We want you to love your Terranorah pieces. If something isn’t right, here’s how returns and refunds work.
Return window
You may return eligible items within [30] days of delivery. To be eligible, an item must be unused, in its original condition, and in its original packaging.
Natural variation is not a defect
Our baskets and trays are handwoven from natural water hyacinth. Slight differences in color, tone, size, and weave between pieces — and against product photos — are a natural feature of handmade, natural-fiber goods and are not considered defects. These variations are not grounds for a return as faulty, though they may still be returned under our standard return window if the item is unused.
How to start a return
- Email [support@terranorah.com] with your order number and the reason for return.
- We’ll reply with return instructions and the return address.
- Pack the item securely and send it back within [14] days of receiving instructions.
Return shipping costs
- If the return is because the item is faulty, damaged, or incorrect, we cover return shipping.
- If you’re returning for any other reason (e.g. changed your mind), return shipping is the customer’s responsibility. Original shipping costs are non-refundable.
Refunds
Once we receive and inspect your return, we’ll email you to confirm. Approved refunds are issued to your original payment method within [5–10] business days. Depending on your bank or card provider, it may take additional time to appear.
Damaged or incorrect items
If your order arrives damaged or you received the wrong item, contact us within [7] days of delivery with photos. We’ll arrange a replacement or full refund, including any return shipping, at no cost to you.
Non-returnable items
The following cannot be returned: [gift cards, sale/clearance items, custom or personalized orders] — unless they arrive faulty or damaged.
Your statutory rights
This policy is in addition to any rights you have under consumer protection law in your country (for example, EU/UK customers’ right to cancel within 14 days). It does not affect those rights.
Contact
Returns questions? Reach us anytime:
- Address: Spaces The Quad, 530 Technology Dr., Irvine, CA 92618, USA
- Phone: +1 (657) 966-1238
- Hours: Mon–Fri 9 AM – 5 PM, Sat 10 AM – 3 PM [xác nhận lịch]
- Email: mod@wwpath.us