Refund policy

Refund & Return Policy

We offer a 60-day return policy, which means you have 60 days after receiving your order to request a return.

To be eligible for a return, your item must be in its original packaging, unopened, and in the same condition as when you received it. For health and safety reasons, we can only accept returns for unopened and still sealed items. Any product that has been opened, unsealed, or partially used cannot be returned. You will also need to provide proof of purchase.

To initiate a return, please contact us at terragoldcontact@gmail.com. Items returned without a prior return request will not be accepted. If your return is approved, we will provide you with a return label as well as detailed instructions on how and where to send your package.

Please note that return shipping costs are the responsibility of the customer, and the return address will only be provided if the return is approved.

For any questions regarding returns, you can always contact us at the address terragoldcontact@gmail.com.

Order Cancellation
If you wish to cancel your order, please let us know within 2 hours of placing your order. Order cancellation requests after the first 2 hour timeframe will not be accepted. 

Please note that any orders cancelled at the customers request will incur a cancellation fee of €0.60 to cover processing costs.

If you have any further questions, please don't hesitate to contact us.

Exchanges
If you received a product different from the one you ordered, or if your item arrived damaged or opened, we will send you a free replacement under our 60-day guarantee.

We may ask you to provide a photo of the product and its packaging before proceeding.

Partial refund option
In certain cases, such as if a return is not feasible or the product has been opened, we may offer a partial refund as an alternative solution. For example, a 40% refund may be offered without the need to return the item. If applicable, this option will be communicated to you during your request.

Damages and Delivery Issues
We kindly ask that any delivery or product issues are reported to us within 5 days of receiving your order. Unfortunately, reports made after this timeframe fall outside the investigation period with our delivery partners, and we will be unable to provide further assistance. 

Please note: if an order is marked as delivered by the courier, we must rely on the tracking information and cannot override these details if it is out-with the 5 day period. 

Exceptions / non-returnable items
We do not allow refunds due to shipping times. Our Shipping information is provided on the product page, and on the Shipping Policy page. If you do not wish to keep the item once you have received it, you can return it for a refund.

European Union 14-day cooling off period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. To be eligible, the item must be unworn, unused, in its original sealed packaging, and you must provide proof of purchase. Return shipping costs apply.

Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at terragoldcontact@gmail.com.