Return and Refund Policy

Return and Refund Policy

Effective Date: September 1, 2025

At Terrene Products, your satisfaction is our priority. If something isn’t right with your order, we’ll do our best to make it right.

1. Contact Us

If you have any questions about returns or refunds, reach out to our Customer Service team:

📧 Email: support@xxxxx
📞 Phone: xxx-xxx-xxxx
📍 Address: 672 Carla Avenue, Chula Vista, CA 91910
🕘 Hours: Monday–Friday, 9am–5pm PT

2. Return Eligibility

You may return most items within 14 days of receipt if they meet these conditions:

  • Unused & Undamaged – Item must be in the same condition you received it.

  • Original Packaging – Must include all labels, tags, manuals, and accessories.

  • Proof of Purchase – Receipt or order number required.

3. How to Return an Item

  1. Start a Return – Contact us by email or phone within 14 days of delivery. Provide your order number and reason for the return.

  2. Get Authorization – We’ll review your request and send instructions, including a Return Authorization Number (RMA) and, if applicable, a prepaid return label.

  3. Pack Safely – Use the original packaging, include all items, and attach the return label clearly.

  4. Ship It Back – Send your package within 7 days of receiving the authorization. Use a trackable shipping method.

4. Who Pays for Return Shipping?

  • Change of Mind: Customer is responsible for return shipping costs.

  • Defective/Damaged/Incorrect Items: We cover return shipping costs.

5. Refund & Exchange Options

5.1 Change of Mind

  • Eligible if returned within 14 days, unused, and in original packaging.

  • Refund issued to original payment method (minus any restocking fees).

5.2 Defective or Damaged Items

  • Notify us within 48 hours of delivery with photos or videos.

  • We’ll send a replacement or issue a full refund, including shipping.

5.3 Incorrect Item Received

  • Contact us immediately.

  • We’ll arrange free return shipping and send the correct item.

5.4 Lost or Missing Orders

  • Contact us if your order doesn’t arrive within the estimated delivery time.

  • We’ll investigate with the carrier and issue a replacement or refund if confirmed lost.

5.5 Cancellations

  • Before shipment: Full refund available.

  • After shipment: Follow the standard return process.

6. Exceptions – Non-Returnable Items

  • Custom or personalized products

  • Perishable goods (food, flowers, etc.)

  • Intimate or sanitary products (e.g., opened personal care items, underwear, swimwear)

  • Gift cards and downloadable software

7. Refunds

  • Approval: Refunds are issued only after we receive and inspect your return.

  • Method: Refunds go back to your original payment method.

  • Timing: Please allow up to 14 business days after approval for the refund to appear in your account.

  • Partial Refunds: May apply if items are returned late, incomplete, or damaged (not due to our error).

8. Exchanges

  • We’ll replace defective, damaged, or incorrect items at no extra cost.

  • For exchanges due to change of mind, customers pay shipping costs.

9. Your Rights

This policy does not affect any legal rights you may have under applicable consumer protection laws.

10. Questions or Help

📧 Email: support@xxxxx
📞 Phone: xxx-xxx-xxxx
📍 Address: 672 Carla Avenue, Chula Vista, CA 91910

By purchasing from our website, you agree to this Return and Refund Policy.