Refund policy

 

1. Overview

At Terrva, we take pride in delivering high-quality physical products. If you are not fully satisfied with your purchase, this Refunds & Returns Policy outlines the conditions, process, and timeframes for returns and refunds clearly and fairly for both parties.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The return request must be initiated within 14 days of receiving the product.

  • The item must be unused, undamaged, and in its original condition.

  • The product must be returned in its original packaging, including all accessories and documentation.

  • Proof of purchase (order confirmation or receipt) must be provided.

Non-returnable items include:

  • Custom-made or personalized products

  • Items damaged due to misuse, improper handling, or normal wear and tear

  • Products returned without prior approval

3. How to Initiate a Return

To start a return, follow these steps:

  1. Email us at hellow@terrva.com with:

    • Your order number

    • Reason for return

    • Photos (if the item is damaged or defective)

  2. Our support team will review your request within 2–3 business days.

  3. If approved, you will receive:

    • Return instructions

    • Return shipping address

    • Any additional steps required

Important: Returns sent without prior approval may not be accepted.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs, unless the item is defective, damaged, or incorrect.

  • We recommend using a trackable shipping service, as Terrva is not responsible for lost or undelivered returns.

5. Inspection & Approval

Once your return is received:

  • The item will be inspected within 3–5 business days.

  • You will be notified of approval or rejection via email.

6. Refunds

If your return is approved:

  • Refunds will be issued to the original payment method.

  • Processing time: 5–10 business days after approval (depending on your payment provider).

Partial refunds may be granted if:

  • The item is not in its original condition

  • Parts are missing for reasons not due to our error

7. Exchanges

We only replace items if they are:

  • Defective

  • Damaged during shipping

  • Incorrect item received

To request an exchange, contact us at hellow@terrva.com with supporting details and images.

8. Damaged or Incorrect Items

If your item arrives damaged or incorrect:

  • Contact us within 48 hours of delivery

  • Provide clear photos of the product and packaging

We will offer a replacement or full refund at no additional cost.

9. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again

  2. Contact your payment provider

  3. If still unresolved, contact us at hellow@terrva.com

10. Contact Information

For any questions or support regarding returns and refunds:

Email: hellow@terrva.com
Business Name: terrva
Website: www.terrva.com

11. Policy Updates

Terrva reserves the right to update or modify this policy at any time. Changes will be effective immediately upon posting on the website.