Refund Policy
At TX West Coast, we strive to ensure every customer is satisfied with their Christmas wreath purchase. We understand that sometimes a product may not meet your expectations, and this Refund Policy outlines the terms, conditions, and procedures for requesting refunds, returns, or exchanges for products purchased through our website https://txwestcoas.com/ (the “Site”). By placing an order with us, you agree to comply with this Refund Policy.
1. Eligibility for Refunds & Returns
To qualify for a refund or return, your request must meet the following criteria:
- Timeframe: Requests must be submitted within 30 days of the delivery date of your order. We cannot process refund/return requests received after this period.
- Product Condition: The Christmas wreath must be in its original, unused, and undamaged condition—with all original packaging, tags, and accessories (e.g., decorative bells, pinecones on Holiday Bell Wreaths or Ochine Snow Flocked Christmas Wreaths) intact. Wreaths that show signs of wear, damage from improper use, or modification (e.g., removing decorations, altering the base) will not be eligible.
- Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email, order number, or receipt.
- Exceptions: Custom-made or personalized wreaths (if offered) are non-refundable and non-returnable unless they arrive damaged or with manufacturing defects.
2. Reasons for Eligible Refunds
We accept refund/return requests for the following reasons:
- Damaged or Defective Products: If your wreath arrives with physical damage (e.g., broken branches, missing decorations) or manufacturing defects (e.g., loose wiring, flaking snow flock) that occurred during production or shipping.
- Incorrect Product: If we shipped the wrong wreath (e.g., you ordered a 12” Ochine Snow Flocked Wreath but received a 10” Holiday Bell Wreath) or the wrong quantity.
- Dissatisfaction with Quality: If the product’s quality (e.g., material durability, appearance) does not match the description on our Site, provided the wreath is unused and in original condition.
Note: We do not offer refunds for minor variations in appearance (e.g., slight differences in pinecone placement) that are inherent to handcrafted products, as each wreath is uniquely made.
3. Refund & Return Process
To request a refund or return, follow these steps:
Step 1: Submit a Request
Contact our customer support team within 30 days of delivery to initiate your request:
- Email: liuhao1134@icloud.com (include “Refund Request” in the subject line, plus your order number, product name, and reason for the request).
- Phone: +1 (917) 892-9208 (available Monday–Friday, U.S. Central Time).
- Website: You may also submit a request via the “Contact Us” form on our Site, selecting “Refund/Return” as the inquiry type.
We may ask you to provide photos or videos of the product (e.g., damage, incorrect item) to verify your request. This helps us process your claim faster and resolve issues with our shipping or production partners if needed.
Step 2: Receive Approval & Return Instructions
Once we review and approve your request, we will send you a Return Authorization (RA) number and detailed return instructions, including:
- Our return address (8507 De Moss Drive, Houston, TX, USA—for domestic returns; international returns will receive a region-specific address if applicable).
- Shipping guidelines (e.g., recommended carriers, packaging requirements to prevent further damage).
Important: Do not ship the product without first receiving an RA number. Unauthorized returns will not be accepted or processed.
Step 3: Ship the Product Back
You are responsible for the cost of return shipping, unless the refund is due to our error (e.g., incorrect product, damaged item from shipping). We recommend using a trackable shipping service and insuring the package, as we are not liable for lost or damaged returns during transit.
Please include the RA number on the outside of the package and a copy of your proof of purchase inside.
Step 4: Process the Refund
Once we receive and inspect the returned product (typically within 5–7 business days of delivery to our address) and confirm it meets eligibility criteria, we will process your refund:
- Refund Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal).
- Processing Time: Refunds may take 3–10 business days to appear in your account, depending on your financial institution’s processing times.
- Deductions: No additional fees will be deducted from your refund, except for cases where the product is returned in non-eligible condition (we will notify you and may offer a partial refund or reject the return).
4. Exchange Policy
If you prefer an exchange instead of a refund (e.g., swapping a damaged wreath for the same model, or changing to a different style), follow the same request process outlined in Section 3. Once your return is approved and the original product is received:
- We will ship the replacement product to you at no additional cost (including free shipping, as per our standard policy).
- If the replacement product is more expensive than the original, you will be invoiced for the price difference before shipping. If it is less expensive, we will issue a partial refund for the difference.
5. Shipping Issues & Lost Packages
- Lost in Transit (To You): If your order is marked as shipped but never arrives, contact us within 15 days of the estimated delivery date. We will track the package with our logistics partner (e.g., USPS, UPS). If the package is confirmed lost, we will offer a full refund or send a replacement at no cost to you.
- Lost in Transit (Return to Us): If you ship the product back but it is lost in transit, we will require a copy of your shipping tracking number to file a claim with the carrier. If the carrier confirms the package is lost, we will process your refund; otherwise, we cannot issue a refund without receiving the product.
6. Cancellation Policy
If you wish to cancel an order before it is shipped, contact us immediately via email or phone. We will cancel the order and issue a full refund within 3–5 business days. Once the order has been shipped, you will need to follow the return process outlined in Section 3 to request a refund.
7. Contact Us for Refund Inquiries
If you have questions about this Refund Policy, need help with a refund request, or want to check the status of a pending refund, please reach out:
- Email: liuhao1134@icloud.com
- Phone: +1 (917) 892-9208
- Address: 8507 De Moss Drive, Houston, TX, USA
We aim to respond to all refund inquiries within 1–2 business days and resolve issues as quickly as possible to ensure your satisfaction.
8. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our business practices or applicable laws. When updates are made, we will revise the “Last Updated” date at the top of this page and post the new policy on our Site. Your continued use of our services after the updated policy is posted constitutes your acceptance of the changes.