Refund policy
We have a 14-day return policy. This means that you have 14 days after receiving the product to request a return.
To be eligible for a return, the products must not be damaged by the customer. In case of returning the portable monitor stand, all the parts, except one metal plate, need to be returned. In case of returning the monitor, all cables, accessories and manuals need to be returned.
To start a return, please contact us at support@ternsetups.com.
If your return is accepted, we’ll send you instructions on how to send your package to us.
Items sent back to us without first requesting a return will not be accepted. If a customer refuses to pay import taxes and refuses to receive the item while it is in transit then the customer is liable for administrative fee and the return transportation costs.
Customers can take advantage of the free return only once. If the package is sent back and forth multiple times then all shipping fees will be deducted from the refund.
| Product | Return fee |
| Portable Monitor Setups | Free |
| Portable monitor stands and laptop stands |
Typically between 10€-20€, but it depends on the country |
What is the warranty for the portable monitor?
We are confident that our portable monitor will exceed your expectations and enhance your digital experience. To ensure your peace of mind and satisfaction, we offer a comprehensive warranty for the monitor.
Coverage:
Tern Setups warrants the portable monitor to be free from defects in materials and quality for one (1) year from the date of purchase. During this period, we will repair or replace, at our discretion, any defective parts or the entire unit free of charge. Note that you, as the customer, are liable for shipping costs.
Exclusions:
This warranty does not cover misuse, accident, alteration, or normal wear and tear damages. Additionally, it does not cover damages caused by unauthorized repairs or modifications. The warranty is also void if the product is used in a manner that does not follow the user manual or if it is used with incompatible devices or accessories.
Claim Procedure:
If you have a warranty claim, please email support@ternsetups.com. Our team will guide you through the steps to resolve the issue promptly.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item(s), so that we can evaluate the issue and make it right. If the product is damaged during transit, you must take pictures of the damaged package in order to receive the refund. Our shipping partners (FedEx and local postal companies) need pictures of the damaged packages for proof.
Refunds
If your return is approved, you’ll be automatically refunded on your original payment method within 10 business days after we receive the item. Shipping fee will not be refunded. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@ternsetups.com.
Refunds on lost shipment
If your shipment is lost during transit, you are entitled to a full refund. Please note that we can request more information from the local shipping provider if the shipment has not reached the destination in 30 days. If the local shipping provider confirms that the parcel is lost, then we will process the refund. The reason why we will not process the refund before it has been confirmed lost, is because usually in case of a delay, the shipment is not lost and it will be delivered to you later.