Exchange & Returns

EXCHANGE POLICY

Cancellation and Modification of Orders

If you have made a mistake in placing your order, you may contact us at (02) 7091 5885, sales@tessera.ph, Facebook messenger, Instagram direct or Viber your Tessera expert to modify or cancel it. However, requests for order cancellation or modification must be made at least three (3) business days before the scheduled date of shipment (for provincial orders and orders to be delivered through our Standard Area Delivery service) or any time prior to the pick-up of the order (for orders to be picked up from our showroom or to be delivered by an external courier).

Exchange and Refund

This exchange and refund policy does not apply to products that were picked up from our showroom by the client or the client’s representative.

We do not refund any sold item online, instead, you may exchange the item with lesser or equal value.

If the product delivered to you is of different kind from the one that you ordered or is damaged, you may request for an exchange of the particular product by sending to us an email at sales@tessera.ph or you may contact your respective Tessera expert via Viber containing the following information:

• Your complete name and address
• Request for an exchange of product
• The date when your order was placed
• Your Sales Order Reference Number
• Your order’s tracking number
• Brief description of the problem with the order or product

To be eligible as subject of a request for exchange, the product must be un-used, properly sealed, and in its original packaging; and the product, along with its original receipt or proof of purchase, must be returned to us within ten (10) days from the date of purchase.

Once your request for an exchange is approved, we will pick up the product from your address. We will notify you of the expected date of pick up.

If the product that you want to be replaced is already out of stock, we may, at our sole discretion, give you the option of choosing another product of equal price or request for a refund of the amount that you paid for the particular product.

We may refuse the request for exchange if, after examining the product, we determine that (1) the product that was delivered to you is of the same kind as the one that you ordered or (2) the damage to the product was not attributable to us.