meets the refund eligibility criteria for defective products or non-delivery, or cancels their order within 24 hours and before fulfillment starts, we will initiate the refund process, which may take up to 14 days. Refunds will be processed using the same payment method used during the original purchase. The timeline for the refund to be reflected in the customer’s account may vary depending on the payment provider.
4. Returns Policy: We do not accept returns or exchanges for products, due to the on-demand manufacturing of our items. Please ensure that all details, like sizing, provided during the order process are accurate to avoid any dissatisfaction with the product.
5. How to Request a Refund: Customers can request a refund by contacting us at board@tesseractry.fi. The request must include the following information:
- Order number
- Reason for the refund (defective product or non-delivery)
- Supporting images (for defective products)
- Contact information
6. Exceptional Circumstances: In exceptional cases, Tesseract may consider offering a replacement or alternative solution instead of a refund. This decision will be made at the discretion of Tesseract and communicated with the customer.
7. Contact Information: For any questions or concerns regarding refunds and returns, please contact us at:
Email:
board@tesseractry.fi
Address:
Tesseract ry
Laserkatu 10
53850 Lappeenranta
Finland