Terms & Conditions – Tiempo Furniture & Decor

Buyer Protection

At Tiempo Gallery our clients’ satisfaction remains our highest priority. We take all clients’ concerns seriously and do our very best to ensure all disputes are resolved in the most fair manner and outcome.

We have a no return policy on all our items. However, all purchases made via Tiempo Gallery’s secure checkout are eligible for buyer protection. In the unlikely and rare instance your item arrives significantly different than described, is damaged or your item fails to arrive to you we will work together with you to make it right. Making it right with the buyer would include but is not limited to sending a replacement item or full/partial refund.

Our buyer protection window lasts 30 calendar days, If 30 calendar days have passed since your purchase, we cannot offer you buyer protection. If an item arrives damaged from transit this has to be reported within 7 days of delivery with photo evidence provided for review.

Item arrived Damaged? To guarantee resolution and a fair decision on your claim please inspect your item within 7 calendar days of delivery and report the damage within 7 calendar days of delivery (within 7 days of estimated delivery for items that fail to arrive to you). Any reports after this 7 calendar day window and/or failure to provide evidence within 7 days of a request for evidence will void your eligibility for buyer protection.

It is important to note that whilst we uphold a no return policy on all our items this does not mean we are not here to help you and make right any issues that are eligible for buyer protection.

Buyer Protection Claim

If you are not satisfied with your purchase please contact us within the 7 calendar window from the delivery date.
Include detailed photos of all areas of concern and clear images of the entire item. This will ensure fair review from our customer service support team.
Include any additional evidence that will help with the claims process

Dispute & Claim Process

Tiempo Gallery follows the same standard operating procedure when it comes to claims and disputes. This standard operating procedure is outlined below;

Initial claim filed

We do our very best to get back to you within 48 hours of an issue being reported. An outline of the Dispute & Claim Process will be shared with you as well as any additional information or evidence we may require from you to proceed with this process.

Review

Following your submission of all required materials for a fair review of the issue/s we will, together with our customer service team work to determine the best solution. Depending on the complexity of the case we do our very best to come back to you within 5 working days with the proposed solution. With regards to items that fail to arrive to you (lost in transit), we also require 5 working days to determine whether the insurance claim may be processed and a full refund be issued to you.

Proposed Solution

Following the review of all provided materials by you we will share our proposed solution with you. We may propose a resolution in the following forms (but not limited to); repair/restore the item/s, send replacement item/s, a full refund, to cover additional costs beyond all costs associated with the purchase of the item/s. It may also be determined that your claim fails to be eligible for buyer protection and any refund/compensation or resolution be denied. If your claim is determined to fail in eligibility a detailed explanation will be will be provided to you. We require for you to accept our proposed solution within 5 business days to prevent delays in addressing the issues brought forth by you, especially given that for some items time will very much be of the essence. We strive for an agreed solution to be met within 10 business days (this excludes items that fail to arrive to you as more time might be required to determine with the carrier if the item will arrive to you).

Solution agreed

If you accept our proposed solution, we do our very best to within 2 business days to have the solution and all processes required to complete the proposed solution initiated. It is important to note that issues will vary greatly in terms of complexity and circumstances. Given this some cases might take longer than others to resolve for reasons (not limited to) including; international shipping, production of replacement items and carrying our repairs/restoration. If you decline the resolution or we initially propose a full/partial refund we will initiate the refund process within 48 hours of all required materials and review processes complete.

Resolution

All solutions are not closed until all points of an agreed solution have been completed and provided to you. Resolution will be following with an email confirming that the case has been closed and a complete resolution met.

Evidence & Tips on providing photos for review

Photographic evidence is the most import component of the review process. The better the photographic evidence documents the issue/s the better we can come to the solution. Photographic evidence is vital for us to file insurance claims with the shipping carrier and source restoration or repair quotations.

To prevent delays in the review process we advise the following with regards to providing photographic evidence (we strongly recommend videos if you are able to provide this);

Clearly document the issue providing context in relation to the item as whole, this would include a combination close-up images as well as images from a far. The more images provided for review the better.
Concerning damaged items it is essential to document all packaging of the item and clearly show how the item arrived as well as how it was packed prior to delivery.
For cases that concerns wrong dimensions please photograph the item along side a tape measure displaying all 3d dimensions of the item (height x width x depth and/or diameter for round items). We require to see the measurements in full length.

Final Decision

All decisions made by Tiempo Gallery (PT. Tiempo Furniture & Decor) are final and binding all all involved parties. Following final decisions no appeals, challenges or reversals may be made.

