Refund policy

Want to make a return? Start here.

Before sending anything back, please reach out to us first — we'd love the chance to help resolve any issues with your order.

  1. Email us first. Email returns@telodesign.com with your order number and a brief description of the issue. We typically respond within 1–2 business days.
  2. We'll confirm your return. If your return request is approved, we'll reply with instructions. The customer is responsible for return shipping costs unless item arrived damaged, defective, or incorrect.
  3. Pack and ship your item. Securely repack the item in its original packaging and ship it back using the method we confirm with you. 
  4. Share your tracking number. Once dropped off, reply to our email thread with your tracking number so we know it's on the way.
  5. Refund issued. Once we receive and inspect your return, we'll process your refund within 5–10 business days. Final approval of refunds is subject to inspection of the returned item.

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Policy at a Glance

30-day return window  •  Items must be in good condition and in original packaging  •  Return shipping paid by customer unless item is defective or incorrect  •  Refunds processed within 5–10 business days of receipt and inspection  •  Damaged or defective items must be reported within 14 days of delivery with photos

1. Return Eligibility

You may return eligible items within 30 days of the delivery date. To qualify, items must meet all of the following conditions:

  • Item is in good condition with no significant signs of use, wear, damage, or alteration.
  • Item is in its original packaging with all accessories and documentation included.
  • You have proof of purchase (order number or confirmation email).
  • Return is initiated within 30 days of the delivery date.

The following are not eligible for return:

  • Items damaged due to misuse, accidents, or customer negligence.
  • Items returned more than 30 days after delivery.

We reserve the right to deny any return that does not meet the above conditions or that, in our reasonable discretion, appears to be damaged, or otherwise ineligible for return. Condition of returned items will be determined by Telo upon inspection.

Please note certain items may be designated as final sale and are not eligible for return. Such designation will be clearly indicated at the time of purchase.

2. Return Shipping

Who covers return shipping depends on the reason for your return:

  • Item arrived defective, damaged, or incorrect: Telo covers return shipping and will email you a prepaid label after your request is approved.
  • All other returns (e.g., change of mind): Return shipping is the responsibility of the customer. We recommend using a trackable shipping method, as Telo is not responsible for items lost, delayed, or damaged during return transit.

3. Refunds

Once your return is received and inspected, we will notify you by email whether your return has been approved or rejected.

If approved, your refund will be processed to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit to your account.

Shipping costs from your original order are non-refundable unless the return is due to a defect or our error.

We reserve the right to deny refunds for items that are returned in a condition that does not fully meet our return criteria.

4. Exchanges

If you received a defective or incorrect item and would prefer an exchange rather than a refund, please let us know when you email us. We will do our best to accommodate exchanges, but exchanges are not guaranteed and are subject to product availability. If the item you want is unavailable, we will issue a full refund instead.

5. Damaged or Defective Items

If your item arrived damaged or defective, please contact us within 14 days of delivery. Claims submitted after this period may not be eligible for replacement or refund. When you email us, please include:

  • Your order number.
  • A description of the damage or defect.
  • Photos clearly showing the issue.

We will prioritize your request, cover all return shipping costs, and offer a replacement or full refund depending on availability. Determination of whether an item is damaged or defective will be made by Telo upon inspection.

6. Late or Missing Refunds

If you haven't received your refund within 10 business days of our approval email, please:

  • Check your bank account or card statement again.
  • Contact your credit card company — it may take additional processing time before the refund posts.
  • Contact your bank, as there is often a processing period on their end.

If you've done all of the above and still haven't received your refund, email us at returns@telodesign.com and we'll get back to you in 1-2 business days. 

7. Questions?

We're happy to help. Reach out any time:

Website: www.telodesign.com
Email: info@telodesign.com
Mailing Address: 1500 Jackson St NE, Unit 339, Minneapolis, MN 55413

Nothing in this Return Policy creates any warranty or guarantee beyond those expressly stated in our Terms of Service.