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Refund & Returns Policy

Last updated: June 2, 2026

1. Our Commitment

At Terralox, your satisfaction is our priority. If something is not right with your order, we are here to make it right. This policy complies with EU consumer protection law (EU Directive 2011/83/EU).

2. 30-Day Money-Back Guarantee

If you are not completely satisfied, you may return your purchase within 30 days of delivery for a full refund. To be eligible:

  • The item must be returned within 30 days of delivery
  • The item must be unused and in its original condition
  • Original packaging must be included where possible
  • You must contact us before sending the item back

3. EU Right of Withdrawal (14 Days)

As an EU consumer, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason. Notify us at support@terralox.eu within 14 days. You then have a further 14 days to return the item. We will issue a full refund including original standard shipping within 14 days of receiving the return.

4. Non-Returnable Items

  • Items that have been used, washed, or altered
  • Items returned without original packaging
  • Items purchased during final sale or marked as non-returnable

5. Faulty, Damaged, or Incorrect Items

Contact us within 7 days at support@terralox.eu with your order number, description, and photos. We will offer a full refund, free replacement, or store credit.

6. How to Request a Return

  1. Email support@terralox.eu with your order number and reason
  2. We respond within 1-2 business days with instructions
  3. Pack the item securely and send to the address provided
  4. Refund processed within 5-7 business days of receiving the return

7. Refund Processing

  • Refunds issued to your original payment method
  • Allow 5-7 business days after we receive the return
  • COD orders refunded via bank transfer — provide your bank details when requesting

8. Exchanges

We offer exchanges for a different size, colour, or variant within 30 days. Contact support@terralox.eu. If the item is unavailable, we will offer a full refund or store credit.

9. Return Shipping Costs

  • Change of mind returns: customer covers return shipping
  • Faulty, damaged, or incorrect items: we cover return shipping
  • EU withdrawal returns: customer covers return shipping unless item is faulty

10. COD Order Refusals

Refusing delivery without a valid reason may result in return shipping charges. Repeated unjustified refusals may restrict future COD ordering. Contact us immediately if you have a legitimate reason for refusal.

11. Contact Us

  • Email: support@terralox.eu
  • Website: terralox.eu

We respond to all enquiries within 1-2 business days.