Terms of service
Payments
Accepted payment methods
All orders placed through the TDW Trade platform must be paid using the payment method selected at checkout. Available payment methods may include, but are not limited to, bank transfer, credit card, PayPal, or other payment gateways, depending on the trade partner’s region and delivery address. The availability of specific payment methods is determined by TDW at its sole discretion.
Payment terms
All trade orders are required to be paid in full at the time of order placement unless otherwise explicitly agreed in writing by TDW or expressly specified in an official TDW quote. Any deviation from full upfront payment must be confirmed in writing by TDW prior to order placement.
Credit card and PayPal payments
Where payment is made by credit card, PayPal, or other similar payment gateways, the trade partner agrees to the following:
- All outstanding balances must be cleared promptly, and in all cases prior to the arrival or delivery of the order, unless otherwise agreed in writing.
- The trade partner agrees not to dispute payments, initiate chargebacks, or open payment claims for issues related to damages on arrival, production delays, or fulfillment matters.
- Any damages on arrival, defects, or replacement requests must be handled exclusively through TDW Trade’s applicable returns, damages, and claims policies.
- Initiating a payment dispute or chargeback in lieu of following TDW’s established returns or damages procedures constitutes a breach of this Trade Agreement.
TDW reserves the right to suspend current or future trade orders, revoke trade privileges, or terminate the trade agreement in the event of unpaid balances, disputed payments, or chargebacks initiated in violation of this section.
Returns & Exchanges
For selected collections only, trade orders can be returned within 15 days after being received. *Excluding Srelle & Dimo
The trade partner is fully responsible for return shipping fee and sending the items back to our warehouse. This means that the order has to be packed securely to avoid any damages during shipping.
Items that arrived damaged in out warehouse as part of a return will not be refunded or claimed. The cost of the damaged items will be deducted from the total refund.
Returns from private customers can not be sent back to our warehouses directly. These returns will not be accepted and will be sent back to the trade partner. The return shipping charges will be placed on the trade partner account.
Please note that all upholstery pieces are made to order and cannot be cancelled or returned.
Natural Materials & Finish Variations
Many TDW products are crafted from natural materials such as solid wood, veneer, stone, cane, leather, and certain metals. These materials inherently vary in grain, structure, porosity, color undertone, and surface characteristics. Such variations are natural features of the material and are not considered defects.
Please note that separate orders, even when placed for the same product and in the same specified finish, may exhibit variations in tone, shade, grain pattern, texture, or overall appearance. Natural base materials differ from batch to batch, and the application of identical production finishes (such as stains, oils, lacquers, or patinas) can result in visibly different tones depending on the underlying material characteristics.
Variations in color tone or finish between separate orders, production batches, or deliveries do not constitute grounds for return, exchange, refund, or claim.
By placing an order, the trade partner acknowledges and accepts the inherent variability of natural materials and understands that tonal consistency across separate production runs cannot be guaranteed.
Delays
Delays may occur during the production or fulfillment of an order; these are often related to issues beyond our control. TDW is not liable for any problems related to such delays, and cancelation terms remain the same.
You can contact our support at trade@timelessdesignworks.com for any status updates if delays occur.
Freight, shipping, forwarding, and handling
- The Customer may pick up a Trade order at a TDW warehouse once completed.
- The trade store offers a range of shipping options for trade orders, including but not limited to direct shipping door-to-door by a shipping service (such as FedEx, UPS, or DHL), sea freight (LCL or FCL) handled by a forwarder, air freight handled by a forwarder, and local truck delivery.
- Not all shipping options may be available for all orders, and the Customer should contact TDW to confirm the availability of shipping options for their specific order.
- By accepting the shipping options presented at checkout, the Customer agrees to the terms of this Agreement.
Order pick up
Orders may be picked up at a TDW warehouse during regular business hours, or TDW may arrange a pickup through a forwarder upon request.
Shipping costs
TDW will provide customers with the cost of shipping services either by email or through our shipping partners. Sometimes, customers may be presented with direct shipping options by shipping services such as FedEx Freight.
Please note that automatically calculated shipping rates can be incorrect.
TDW is not responsible for incorrectly calculated shipping costs calculated by shipping services.
