Refund policy
Refund Policy
At Tessera, we want you to love the way your home feels. If something you ordered isn't right, we'll make it right — no runaround, no fine print designed to confuse you. Here's exactly how returns and refunds work.
30-Day Return Window
You have 30 days from the date your order is delivered to start a return. This gives you plenty of time to unbox, set up, and live with your new pieces before deciding they're not for you. Returns requested after the 30-day window unfortunately can't be accepted.
Condition Requirements
To qualify for a return, items must be:
- Unused and in the same condition you received them
- In their original packaging, including inserts, tags, and protective materials
- Free of stains, odors, assembly, or alterations
Items that show signs of use or arrive back to us damaged from inadequate packaging may be denied a refund or subject to a partial refund. We'll always contact you first if there's an issue.
How to Start a Return
Returns are simple:
- Email support@tessera.com with your order number and the item(s) you'd like to return
- Our team will confirm your eligibility and send you a prepaid return label (if applicable) or return instructions within 1–2 business days
- Pack the item securely in its original packaging and send it back using the provided instructions
Please don't send items back without contacting us first — unannounced returns can get delayed or lost in processing.
Who Pays for Return Shipping
Return shipping costs depend on the reason for the return:
- Changed your mind or ordered the wrong thing? Return shipping is the customer's responsibility.
- Item arrived defective, damaged, or incorrect? We cover 100% of return shipping costs — you won't pay a cent.
Refund Timeline
Once your return arrives at our warehouse, we inspect it within 1–2 business days. Approved refunds are issued to your original payment method within 3–10 business days of receipt. Bank and card processing times vary, so it may take a few extra days to see the funds reflected in your account.
Exchanges
Want a different color, size, or item instead of a refund? Let us know when you email us. Once we receive your returned item in eligible condition, we'll ship your replacement at no additional cost. If the new item costs more, we'll send a payment link for the difference; if it costs less, we'll refund the difference.
Non-Returnable Items
For hygiene, safety, and customization reasons, the following items are final sale and cannot be returned or exchanged:
- Custom or made-to-order items (personalized engravings, custom fabric/color orders, etc.)
- Pillows, bedding, and other textile items once the hygienic seal has been opened
- Clearance or items marked "Final Sale" at checkout
- Gift cards
These exceptions are always clearly labeled on the product page before you buy, so there are no surprises at checkout.
Damaged or Wrong Items
If your order arrives damaged, defective, or isn't what you ordered, this one's on us — always. Email support@tessera.com within 30 days of delivery with your order number and a photo of the item, and we'll send a full replacement at no cost to you. If you'd prefer a refund instead of a replacement, we're happy to do that too. You will never be asked to pay for return shipping in these cases.
Questions?
Our support team is real people who want to help. Reach out anytime at support@tessera.com and we'll get back to you within one business day.