1. Introduction
Welcome to TERRASSIC's Cancellation & Refund Policy. We are committed to ensuring customer satisfaction. This policy outlines the conditions and processes for order cancellations, returns, refunds, and exchanges.
2. Order Cancellation
Cancellation by Customer:
- Customers can cancel orders before the shipment has been processed.
- To cancel an order, please contact our customer support team at info@terrassic.com or fill out the online cancellation form available on our website.
Cancellation by TERRASSIC:
- We reserve the right to cancel orders under certain circumstances, such as out-of-stock items or suspected fraud.
- Customers will be notified promptly via email if their order is cancelled by us.
3. Return Policy
Eligibility for Returns:
- Items can be returned within seven (7) days of delivery in their original condition and packaging.
- Non-returnable items include final sale items and custom orders.
Return Process:
- To initiate a return, contact our customer support team at info@terrassic.com or fill out a return request form on our website.
- Returns require prior authorization from our support team.
- Follow the instructions provided for packaging and shipping the returned items.
4. Refund Policy
Refund Eligibility:
- Refunds are issued for items returned in their original condition.
- Refund requests must be made within seven (7) days of receiving the item.
Refund Process:
- Once we receive and inspect the returned items, we will process your refund.
- Refunds will be issued via the original payment method or as store credit.
- Refunds are typically processed within fourteen (14) days of receiving the returned item.
5. Exchanges
Eligibility for Exchanges:
- Items can be exchanged if the wrong item was received or if the item is defective.
- Non-exchangeable items include custom or personalized items.
Exchange Process:
- To initiate an exchange, contact our customer support team at info@terrassic.com.
- Follow the provided process for sending and receiving exchanged items.
6. Shipping Costs
Responsibility for Return Shipping:
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
Refund of Shipping Costs:
- Shipping costs are refunded if the return is due to our error or a defective item.
7. Damaged or Defective Items
Reporting Damaged or Defective Items:
- Report any damaged or defective items within seven (7) days of delivery.
- Provide necessary documentation, such as photos / videos of the damage, to support your claim.
Resolution Process:
- We offer replacements or refunds for damaged or defective items.
- The resolution process typically takes seven to ten (7-10) days from the report.
8. Non-Returnable Items
List of Items Not Eligible for Return or Refund:
- Customized or personalized items
- Final sale items
- Perishable goods
9. International Returns
Additional Conditions for International Returns:
- International returns follow the same process but may involve additional steps.
- Customers are responsible for international return shipping costs.
Customs and Duties:
- Customers are responsible for any customs duties and taxes associated with returned items.
10. Contact Information
Customer Support Contact Details:
- Email: info@terrassic.com
- Phone: +91 93412 10271
- Hours of Operation: 10:00 AM to 7:30 PM
Procedures for Submitting Requests:
- For assistance with cancellations, returns, and refunds, please contact our support team through the provided email or phone number.
11. Changes to the Policy
Right to Modify the Policy:
- TERRASSIC reserves the right to modify this policy at any time.
Notification of Changes:
- Changes to the policy will be communicated through our website and will take effect immediately upon posting.