Refund policy

Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must:

  • Be in the same condition that you received it — unworn or unused
  • Have all original tags attached
  • Be in its original packaging
  • Include the receipt or proof of purchase

Important: Returns sent without prior authorization will not be accepted.

To start a return, please contact us at hello@tryterre.com.

Return Shipping

  • Customers are responsible for return shipping costs. We do not offer free returns.
  • All approved returns must be sent to our designated warehouse.
  • Return instructions will be provided once your request has been approved.
  • Shipping costs are non-refundable.

Order Cancellation

  • If you wish to cancel your order, please contact us as soon as possible.
  • Orders cancelled may be subject to a 10% processing fee, covering non-refundable payment processing charges, transaction fees, and order handling costs.
  • Once an order has been shipped, it cannot be cancelled and must follow the standard return process.

Damaged, Defective, or Incorrect Items

  • Inspect your order upon delivery.
  • If your item is defective, damaged, or incorrect, contact us within 7 days of delivery at hello@tryterre.com with:
    • Photos of the item
    • Your order number
  • We will evaluate the issue and provide an appropriate solution.

Non-Returnable Items

Certain items cannot be returned:

  • Perishable goods (food, flowers, plants)
  • Custom or personalized products
  • Personal care items (beauty or hygiene products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items
  • Gift cards

If you are unsure whether your item is eligible, please contact us before purchasing.

Exchanges

The fastest way to receive a different item is to return the original item (if eligible). Once the return is approved, you may place a new order.

Refunds

  • Once we receive and inspect your return, we will notify you of the approval status.
  • If approved, refunds will be processed to your original payment method within 5–10 business days.
  • Note: Original shipping fees are non-refundable. Payment providers may take additional time to process the 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.
  • The item must be in the same condition that you received it — unused, with tags, and in original packaging.
  • Customers are responsible for return shipping costs.
  • If the order has already been processed or prepared for shipment, a 10% processing fee may apply to cover non-refundable payment and handling costs.

Contact Information

For all return and refund inquiries:
Email: hello@tryterre.com