Refund policy


Last Updated : 19 April 2026

At Terra, we want you to love every purchase. If something isn't quite right, we're here to help make it right quickly and fairly.

1. Our Return Window

You have 30 days from the date you receive your order to request a return or refund. Requests made after this period will generally not be accepted, except where required by applicable consumer protection laws in your country.

2. What Qualifies for a Refund or Return?

We handle returns and refunds in two main ways depending on the issue:

Refund Without Return (Our Preferred Option for Most Cases)

For defective items, damaged goods on arrival, wrong items received, or items not as described, we can often issue a full or partial refund without requiring you to ship the item back. You can keep or responsibly dispose of the product. This keeps things simple, fast, and cost-effective for everyone. To qualify, please provide clear photos or a short video showing the issue when you contact us.

Physical Returns

In some cases, we may request that an item be returned for inspection before issuing a refund or replacement. Items must be:

  • Unused and in original condition (with tags, packaging, and all accessories intact where possible)
  • Not worn, washed, or altered

Important: We do not accept returns or refunds for change-of-mind, incorrect selection, or preference-based reasons.

Note: We do not accept returns for customised, personalised, or hygiene-sensitive items (e.g., underwear, earrings, beauty products) unless they are faulty.

3. How to Start a Return or Refund Request

  1. Contact our support team within 30 days of receiving your order on our contact form here.
  2. We will review your request promptly (usually within 1–2 business days) and reply with next steps, including any approval, refund details, or return instructions.
  3. For faulty or incorrect items, we will require you to reply with an attachment of photos or a short video as proof.

4. Return Shipping & Costs

  • Refund without return: No shipping required from you.
  • Physical returns: You are responsible for return shipping costs unless the item is faulty or our error. We recommend using a tracked service for your records.
  • We may charge a reasonable restocking fee (up to 15–20%) for returns on certain high-value items.
  • If the item was faulty or damaged on arrival, we will cover reasonable return shipping costs (or provide instructions for reimbursement).

Return Address: To make returns easy and local for you, we provide a local/domestic return address in your country or region upon approval. Do not ship directly to any other address, as packages sent without prior approval or to incorrect addresses may not be accepted or refunded.

5. Refunds & Processing Time

  • Once your return is approved and (if required) we receive and inspect the item, we will process your refund to the original payment method.
  • Refunds typically appear within 5–10 business days, depending on your bank or payment provider.
  • For faulty items, we aim to offer a repair, replacement, or refund at our discretion, in line with applicable laws.

6. Exchanges

If you would prefer an exchange instead of a refund, let us know when requesting. Subject to stock availability, we can arrange this (you may need to pay any price difference or return shipping).

7. Important Notes

  • We reserve the right to refuse returns that do not meet the conditions above or appear to involve abuse of the policy (e.g., excessive returns from the same customer).
  • This policy does not affect your statutory rights under the consumer protection laws of your country. Faulty or misdescribed goods are handled according to those laws.
  • Shipping delays, customs issues, or duties are the responsibility of the carrier or customer where applicable. We are not responsible for delays caused by carriers.
  • International shipping times can vary, and we encourage you to track your package.

8. Questions?

If you have any questions about this policy or need help with an order, please contact us on our contact form here. We're happy to assist!

Thank you for shopping with Terra — we truly appreciate your business.