All returns must be authorized in advance. TERRA-TORY accepts returns on unopened, unused products for 10 days after delivery. To receive an authorization, please e-mail us to firstname.lastname@example.org with your name, order number and the reason for the return and we will get back to you with the return instructions.
TERRA-TORY Skincare accepts returns for:
- Damaged or defective product(s)
- Wrong product(s) shipped by the seller
- Products with not matching description with that on our website
In case of damaged/defective product:
We proceed to its immediate replacement without any extra charge to the customer. Please inform us either by sending an e-mail to email@example.com. Please be detailed when you give the reason for the return. TERRA-TORY Skincare will try to accommodate return requests, but we reserve the right to deny returns on opened and used products, especially those that have not been authorized and cleared for return in advance. The customer must cover the shipping costs of return, for all returns that are not the result of errors made by TERRA-TORY Skincare.
If you think that you have received the product either in a bad condition or if the packaging is tampered with or damaged during delivery, please refuse to accept the package and hand it back to the delivery person. Please send us an email then with the reason you refused to accept the package to firstname.lastname@example.org mentioning your Order Number. We will do our best to ensure that the payment received for the damaged product will be refunded within 10 working days. Please make sure that the original product tag and packing are intact when you send us the product back.
Apart from condition reserved herein above, the following products are not eligible for return or replacement:
- Any product exceeding 48 hours of delivery at your end
- Any product that exhibits physical damage either to its packaging or to the product itself
- Any product that is returned without all original packaging and accessories and all other items originally included with the product at the time of delivery
For any queries or complaints do not hesitate to e-mail us to email@example.com
In case of a non-defective product, returns can be done in the following cases:
- If you place a return request within 10 business days upon delivery of the product.
- The packaging is not damaged and the product is maintained in its original condition. You are charged with shipping fees.
Order Cancellation Policy
If you have to cancel an order, please do so within 24 hours of placing the order or before the product has been shipped. We will refund you the entire amount. Once your order has been dispatched from our end, cancellations cannot be made. The orders once placed at www.terra-tory.com, can be cancelled under the following conditions:
Mode of Communication
- The customer can send a cancellation request through email to firstname.lastname@example.org, stating the order number and the reason of return
- The customer can send a cancellation message by filling the form found in Contact Us page on our website
- In case that TERRA-TORY Skincare has clearly mentioned that cancellations will not be accepted, the order cannot be cancelled.
- In case that TERRA-TORY Skincare has explicitly mentioned that cancellations are accepted, the customer must follow the appropriate procedure as it is defined in our Policy.
- In case that TERRA-TORY Skincare has not mentioned anything explicitly, the cancellation depends on the shipping condition of the order.
For any inconvenience caused by cancelling an order, there will be a charge that corresponds to 10% of the total amount of the order. The refund of the rest amount will be transferred to the account you provided, while placing the order.
- Order cancellations can be done by customers according to our Policy. TERRA-TORY Skincare processes the refund of the cancelled order within 15 working days. Please bear in mind that it can take up to 7-10 working days for you to see the transfer in your account, depending on your bank.
- If the order is cancelled by TERRA-TORY Skincare due to non-availability of the product or any such unforeseen circumstances, the full amount will be refunded to the customer. If TERRA-TORY Skincare will not be able to ship an “out of stock product” within 5 business days, customers can request the cancelation of their order and get a full refund.
- Unless mutually agreed, all refunds will be made in the same form of currency, as that received during payment before refund.
- On authorizing a return request, TERRA-TORY Skincare will wait until they receive the item back from the buyer, before a refund is issued. The buyer may be given the option to either keep or discard the item even if TERRA-TORY Skincare decides to definitely issue a refund.
- If the buyer returns the item to TERRA-TORY Skincare damaged or in an altered condition, a partial refund will be issued. If TERRA-TORY Skincare decides to issue a partial refund, the buyer will receive an explanation e-mail letter in advance to avoid any misunderstanding.
- If TERRA-TORY Skincare has described and listed the item accurately, but the buyer, simply no longer wants it, then a refund is issued for the item price, but shipping costs are excluded from the refund.
- If the customer does not receive the order by TERRA-TORY Skincare, we try to work on a mutually agreeable solution with the customer. How we decide to proceed is ultimately determined by TERRA-TORY Skincare customer service policy. However, the most likely options include: (i) Refunding the buyer, (ii) Asking the buyer to wait a bit longer for the delivery of the order.
- In cases where TERRA-TORY Skincare is not to be held responsible for the return, where no defect has been reported and the buyer simply no longer wants the item, the return shipping costs should be charged to the buyer. Upon receipt, TERRA-TORY Skincare will issue a refund to the buyer within 15 days. If you did not provide a return address within the applicable Elected Country or a prepaid return shipping label to the buyer, the refund to the buyer should also include their international return shipping costs.
- Our ship days: Monday - Friday only.
- Please allow 7-10 business days for your order to be processed and shipped.
- Shipping and Billing information must be identical.
- During this difficult time, please be sure that the shipping address provided is available to receive your package(s) to avoid redelivery fees. Please double check your delivery address. You must provide an address you know you will be receiving delivery. This includes missing apartment number.
- You will receive order confirmation and/or tracking number/information once your order has been processed.
- If you submitted an incorrect or insufficient address, your order will be shipped back to us. We will then contact you via email. Additional shipping invoice will be sent before reshipping your order. Once invoice is paid, we will proceed with reshipment.