Delivery & retoure policy
**Terravial Return and Refund Policy**
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Effective Date: the date of receiving the product
At Terravial, we prioritize your satisfaction with our products. If for any reason you are not completely happy with your purchase, our return policy ensures a smooth and transparent process for returns and refunds.
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1. Eligibility for Returns
- Items must be returned within 14 days of the purchase date.
- The product must be in its original condition, unused, and undamaged.
- The return request must include proof of purchase (order confirmation, receipt, or invoice).
- Custom or personalized orders may not be eligible for returns unless there is a defect.
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2. Non-Returnable Items
- Products that have been damaged by the customer.
- Items without proof of purchase.
- Custom-made or personalized bottles unless faulty.
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**3. Return Process
- Step 1: Contact our customer service team at office@terravial.com to request a return authorization.
- Step 2: Once approved, securely package the item and include a copy of the receipt.
- Step 3: Ship the item to the provided return address. Customers are responsible for return shipping costs unless the product is defective.
*Note: We recommend using a trackable shipping method to ensure successful delivery.
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4. Refunds
- Once the returned item is received and inspected, we will notify you via email about the status of your refund.
- If approved, the refund will be processed to your original payment method within -3 business days
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5. Exchanges
- Exchanges are only available for items of the same value and are subject to stock availability.
- If you wish to exchange a product, please follow the return process and indicate that you prefer an exchange.
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6. Damaged or Defective Products
- If you receive a damaged or defective product, please contact us within 7 days of receiving the item.
- We will arrange for a replacement or a refund, including return shipping costs.
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7. Contact Information
If you have any questions or concerns regarding returns, feel free to reach out:
- Email: office@terravial.com
- Website: www.terravial.com
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Thank you for choosing Terravial. We appreciate your trust in our products and look forward to providing you with excellent service.