Product Support & Warranty

At TOWWIY, we are committed to providing exquisite sculptural decor and a clear, reliable support experience for every customer. Each art piece is carefully selected, inspected, and securely packaged before shipment. If your product arrives damaged, defective, or develops a qualifying manufacturing issue during the applicable warranty period, our customer support team will work with you to provide an appropriate solution.

1. 90-Day Limited Warranty

Most TOWWIY sculptures and decor pieces purchased through towwiy.com are covered by a 90-day limited warranty, beginning from the date your order is delivered.

This warranty applies to eligible manufacturing defects or structural issues that occur during normal intended display and use. Depending on the circumstances, we may provide:

• A replacement product
• A replacement component or base, where available
• Store credit
• A refund, where appropriate

The specific solution will depend on the nature of the issue, product availability, and the circumstances of the warranty claim.

2. What Is Covered

Our limited warranty may cover issues such as:

Manufacturing Defects: Defects in materials or workmanship that affect the normal structural integrity, stability, or intended aesthetic display of the product.

Structural and Material Issues: Eligible issues involving insecure mountings, unstable display bases, or structural separation of resin, stone, or crystal components not caused by accidental damage, improper handling, modification, or misuse.

Products Damaged on Arrival: Items that arrive fractured, broken, defective, or unusable due to shipping or courier mishandling.

3. What Is Not Covered

The warranty does not cover damage or issues caused by:

• Accidental drops, impacts, knocks, cracks, or breakage occurring after delivery.
• Improper assembly or placing the sculpture in precarious, unstable locations.
• Misuse or use outside the product's intended decorative purpose.
• Exposure to excessive moisture, extreme heat, direct outdoor elements, or harsh chemical cleaners.
• Normal wear and tear.
• Unauthorized repairs, modifications, or alterations to the sculpture's structure.
• Damage caused by improper cleaning, dusting, or maintenance.
• Loss or theft.
• Damage occurring after the applicable warranty period has expired.

*Note on Natural Variations: Because our collections utilize artistic materials like stone and crystal, minor natural variations in color, stone veining, crystal textures, finish, or decorative details are inherent to the craftsmanship. These unique characteristics are not considered manufacturing defects.

4. Damaged or Defective Items

If your TOWWIY product arrives damaged, defective, or with missing components, please contact us as soon as possible after delivery. To help us review your request quickly, please provide:

• Your order number
• Your full name and email address
• A brief description of the issue
• Clear, well-lit photos showing the defect or damage
• A short video demonstrating the issue where possible
• Photos of the internal protective foam and outer packaging if the item was damaged during shipping

Please keep the original product and all packaging materials until our customer service team has reviewed and resolved your request.

5. How to Make a Warranty Claim

To submit a warranty claim, contact our customer service team via email. Please include your order number, product name, description of the issue, and supporting visual evidence.

Our team will normally review your request and respond within 24–48 business hours. Additional information may be requested if necessary to confirm the issue and determine the appropriate solution.

6. Replacement Products

If a replacement is approved, we will make reasonable efforts to provide the exact same piece. If the original design is unavailable or out of production, we may offer a comparable replacement product, store credit, or another appropriate resolution. Replacement availability depends on current inventory and artistic production batches.

7. Refunds

Warranty approval does not automatically guarantee a cash refund. Refund eligibility is determined according to the nature of the structural issue and our applicable Return & Refund Policy. When a refund is approved, it will normally be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

8. Returns and Warranty Are Different

Our Return & Refund Policy applies when you wish to return an eligible purchase within the 30-day return window due to personal preference. Our Limited Warranty applies strictly to qualifying manufacturing defects and structural issues. Please review our Return & Refund Policy for complete information regarding standard returns.

9. Shipping Damage

If your package appears crushed or severely damaged when delivered, we strongly recommend taking photos of the exterior package before opening it. If the sculpture inside is damaged, please contact us immediately and provide photographs of the outer carton, the shipping label, the fractured product, and the internal custom-molded foam.

10. Product Care

To help maintain your TOWWIY decor pieces in pristine condition:

• Handle all stone, resin, and crystal elements with extreme care to avoid chipping.
• Place sculptures on stable, flat surfaces away from edges where they could be easily knocked over.
• Dust gently with a soft, dry microfiber cloth.
• Avoid using harsh chemical solvents, abrasive sponges, or excessive water during cleaning.
• Keep pieces out of environments with extreme temperature fluctuations or excessive humidity.

Improper handling, display, or maintenance may affect your warranty eligibility.

11. Consumer Rights

This limited warranty is provided in addition to any rights you may have under applicable consumer protection laws. Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded or restricted.