TERRASTEP CUSTOMER CARE
Returns made SIMPLE.
We want every TERRASTEP journey to begin with confidence. If your purchase is not quite right, this guide explains the return and refund process clearly—from eligibility to resolution.
01
The essentials
30-Day Return Policy
We accept returns of eligible items within 30 days of the delivery date.
Returned within 30 days of delivery
Unused, unworn and in original condition
Original tags, packaging and accessories included
Clean and suitable for resale
02
Please note
Non-Returnable Items
For hygiene, safety and product-integrity reasons, some items may not qualify for return.
- Items that have been worn, washed or altered
- Products showing signs of misuse or customer-caused damage
- Items without original packaging or with missing components
- Final-sale or clearance items, where clearly indicated
03
We will make it right
Damaged, Defective or Incorrect Items
Contact us within 14 days of delivery when an order arrives damaged, defective or incorrect.
Please include
- Your order number
- A brief description of the issue
- Clear photos or video of the product and packaging
Available resolutions
- A replacement item
- A full refund
- Another appropriate solution based on the circumstances
Important:
Damage caused by misuse, accidents or ordinary wear and tear
is not covered by this policy.
04
Three clear steps
How to Start a Return
Contact us
Send your order number and the reason for your return.
Receive approval
Our team will review the request and send return instructions.
Send your item
Pack the approved item securely and follow the provided directions.
Returns sent without prior authorization may not be accepted.
05
After inspection
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are issued to the original payment method.
Return received
Your parcel arrives at our return facility.
Item inspected
We confirm the return meets the eligibility conditions.
Refund released
Allow 5–10 business days for your payment provider to process it.
06
Sending it back
Return Shipping
Unless an item is defective, damaged or shipped incorrectly, customers are responsible for return-shipping costs.
- Original shipping charges are non-refundable
- Use a trackable shipping service whenever possible
- Keep your tracking receipt until the return is completed
07
Before dispatch
Order Cancellations
Orders may be canceled before fulfillment begins. Once an order has been processed or shipped, it can no longer be canceled. After delivery, you may request a return under this policy.
08
Good to know
Additional Information
- This policy applies to purchases made directly through the TERRASTEP online store
- Returns from unauthorized third-party sellers cannot be accepted
- Delivered-package claims are reviewed individually
- Carrier, customs, severe-weather and other external delays are outside our control
- International customers are responsible for applicable duties, taxes and local fees
Still have a question?
Let’s find the right next step.
Tell our support team what happened and include your order number so we can help as quickly as possible.
TERRASTEP Return & Refund Policy