TSNYM COMPANY 9/10/26 TSNYM COMPANY 9/10/26

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Return & Refund Policy

At TSNYM Company W.L.L., we are committed to providing high-quality furniture, furnishings, decoration products, and interior solutions that meet our customers’ expectations. We carefully inspect and prepare our products and services before delivery or installation.

This Return & Refund Policy explains the conditions under which products may be returned, exchanged, or refunded.

1. General Policy

Returns and refunds are subject to the nature of the product, whether it is standard or customized, and the condition of the product at the time of return.

Customers are encouraged to inspect products upon delivery and notify TSNYM promptly of any visible damage, manufacturing defect, or incorrect item.

A return or refund will only be accepted after assessment and approval by TSNYM.

2. Standard Products

For standard, non-customized products, a return request may be considered if:

The product is unused and in its original condition.
The product has not been modified, assembled, installed, or damaged by the customer.
Original packaging, accessories, and related items are available where applicable.
The return request is submitted within 7 days of delivery.
The product was supplied by TSNYM and is eligible for return.

Approved returns may be subject to transportation, handling, delivery, or restocking charges where applicable.

3. Customized and Made-to-Order Products

Due to the nature of our business, many TSNYM products are manufactured, customized, ordered, or prepared according to the customer's specific requirements.

Customized or made-to-order products are generally non-returnable and non-refundable once production or procurement has commenced, unless the product has a confirmed manufacturing defect or TSNYM has supplied an item substantially different from the approved specifications.

This includes, but is not limited to:

Customized furniture
Custom sofas and upholstery
Curtains and blinds
Motorized curtains and automation systems
Customized mattresses
Carpentry and joinery
Kitchens and cupboards
Doors
Wall coverings and wallpaper
Carpets and flooring prepared to specific dimensions
Special-order or imported products
Products manufactured according to approved measurements, colors, fabrics, designs, or specifications

4. Products with Customer-Approved Specifications

Where a product has been manufactured, ordered, or supplied based on measurements, drawings, samples, colors, materials, designs, or specifications approved by the customer, the customer is responsible for confirming the accuracy of such approval before production or procurement.

Minor variations in natural materials, fabrics, wood, marble, glass, colors, textures, or finishes may occur and shall not necessarily constitute a defect.

5. Damaged or Incorrect Products

If a product arrives damaged or an incorrect product has been supplied, the customer should notify TSNYM as soon as possible and preferably at the time of delivery.

TSNYM may request photographs, videos, delivery documents, or other information to assess the issue.

After assessment, TSNYM may, at its discretion and depending on the circumstances:

Repair the product;
Replace the damaged or incorrect item;
Provide the appropriate remedy; or
Issue a refund where applicable.

6. Manufacturing Defects

Products covered by a manufacturer's or TSNYM warranty will be handled according to the applicable warranty terms.

A manufacturing defect does not include damage resulting from:

Misuse or improper use;
Negligence;
Improper installation by others;
Normal wear and tear;
Accidental damage;
Modification or alteration by the customer or a third party;
Exposure to unsuitable environmental conditions; or
Failure to follow the recommended care and maintenance instructions.

7. Refunds

Where a refund has been approved, the refund amount will be determined after assessment of the returned product and any applicable deductions.

Refunds may be subject to:

Delivery and transportation charges;
Installation or dismantling charges;
Restocking or handling charges;
Customization or production costs;
Costs relating to special orders or imported products; and
Any other costs already incurred specifically for the customer's order.

Where TSNYM is responsible for supplying a defective or incorrect product, the applicable remedy will be determined based on the circumstances of the case.

8. Advance Payments and Deposits

Advance payments, deposits, or payments made toward customized, imported, made-to-order, or specially procured products may be non-refundable once TSNYM has commenced production, procurement, customization, or ordering from the supplier.

The applicable terms will be communicated to the customer at the time of quotation or order confirmation.

9. Cancellation of Orders

Customers may request cancellation before production, customization, or procurement has commenced.

Cancellation requests are subject to TSNYM's review and approval.

If TSNYM has already incurred costs in connection with the order, such costs may be deducted from any approved refund.

Orders for customized, imported, or made-to-order products may not be cancellable once production or procurement has commenced.

10. Installation and Site Services

For products involving installation, fitting, measurement, or site works, the customer is responsible for providing reasonable access to the site at the agreed time.

Additional visits or costs resulting from circumstances outside TSNYM's control may be chargeable.

Installation completion does not affect the customer's statutory rights concerning genuine manufacturing defects or incorrect supply.

11. Warranty

Where a product is supplied with a specific warranty, the warranty terms applicable to that product will apply separately from this Return & Refund Policy.

Warranty coverage does not automatically constitute a right to return or refund the product.

12. Return Procedure

To request a return, exchange, or refund, customers should contact TSNYM through the contact details provided on our website and include:

Order or quotation reference;
Customer name and contact details;
Product details;
Date of delivery;
Reason for the return or refund request; and
Photographs or other supporting information where applicable.

TSNYM will review the request and advise the customer of the next steps.

13. Inspection and Approval

All returned products are subject to inspection.

No return should be shipped or transported to TSNYM without prior approval and instructions from TSNYM.

If a returned product does not meet the applicable return conditions, TSNYM may reject the return or apply appropriate charges.

14. Customer Rights

Nothing in this policy is intended to limit or exclude any rights or protections that cannot legally be excluded under the applicable laws and regulations of the State of Qatar.

Where applicable, mandatory consumer protection requirements shall prevail over any conflicting provision of this policy.

15. Changes to This Policy

TSNYM reserves the right to update or amend this Return & Refund Policy from time to time.

Any updated version will be published on this page with the applicable effective date.

16. Contact Us

For return, exchange, cancellation, warranty, or refund enquiries, please contact:

TSNYM Company W.L.L.
Doha, Qatar

Website: www.tsnym.com
Email: tsnym@tsnym.com
Phone / WhatsApp: +974 5552 5013

Crafting Spaces. Defining Luxury.

www.tsnym.com

tsnym@tsnym.com