RETURNS
At Terra Naturalis Ltd., your satisfaction is our top priority. If you’re not completely satisfied with your purchase, please contact us at contact@terranaturalis.co.uk, and we’ll do everything we can to make it right. Below is our transparent refund policy for your understanding.
1. FAULTY OR DAMAGED PRODUCTS
1.1 We strive for the highest quality, but if you do receive a faulty or damaged product, rest assured, we’re here to help. Please email us at contact@terranaturalis.co.uk within 30 days of your purchase. To expedite the resolution, kindly provide your original order number and a detailed description or visual proof (photo or video) of the issue.
2. NON-RETURNABLE ITEMS
2.1 Due to hygiene reasons, certain goods like perishable items are non-returnable. This includes products like [specific non-returnable items]. We accept returns of these items only if they are faulty or under exceptional circumstances.
3. INCORRECT ORDERS
3.1 Although it’s rare if you receive an incorrect order, we apologize for the inconvenience. Please email us at contact@terranaturalis.co.uk with a photo of the incorrect order and details of the discrepancy, along with your original order number. We’ll work swiftly to rectify the mistake.
4. GENERAL GUIDELINES
4.1 For all returns, the items must be in their original condition and packaging.
4.2 The cost of return shipping will be at your expense, unless the return is due to an error (e.g., faulty product or incorrect item sent).
4.3 Refunds will be processed to the original payment method used during purchase. 4.4 If you have any other queries or concerns that are not covered in this policy, please don’t hesitate to reach out to us at contact@terranaturalis.co.uk.