Returns & Refunds Policy

Customer-Facing  —  Shopify & Website

Teak & Marble Atelier  —  teakandmarbleatelier.com

Last updated: May 2026

 

Teak & Marble Atelier curates high-ticket wellness products that ship via freight directly from our suppliers. Because of the nature of these products — large freight items with complex logistics — our return and refund policy varies by product type. Please review this policy carefully before placing your order.

 

All Sales Final — Select Product Lines

 

•       Lumin Infrared Sauna Collection (Lumin One, Two, Three)

•       Auris Outdoor Cedar Sauna Collection (Auris One, Auris Two)

•       Frost Cold Plunge Tub

 

If you have questions about fit, dimensions, electrical requirements, or product suitability before purchasing any of the above products, please contact our concierge team at concierge@teakandmarbleatelier.com before placing your order. Our team will help ensure you are selecting the right product for your space and needs.

 

Cancellations

Order Status	Cancellation Policy
Before processing has begun	Contact us immediately. We will cancel and issue a full refund if the order has not entered processing.
After processing has begun or shipped	Cancellation cannot be guaranteed. Contact concierge@teakandmarbleatelier.com immediately.
After delivery (non-defective)	Not available on all-sales-final product lines. See above.

 

To request a cancellation, contact us as soon as possible:

Email: concierge@teakandmarbleatelier.com

 

Defective or Damaged Products

If your product arrives damaged or develops a manufacturing defect, TMA will work to resolve the issue on your behalf. You must contact us within the timeframes below.

 

 

Product Line	Defect / Damage Reporting Window
K2, Teton, Aspen, Everest, Cold Plunge Tubs and the AV2,AV2 Hybrid, AV3, AVC Outdoor, Finnleo, S810 and all Hallmark Sauna Products	Contact TMA as soon as possible after delivery — within 48 hours recommended
Auris, Lumin, Frost	Contact TMA within 7 calendar days of delivery — no exceptions after 7 days

 

How to Report a Defect or Damage

1.    Email concierge@teakandmarbleatelier.com with your order number.

2.    Describe the issue in detail.

3.    Attach a minimum of 4 photographs showing the damage from different angles, plus photos of the original packaging.

4.    For mechanical or electrical defects, a short video (30 seconds) demonstrating the issue is required.

5.    Our team will respond within one business day with next steps.

 

Defect Resolution Options

Upon verification of a covered defect, TMA will offer one or more of the following resolutions, in order of preference:

•       Replacement part shipped at no charge

•       Scheduled tech or service visit

•       Full unit replacement

•       Refund to original payment method

 

 

 

 

Refunds

Scenario	Refund Timeline
Approved defect refund — products, K2, Teton, Aspen, Everest, Cold Plunge Tubs and the AV2,AV2 Hybrid, AV3, AVC Outdoor, Finnleo, S810 and all Hallmark Sauna Products	5–7 business days to post to original payment method once issued
Approved defect refund — products, Auris, Lumin, Frost	Up to 30 calendar days from claim approval
Cancelled order (pre-processing)	5–7 business days to post once confirmed

 

All refunds are issued to the original payment method. TMA does not issue refunds by check, gift card, or store credit.

 

Items Not Eligible for Return or Refund

•       Non-defective products on all-sales-final product lines (see above)

•       Products damaged due to misuse, improper installation, or failure to follow care instructions

•       Products modified or altered after delivery

•       Normal wear and tear or cosmetic changes over time

•       Consumable items (filters, treatment chemicals, aromatics, cover accessories)

•       Damage resulting from failure to winterize outdoor products in cold climates

 

Questions Before You Buy

We strongly encourage you to reach out before purchasing — especially for all-sales-final product lines. Our concierge team is here to help you assess fit, dimensions, electrical requirements, and installation needs before you commit.

 

Email: concierge@teakandmarbleatelier.com

 

This policy applies to all orders placed through teakandmarbleatelier.com. TMA reserves the right to update this policy at any time. The version published on our website is always the current version.