Return Policy

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Authentictruetra provides repair and maintenance services for garden furniture. Unlike the sale of physical products, our services consist of labor performed on your personal property (your furniture). Standard product return policies do not apply to services. This Return Policy provides comprehensive information about our approach to customer satisfaction, revisions, cancellations, refunds, and related matters for our garden furniture repair and maintenance services. Please read this policy carefully before engaging our services.

Nature of Our Services

We perform repair, restoration, and maintenance work on garden furniture that you own and bring to us or that we pick up from your location. Our services include, but are not limited to: chair restoration; table refurbishment; full patio set refurbishment; structural repairs (including frame repairs, joint reinforcement, and slat replacement); repair and refinishing of wood, metal, wicker, and rattan surfaces; application of stains, paints, and protective coatings; reweaving of wicker and rattan; and seasonal maintenance plans. Each project is customized based on the condition, materials, age, and specific requirements of your furniture. Because the work is performed on your property and tailored to your items, completed services cannot be "returned" in the traditional sense. This policy explains how we handle satisfaction, revisions, cancellations, and refunds in this context.

Pre-Service Consultation and Agreement

Before we begin any repair work, we provide a clear written or electronic quote that describes the services to be performed, the scope of work, estimated timeline, and total cost. We encourage you to ask questions, review the quote carefully, and ensure you understand what is included before approving it. You may request clarification on any aspect of the proposed work, including materials, techniques, and expected outcomes. Once you approve the quote and we begin work, you have entered into an agreement for the project. Changes to the scope of work after we have commenced may require an updated quote, adjusted pricing, and revised timeline. We will communicate any such changes to you in advance and obtain your approval before proceeding. We reserve the right to decline projects that fall outside our capabilities or that present safety or liability concerns.

Cancellation Before Work Begins

If you wish to cancel a project before we have begun work, please notify us in writing (including by email) as soon as possible. If you have paid a deposit, we may refund the deposit minus a reasonable administrative or assessment fee, at our sole discretion. The administrative fee typically covers the cost of the initial assessment, consultation time, and any preparatory work we may have undertaken. The amount of any refund will be communicated to you at the time of cancellation. In some cases, the full deposit may be non-refundable if we have incurred significant costs in preparation for your project. We will apply deposits toward the total project cost if work proceeds as planned.

Cancellation After Work Has Begun

If you cancel a project after work has commenced, you may be responsible for payment for the portion of work already completed, plus any materials purchased specifically for your project. We will provide an itemized invoice reflecting work performed and materials used. Any remaining deposit or prepaid amount may be applied to this balance. Refunds for uncompleted work, if any, will be at our sole discretion and may be subject to administrative fees. We understand that circumstances change; we encourage you to contact us as soon as possible if you need to pause or cancel a project so we can work with you to reach a fair resolution.

Satisfaction and Revisions

We strive to deliver quality work that meets the agreed-upon standards and your expectations. If you are not satisfied with the completed repair work, please contact us within seven (7) days of receiving your furniture back. Describe your concerns in detail so we can assess the situation. In cases where the work does not meet the agreed-upon specifications or where there is a defect in our workmanship, we may offer to perform additional revisions at no extra charge. Revisions are subject to our assessment and must relate to the original scope of work. We do not offer revisions for changes in preference (such as a different color, stain, or finish) after the work has been completed in accordance with the original agreement. If you request a change in preference after completion, we may provide a quote for additional work. To qualify for complimentary revisions, you must notify us within the specified time frame and allow us to inspect the furniture. Revisions will be completed within a reasonable timeframe based on our schedule.

Refund Policy

Due to the custom, labor-intensive nature of our repair services, refunds are generally not available once work has been completed and the furniture has been delivered or picked up. Refunds may be considered in the following limited circumstances: (a) cancellation before work begins, as described above; (b) our failure to complete the work as agreed through no fault of your own; (c) significant and demonstrable defects in our workmanship that we are unable or unwilling to correct through revisions; or (d) other exceptional circumstances at our sole discretion. In such cases, we will work with you to reach a fair resolution, which may include a partial or full refund depending on the circumstances. Any refund will be issued using the same payment method used for the original transaction, unless otherwise agreed. Refunds may take up to fourteen (14) business days to process. We do not provide refunds for work that has been completed in accordance with the agreed scope and that meets reasonable quality standards, even if your preferences have changed.

Deposits and Payments

For larger projects, we may require a deposit before beginning work. The deposit amount and payment terms will be communicated at the time of the quote. Deposits are applied toward the total cost of the project. Final payment is typically due upon completion and prior to or at the time of delivery or pickup of your furniture. We accept payment by the methods specified in your service agreement. Late payment may result in additional fees and may affect our ability to release your furniture until payment is received. If you have questions about payment terms, please contact us before work begins.

Pickup and Delivery

When we offer pickup and delivery as part of our service, your furniture remains your property at all times. We take reasonable care when handling and transporting your items, including the use of protective materials where appropriate. You are responsible for ensuring that furniture is accessible for pickup and that someone is available to receive delivery at the scheduled time. If you have concerns about the condition of your furniture upon delivery, please inspect it and notify us within twenty-four (24) hours. Document any damage with photographs. Any damage caused by us during transport will be addressed in accordance with our obligations and applicable law. We are not responsible for damage resulting from pre-existing conditions, improper packaging by you, or circumstances beyond our control. Delivery fees, if any, are non-refundable once the delivery has been completed.

Warranty on Workmanship

We stand behind our workmanship. Specific warranty terms, if any, will be provided with your service agreement. Warranties typically cover defects in our repair work for a specified period (e.g., six (6) months or one (1) year from completion) and do not cover: normal wear and tear; damage caused by misuse, neglect, or failure to follow recommended care instructions; damage from weather, pests, or other external factors; or issues arising from pre-existing conditions. Warranty claims must be submitted in writing and may require inspection of the furniture. We will determine in our reasonable discretion whether a claim is covered. If covered, we will repair or correct the defect at no charge. Warranties are non-transferable and apply only to the original customer and furniture. This warranty gives you specific legal rights, and you may have other rights that vary by jurisdiction.

Unclaimed Property

If you do not pick up your completed furniture or arrange for delivery within ninety (90) days of our notification that the work is complete, we may consider the furniture abandoned. We will make reasonable efforts to contact you before taking any action. After the notice period, we may charge storage fees, and we reserve the right to dispose of or sell unclaimed property in accordance with applicable law to recover our costs. You remain responsible for the full project cost regardless of whether you retrieve your furniture.

Disputes and Resolution

If a dispute arises regarding our services, we encourage you to contact us first to seek a resolution. Many issues can be resolved through direct communication. Please provide a clear description of your concern and any supporting documentation or photographs. We will review your complaint and respond within a reasonable timeframe. If we cannot reach an agreement, the dispute may be subject to the dispute resolution procedures, including mediation or litigation, outlined in our Terms of Use. The laws of the State of California shall govern any disputes.

Contact Us

For questions about this Return Policy, to discuss a specific situation, or to report a concern, please contact us:

Authentictruetra
2500 S Fairview St # D
Santa Ana, CA 92704
United States
Phone: +17148509787