Return policy

We offer a 100% Satisfaction Guarantee so we always aim to solve any issues you may have until you are satisfied.

Firstly we request you email any questions about sizing or performance to:

(support@terragentle.me)

 

Our returns policy is as follows:

What is your returns policy?

We’re dedicated to making your TERRA experience a great one. If you’re not happy with your purchase, the following reasonable conditions apply to our Returns Policy.

1. For order errors, please email us within 4 days of receiving your order. Provide order details and any relevant pictures.
2. For a change of mind returns (with the exception of final sale items, promotional items, gift cards and Trial Packs), please email us within 4 days of the delivery date with your order number, reason for return and how many unopened, as received, new packs you would like to return. The customer is responsible for return shipping costs. Note: opened packs are not eligible for return
3. Items marked as Final Sale and promotional items (e.g. free gifts with purchase, buy one get one free items) cannot be returned or refunded.
4. Trial Packs cannot be returned or refunded. Gift cards cannot be returned or refunded (unless required by law)
5. We only accept returns for eligible products purchased on TERRA online stores. We have great relationships with our retailer partners and if you would like to return a product purchased from one of our retailers, please contact them directly for assistance and information regarding their return policy.
6. Our returns policy does not cover leaks due to incorrect sizing purchases. We’re happy to work with you on your fit, please contact customer service.
7. Original shipping and handling fees are not eligible for refund.

 

What is your exchange policy?

If you’ve ordered the wrong size in error, we will happily exchange provided the following condition are met:

1. Please notify us within 1 day before your order is fulfilled
2. Kindly understand that we require the customer to cover the cost of return shipping.
3. Due to the nature of our products we are unable to accept exchange due to packs of diapers your baby has outgrown.
4. Items must be returned in the same condition as you received them. This means the item must be in the original undamaged packaging.

Our friendly customer service team are always on

hand if you have any questions or concerns: support@terragentle.me

 

Change of Mind After Order

• We require a 24-hour notice period (during business days) for any changes to your order.
• Unfortunately, once your order has been processed, we are unable to make changes or offer a refund.

 

Incorrect Size Delivered - Our Error

• If we deliver the incorrect size, please contact us immediately.
• We will rectify this by dispatching the correct size to you at no additional cost.

 

Incorrect Size Delivered - Your Error

• We require a 24-hour notice period (during business days) for any changes to your order.
• Unfortunately, once your order has been processed and delivered, we are unable to offer a refund or replacement. If you want to exchange the size then you have to bare the shipping cost.

 

If you subscribe - Your Error

• If you mistakenly subscribed to our products and have received them, you have to bare the shipping cost. Only product price will be refunded.

 

Eligibility for Returns

• Items can be returned within 5 working days of receipt for a full refund or exchange.

 

Condition of Returned Items

• Returned items must be unused, in their original packaging, and include all tags and labels.

 

Proof of Purchase

• A receipt or proof of purchase is required for all returns and exchanges.

 

Proof of Condition

• To initiate a return, you must provide a video showing the item’s condition and detailing the reason for the return. This helps us verify the issue and process your return more efficiently.

 

What if I receive a faulty item?

If you have a concern about your product or think it might have a defect, is damaged or has missing parts, please contact support@terragentle.me. with pictures and videos of the item showing the fault or damaged part and we will evaluate your feedback.

 

How long does it take for the whole return and exchange process to be completed?

We usually collect items within 24-48 hours from the date of your feedback. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product

Our friendly customer service team are always on hand if you have any questions or concerns: support@terragentle.me