Last updated: October 15, 2026
Contact Tedarway if your order arrives damaged, is incorrect, has a missing item or develops a quality issue. We will help identify an appropriate resolution.
Quality issues within one year
All products purchased directly from our online store carry a 12-month quality warranty from the date of delivery. A product with a covered quality defect can be returned for free repair or replacement. Covered parts, labour and the replacement product are free, and no restocking fee applies to a covered defect claim. See our 1-Year Limited Warranty for the full coverage and claims process.
Starting a return
To contact Tedarway, use our Contact page or reply to your order confirmation email. Include your order number so we can locate your purchase.
Explain the issue and the remedy you are requesting. We will provide the correct return address and instructions for your case. Please do not dispatch a return before receiving those instructions.
Please contact us before returning a product. You initially pay the cost of sending the product to the service address we provide. Keep the shipping receipt and tracking record.
After a technical assessment, we will explain the findings and determine responsibility for transport costs based on the cause of the problem. If the assessment confirms a product-quality defect covered by the one-year warranty, Tedarway will reimburse the agreed return-shipping cost you advanced and cover shipment of the repaired or replacement product back to you. Please confirm the shipping method with us before dispatch.
If the assessment identifies a non-quality issue, damage outside warranty coverage or a request for paid service, we will explain the transport charges and any proposed service costs before proceeding. Costs attributable to the customer are payable by the customer. We will provide a written explanation of the assessment and discuss any disagreement with you. Mandatory consumer rights and any legal requirement for us to provide a prepaid return or cover additional costs take priority.
Pack the product securely and keep your shipment record. Missing original packaging does not by itself remove your rights for a faulty product. Do not send the product to an address printed on a parcel unless we confirm that it is the correct returns address.
Damage, wrong items and missing items
Please contact us promptly when you notice an issue so we can investigate. Photos of the item and parcel may help. This request does not shorten any mandatory legal claim period.
Change of mind and compatibility questions
You may request a return of a standard, non-customised product because you changed your mind or ordered the wrong model. Please contact us within 30 days after delivery to request return instructions. The customer is responsible for return shipping costs for a non-quality return.
Do not send a return before receiving the correct return address and instructions. Pack the item securely and retain your shipment record. A service request after two to three years is a request for inspection, repair or refurbishment; it is not a right to return the product for a refund after the 30-day return period.
Any mandatory withdrawal or cancellation rights that apply to your purchase remain available.
Customised orders
Customised products require a deposit. Before payment, we will confirm the specifications, deposit amount, balance-payment arrangements and expected production schedule with you in writing.
You may request cancellation or changes before production begins. Contact us promptly so we can confirm whether production has started and record the cancellation or revised specifications. Deposit-refund treatment must be agreed in writing before the deposit is paid; a deposit is not automatically described as non-refundable by this policy.
After production has started, we will review requests for changes or cancellation against the production stage and the agreed custom-order terms. Changes may not be possible once work is underway.
Customised products are not eligible for change-of-mind or other non-quality returns under our voluntary returns policy. Quality issues remain covered by the applicable warranty. This restriction does not exclude mandatory rights for defective, misdescribed or otherwise non-conforming goods, or any cancellation rights that applicable law does not allow us to exclude.
Long-term repair and refurbishment
You may contact us for factory inspection, repair or refurbishment even after two to three years of use, including for non-quality issues or after the one-year warranty has ended.
This is an after-sales service option, not an extended free warranty or a long-term right to a refund. We will assess the requested work, confirm parts availability and explain feasibility, estimated service time, transport charges and any repair or refurbishment fees. No paid work will begin without your approval.
Technical assessment and unavailable models
Inspection timing, technical tests and any proposed charges depend on the particular problem and product. We will discuss the expected assessment process and any charge before you agree to it. No inspection fee or paid repair will be added automatically without your approval.
We will explain the technical findings in writing and identify the reason for the proposed repair and transport-cost allocation. If you disagree with the findings, contact us with any additional evidence so the case can be reviewed. If you decline paid repair or refurbishment, we will discuss return of the product, any previously agreed charges and the applicable transport arrangements before proceeding.
If the product cannot reasonably be repaired or the original model has been discontinued, we will work with you to agree on a comparable replacement or an appropriate refund. Any remedy required by consumer law remains available.
Refunds
We will issue a refund when required by applicable law or when a refund has been agreed as the resolution of your claim. We will explain the amount and notify you when it is processed. Refunds are returned to the original payment method unless another lawful arrangement is agreed. The time until funds appear depends on the payment provider.
Order cancellation
For standard orders, contact us as soon as possible if you want to cancel. We will check the fulfilment status and explain the options. A dispatched order may need to follow the applicable returns process.
For custom orders, cancellation or changes can be requested before production begins. Deposit terms must be agreed before payment. Once production starts, requests are assessed against the production stage and the agreed custom-order terms. Mandatory consumer rights take priority.
Your rights
This policy does not exclude or limit mandatory consumer rights, including remedies for defective or misdescribed goods and any applicable cooling-off rights.