Refund policy

Effective Date: November 13, 2026
Website: https://www.freshchefbase.shop/
Business Name: TG WATER SYSTEMS LLC

At FreshChef Base, we believe that an organized home is built through practical details. From laundry baskets that help keep clothing and linens in order to towel rings that make everyday bathroom routines more convenient and bathroom trays that provide a neat place for personal essentials, we want every purchase to arrive in good condition and meet the expectations created by its product description.

We understand that customers may occasionally need to return an item. A product may not suit the intended space, a household arrangement may change, or an item may arrive damaged or different from what was ordered. This Return and Refund Policy explains how to request a return, which conditions apply, how refunds are processed, and how we address product concerns.

1. Return Period

Customers may request a return within 30 calendar days after the date the order is delivered.

To begin the process, email [email protected] with your order number and a brief explanation of the reason for the return. Please contact us before sending any merchandise back so that we can provide the appropriate instructions.

We recommend submitting return requests as soon as possible after identifying an issue. Requests received outside the stated period may not qualify for a standard change-of-preference return, although rights and remedies that apply under law will remain unaffected.

2. General Return Conditions

For a standard return based on personal preference, the merchandise should be:

  • Unused and in its original condition.

  • Clean and free from stains, residue, odors, or signs of installation.

  • Complete with the accessories, mounting components, or other items originally supplied, where applicable.

  • Returned with original packaging and product labels when reasonably available.

  • Packed securely to prevent damage during transportation.

Because our products serve different household purposes, the condition requirements may vary by product type.

Laundry Baskets: Laundry baskets should be returned clean, empty, and free from cracks, deformation, stains, or signs of extended household use. Any removable components originally included should be returned with the item.

Towel Rings: Towel rings should not show signs of installation, drilling, adhesive application, permanent mounting, or other use. Mounting hardware and accessories supplied with the product should be included where possible.

Bathroom Trays: Bathroom trays should be clean and free from soap residue, water stains, cosmetic products, scratches, or other signs of use. Protective packaging should be retained when reasonably possible.

These conditions apply to ordinary preference-based returns. They do not remove a customer's rights concerning defective, damaged, incorrectly supplied, or materially misdescribed merchandise.

3. Damaged, Defective, or Incorrect Products

We want customers to receive the product they selected in the condition reasonably expected from its listing.

If an item arrives damaged, has a manufacturing defect, is missing an essential component, or differs materially from the order, please contact us promptly at [email protected].

To help us review the issue, please provide:

  • Your order number.

  • The name or description of the affected product.

  • A brief explanation of the problem.

  • Clear photographs showing the product and any visible damage.

  • Photographs of the outer packaging, if the shipping package was damaged.

After reviewing the information, we will explain the appropriate next steps. Depending on the circumstances and applicable law, a resolution may include a replacement, refund, or another suitable remedy.

Customers will not be charged return shipping for a qualifying return resulting from our fulfillment error or merchandise confirmed to be damaged or defective.

4. How to Request a Return

Please follow the procedure below:

Step 1 – Contact Our Team

Send an email to [email protected] with the subject line “Return Request – [Order Number].”

Step 2 – Identify Your Purchase

Include your full name, order number, delivery date, and the product you wish to return.

Step 3 – Explain the Reason

Briefly describe why you are requesting a return. If the product is damaged, defective, or incorrect, include photographs when possible.

Step 4 – Receive Return Instructions

Our team will review your request and provide the applicable return instructions, including confirmation of the return destination.

Step 5 – Prepare and Ship the Item

Pack the product securely and include its relevant components and accessories. Keep your shipping receipt and tracking details until the return has been completed.

Please do not mail a return before receiving instructions from our customer service team. This helps prevent packages from being delayed or becoming difficult to identify.

5. Return Shipping Costs

For standard returns based on a change of preference, an unsuitable purchase choice, or another reason unrelated to a product defect or our fulfillment error, the customer is generally responsible for return shipping costs.

If a return is necessary because we shipped the wrong product, the merchandise arrived damaged, or a qualifying defect is identified, we will review the matter and arrange an appropriate return or resolution without charging the customer for the qualifying return.

Any original shipping charge, if applicable, will be considered in accordance with the reason for the return and applicable law. Our current shipping offer is free shipping on orders of $10.00 or more and a $5.99 shipping charge on orders below $10.00.

6. Refund Review and Processing

When an authorized return is received, we will inspect the merchandise and compare it with the information provided in the return request.

If the return is approved, the refund will generally be submitted to the original payment method within 5–10 business days after the returned merchandise has been received and reviewed.

The time required for the funds to appear in the customer's account may depend on the payment provider, card issuer, or financial institution.

If a refund has been approved but has not appeared after a reasonable processing period, please contact us with your order number so that we can review the transaction.

This processing estimate does not override any shorter refund deadline required by applicable law.

7. Exchanges

If you would prefer a different product or need another item, please contact [email protected].

Exchange requests depend on product availability and the condition of the original merchandise. If the requested replacement is unavailable, we will explain the available alternatives, which may include returning the original item under this policy and placing a separate order.

8. Order Cancellations

If you decide that you no longer need an order, contact us as soon as possible after placing it.

We will make reasonable efforts to cancel an order that has not entered fulfillment or shipment. Once an order has been packed, dispatched, or transferred to a carrier, cancellation may no longer be possible.

If the order cannot be stopped, you may contact us after delivery to discuss whether it qualifies for a return under this policy.

Where an order cannot be shipped within the time stated at checkout or otherwise required by applicable law, we will provide the required notice and applicable cancellation or refund options.

9. Missing or Delayed Packages

If your tracking information indicates that an order has been delivered but you cannot locate it, check the mailbox, front entrance, parcel area, building reception, or other location where the carrier may have left the package.

You may also contact the carrier using the tracking details. If the package remains missing, email us with your order number so that we can review the available delivery information.

We will consider the circumstances of the shipment and the information available rather than treating a tracking scan alone as the end of every delivery inquiry.

10. Refunds for Unshipped Merchandise

If we are unable to fulfill an order and the customer is entitled to cancel under applicable law, we will provide the required refund for the unshipped merchandise.

Where federal mail, internet, or telephone order rules apply, any required delay notice, customer consent, cancellation option, and refund deadline will be followed.

11. Contact Information

For return, refund, exchange, or cancellation questions, please contact:

TG WATER SYSTEMS LLC
Contact Person: Leslie Ayala Alfaro
Email: [email protected]
Business and Return Address:
880 Hebron Pkwy, Ste 120
Lewisville, TX 75057
United States

We aim to handle every return request clearly, fairly, and consistently.

12. Applicable Law and Customer Rights

This policy is intended to operate consistently with applicable federal consumer-protection requirements and the laws of the State of Texas, including the Texas Deceptive Trade Practices–Consumer Protection Act, where applicable.

Nothing in this policy waives, restricts, or replaces a consumer right or remedy that cannot lawfully be excluded. If applicable law provides a customer with greater protection than this policy, the legal requirement will control.

By placing an order with FreshChef Base, customers acknowledge that they have had an opportunity to review this Return and Refund Policy.