TWE RETURNS & RESTOCKING CHARGES
Returns and Restocking Procedures may change. Please refer back to this page frequently.
Your happiness and product satisfaction is important to us that is why we strive to make our team available to assist you with building the perfect order to meet your needs.
If you have any questions about our product from colour options, to install methods, privacy coverage or even the most pet friendly designs, please reach out to us in advance of your purchase.
The nature of our product line is quite unique and diverse. We manufacture our products specifically for you therefore we advise you to review your order carefully before placing it.
We have created our Return Policy in a Q & A style to make it easiest for you to review.
Can I Cancel My Order?
Contact us at support@thewaterededge.com
Answer 1 : If you contact us within 24 Hours of placing your order, we may be able to cancel your order.
- If we agree to cancel your order, please be aware that We Will Hold 4% of your purchase value back from the refund for service and processing fees. (4% does not include taxes)
Answer 2: If you reach out to us after 48 hours from order placement
- The answer is NO, however we are sure that you will still love your panels when they arrive and will be happy that the order was not cancelled.
Answer 3: If you have placed a custom order, NO.
- Due to the nature of custom orders we do not accept cancellations or refunds on custom orders at any stage.
Can I Change My Order?
Contact us at support@thewaterededge.com
Answer 1: Most Likely, if you contact the shop within 48 Hours of placing your order.
- Size Change Request must be made within 24 hours of purchase and may result in additional fees. We can discuss this
- Colour Change Request should be made within 48 hours, however, this may fall under our “possibly” answer
- Shipping Address Change: Yes, as long as your order has not shipped
Answer 2: Possibly 🤔 after 24 hours of order placement
- We can review on a case by case basis based on your order status in our manufacturing process. It never hurts to ask.
Answer 3: Most Likely No after 48 hours of order placement, or if your product has begun manufacturing.
- However we may be able to change the colour selection or add an accessory item
Can I Exchange My Order?
Contact us at support@thewaterededge.com
Answer 1: 99% of the time the answer is NO
- Due to the high cost of shipping products our size and the custom packaging, we do not accept exchanges.
Answer 2: 1% chance that we do accept an exchange
- Buyer will be responsible for the cost of return shipment and goods must be returned in The Watered Edge original packaging
- Buyer is responsible for loss in value (as agreed upon with seller) if an item isn’t returned in original condition.