Returns & Refunds
Anything you order from TerraNest can be sent back within 30 days of arrival, for whatever reason. Below you'll find the conditions, the procedure, who covers the costs and when the refund lands.
- Return window
- 30 days from delivery
- Return shipping
- We cover the cost if the item is faulty or not what you ordered; you cover it if you simply changed your mind.
- Refund time
- 3-10 business days after we get the item
- Refund method
- The same method you used to pay
1. Conditions
To be eligible for a refund, the item must be returned within 30 days of delivery, in its original condition, with all packaging, labels, and tamper-evident seals intact. The item must not have been used, washed, or damaged, and must be returned in the original protective packaging. Refunds are issued to the original payment method: Cash on Delivery refunds are paid by bank transfer, and Direct Bank Transfer refunds are returned to the originating bank account.
2. How to send an item back
- Submit a return request to [email protected] with your order number, item name, and reason for return.
- Receive a return merchandise authorisation (RMA) number and the return address from our support team.
- Pack the item securely in its original protective packaging, including any tamper-evident seals, and attach the RMA number to the outside of the parcel.
- Receive the refund within 3-10 business days after the returned item passes inspection at our warehouse.
3. Who pays return shipping
If the item arrived faulty, damaged or different from your order, we pay. We'll send a prepaid label or arrange a courier pickup. If you changed your mind, you cover the return shipping and nothing else is deducted.
4. Refund timing and method
Refunds go out within 3 business days after the item passes inspection. For cash-on-delivery orders we send a bank transfer to the account you name; for bank-transfer orders we return the money to the same account. The bank usually processes it within 1-5 business days.
5. What different situations mean for your refund
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Correct item sent, incorrect one returned | None |
| Parcel lost | We resend the order or refund it in full once we've traced the parcel with the courier. | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | The full item price is refunded | Return shipping only |
6. Exchanges
For an exchange of size, variant or product, send the item back using the return process and place a new order. We refund the returned item as soon as it arrives. If the exchange was our mistake, the new order ships free.
7. Cancelling an order
You can cancel an order at no cost until it ships. Email [email protected] with your order number. Once it's dispatched, the return procedure takes over.
8. Questions about this policy
Reach us at [email protected] or by phone at +44 141 970 2560 during Mon-Thu 09:15-17:00, Fri 09:15-15:00, Sat 09:30-15:15, break 12:45-13:30. Every request gets a reply within one business day.
- Merchant
- TerraNest UK Limited
- Registered address
- 18 West George Street, Glasgow G2 1NZ, United Kingdom
- [email protected]
- Phone
- +44 141 970 2560
- Working hours
- Mon-Thu 09:15-17:00, Fri 09:15-15:00, Sat 09:30-15:15, break 12:45-13:30
- Registration
- Company No. SC408928