TDW holds the right to cancel orders or shipping service orders due to incorrect shipping rates at any time.
If you have any questions about the shipping rates shown at checkout, please get in touch with us at trade@timelessdesignworks.com.
Damage claims on arrival
Should any order arrive with damage due to transportation we would need to be informed via email within 7 days of arrival with images of the packaging on each side and the item itself and any other inner packaging. Any claims after the 7 day period will not be processed.
Trade Partner Responsibility & End Customer Communication
TDW maintains a direct business-to-business relationship exclusively with its registered trade partners. TDW does not communicate with, provide support to, or engage in direct correspondence with a trade partner’s end customers under any circumstances.
All communication regarding orders, production updates, claims, damages, replacements, delays, warranties, or any other matters must be handled solely between TDW and the registered trade partner. It is the trade partner’s responsibility to manage all customer service, after-sales communication, and commercial arrangements with their own clients.
Trade partners are expected to inspect all goods thoroughly upon receipt and prior to offering, delivering, installing, or reselling the items to their end customers. This includes, but is not limited to:
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Verifying product condition
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Confirming quantities and specifications
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Reviewing finishes, materials, and workmanship
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Identifying any visible damages or discrepancies
By reselling, delivering, or installing the product to an end customer, the trade partner confirms that the goods have been inspected and accepted as compliant with the order.
Any issues related to damage, defects, or discrepancies must be reported to TDW in accordance with the applicable claims policy and within the specified timeframes. TDW is not responsible for claims arising after goods have been transferred to or installed for an end customer without prior inspection and notification.
The trade partner assumes full responsibility for ensuring that products supplied by TDW are suitable for their intended end use and for managing any end-customer expectations, representations, warranties, or commitments made independently of TDW.
Refunds:
Refunds where applicable will be sent to the paying bank account or through the original payment gateway unless otherwise discussed. Note that for a refund to be processed on a different bank account or through a different payment gateway, this should be discussed and agreed on with the TDW trade team. Please contact trade@timelessdesignworks.com if you wish for a refund to be sent to a different account.
Inventions, content, intellectual property, and other protective rights *[Referred to as “content”]
Images:
- Images can be used by trade partners for marketing and trade activities.
- Images can not be shared outside of the trade partner team.
The license in Sec. 6.1 comprises all future, as yet unknown, types of use and mainly implies the right of exploitation, publication, translation, duplication, distribution, public reproduction, storage on every kind of medium as well as processing and modification inclusive use and repetition of the thereby respectively occurring results as well as their respective exploitation, publication, translation, duplication. Distribution, public reproduction, storage on every kind of medium. A further consent of the contractor for the entire or partial exercise of the use and exploitation fights is not necessary.
Agreement cancelations
TDW holds the right to terminate any trade agreement with a trade partner at any given moment without the requirement of notice or specific justification.
The termination of a trade agreement means that TDW trade will suspend any trade operations that fall under the trade agreement. (Ex: trade discounts, the possibility to place trade orders, access to marketing content, …).
Our support team remains available at all times.
Order Cancelations
All orders once payment has been received can be cancelled within 48 hours.
All cancellations must be confirmed in writing by us, and an order or product is not canceled until you receive affirmative confirmation from the team.
Additional costs
TDW is not responsible for additional charges that might occur during order fulfillment. This includes potential import tax, fumigation costs, destination delay charges, re-delivery charges, and all other unforeseen charges.
“Note: Some of our items are made using natural cane, which is a natural, fragile material. We don’t recommend sitting directly on natural cane, as this might break the cane; instead, we recommend using appropriate seating pads on the chair’s seating area to protect the cane. With an appropriate seating pad, the cane should last for several years. In case of a cane string breaking, it can easily be repaired with your local cane specialist. You can search for one on easily online using the search term “Cane repair [Your location], “this usually costs anywhere between 15 and 85 USD.
Trade data:
A trade partner can request a trade or other data that is held by TDW at any moment, as required by the EU General Data Protection Regulation (GDPR). Please contact trade@timelessdesignworks.com to receive or request complete removal of all data held by TDW.
For any other questions related to TDW trade, please contact trade@timelessdesignworks.com. For any legal questions or concerns, please contact legal@timelessdesignworks.com.
Thank you,
The TDW Trade Team