Refunds

If a refund is granted an email will follow confirming the refund has been processed. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment 7 working days. If you have still not received your refund within 7 working days of its confirmation please reach out to us.

Late or missing refunds (after 7 working days)

Please check your bank account again if you have failed to recieve your refund
Contact your credit card company, as sometimes it may take some time before the refund is posted.
Contact your bank as sometimes it may take some time before the refund is posted.

If all of the above has been carried out please reach out to us at; tiempogallery@gmail.com

Shipping

All our shipments are handled by DHL to ensure quick transit times with signature required for all deliveries. We ensure all our shipments are fully insured and provide tracking details on all our shipments.

Duties & Taxes

All Taxes, VAT & Import Duties at the final destination related to your purchase where the buyer will ultimately receive their item is the sole responsibility of the buyer to pay, report and/or remit accurately all import duties and taxes related to their purchase. Regarding exemptions, it is the sole responsibility of the buyer to document and process any exemptions they are entitled to.

Packing

All our items are professionally packed by our trusted packing agent and use wood pallet packaging materials in addition to any protective padding deemed necessary. We indicate fragile on all our shipments.

Customs Process at Final Destination / Failure to provide requested information from shipping carrier

It is the buyer’s responsibility to ensure all documentation and requirements on their end at the final destination be in order to clear customs. Tiempo Gallery cannot be held responsible for any shipments that fail to clear customs at final destination due to failed import requirements from the buyer or failure to provide required documentation or materials within the customs deadline window (outlined below).

*It is Important to note that DHL only holds items for 10 days to clear customs (the customs deadline window) before a shipment is sent back to the origin destination which with regards to Tiempo Gallery is Indonesia. The item may also be destroyed by customs at final destination if this 10 day custom deadline window has ended. If the buyer fails to provide the required information to DHL within the customs deadline window (or any shipping carrier used by Tiempo Gallery to fulfill shipment) and customs and/or DHL reject the import of the shipment, the buyer is 100% liable for all costs associated with their purchase and no refund will be granted. With regards to all costs associated this includes the cost of shipping & cost of item along with any other associated costs regarding; Failure to provide requested information from shipping carrier.

Carrier unable to deliver item due to unresponsiveness from buyer

It is important to note that because all DHL shipments require signature for delivery (or any shipping carrier used by Tiempo Gallery to fulfill shipment) the item cannot be delivered unless signed for delivery. Failure to sign for delivery which ultimately leads to the return of the shipment to origin is 100% the buyers responsibility. The item may also be destroyed by customs at final destination if this 10 day custom deadline window has ended. In this case the buyer is 100% liable for all costs associated with their purchase and no refund will be granted. With regards to all costs associated this includes the cost of shipping & cost of item along with any other associated costs regarding; failure to deliver item/s due to unresponsiveness from buyer.

*DHL will usually hold on to an item once it has passed the customs clearance process and is ready for delivery for up to 30 days. If DHL is unable to deliver the item after clearing customs due to buyer unresponsiveness at the final destination for on average 30 days (sometimes a longer time frame sometimes shorter time frame) the item will ultimately be sent back to the origin destination. If the item is ultimately sent back to Tiempo Gallery in Indonesia or is destroyed as a result of buyer unresponsiveness the buyer is 100% liable for all costs associated with their purchase and no refund will be granted. With regards to all costs associated this includes the cost of shipping & cost of item along with any other associated costs regarding unresponsiveness from buyer.

The above and all sections before also applies to any other shipping carrier Tiempo Gallery may use.

*It is essential that the buyer coordinate with DHL or the shipping carrier their preferred delivery date. If there are restraints on when a signature and delivery can be coordinated it is the buyers responsibility to coordinate delivery of the item.

Tiempo Gallery monitors all shipments while they are in transit until final delivery and will also inform the buyer of any additional requirements the carrier is requesting for delivery which includes the customs process at the final destination.

User Agreement & Conditions of Sale

Tiempo Gallery (PT. Tiempo Furniture & Decor) along with all related sites, products, services and/or applications are owned by PT. Tiempo Furniture & Decor. All terms and conditions outlined govern your use of the site. All items purchased directly from PT. Tiempo Furniture & Decor is governed by these terms & conditions and all conditions of sale. If you oppose these terms and conditions you reserve the right not use the site or any services provided by PT. Tiempo Furniture & Decor.

Site Usage Eligibility to Use the Site.

All users must be 18 years of age or above to use any services provided by PT. Tiempo Furniture & Decor.

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