Returns & Exchanges Policy
NOTE: ALL SALE ITEMS, UNDERWEAR, FABRIC FACE MASKS, AND CARE PACKAGES ARE FINAL SALE AND CANNOT BE RETURNED, EXCHANGED, OR REFUNDED.
Terrera accepts returns or exchanges of unused, unworn, full-priced items within 30 days of purchase under the following conditions:
1. Returned items must meet the following eligibility criteria: Unworn, unwashed, with no rips or tears, no odours. All original packaging must be included with tags attached, no other signs of being worn.
2. Please note that all gift cards and sale items are final sale - includes items under promotions, promotion codes, care packages, gift sets.
3. Our return parcel service is only available for domestic orders in Canada. Ordering from the U.S. or elsewhere? See below International Returns.
Terrera reserves the right to refuse a refund/exchange if above criteria are not met. Return parcels that do not meet above criteria may result in a fee deducted from the refund amount.
Returns Process (Canada)
1. Send us an email us at firstname.lastname@example.org. If eligible for return: a Return Authorization number with instructions will be sent by email.
2. Simply follow the instructions in your email to return the item to us.
3. We will send you a notification email once we have received and processed your returned item. Refunds for the total (not including shipping charges) will be credited to original method of payment.
A return fee of $6.00 will apply to cover restocking costs, and will be deducted from the refund amount. Please allow 3-5 business days to arrange for your exchange, not including delivery time.
If for any reason, you are not completely satisfied and your order meets the criteria above: you are eligible for an exchange within 30 days of your purchase date. Send us an email at email@example.com to request an exchange. If the item colour or size is not available, you may exchange for another item of the same value.
At this time, we aren’t able to provide international return labels. For return requests from outside Canada, any return shipping costs is to be covered by the customer.