Return & Refund Policy — Terra Gems

At Terra Gems, your satisfaction is our top priority. This Return & Refund Policy outlines the process for returning items, requesting refunds, and resolving issues with your orders.

1. Eligibility for Returns

Items are eligible for return if they meet the following conditions:

  • The product was purchased directly from Terra Gems.
  • The return request is made within 30 days of receiving the item.
  • The item is unused, in its original packaging, and in the same condition as received.
  • Proof of purchase (order number or receipt) is provided.

2. Non-Returnable Items

The following items cannot be returned:

  • Gift cards or promotional vouchers.
  • Items that show signs of use or damage not caused by shipping.
  • Custom or personalized orders (unless defective or damaged).

3. Return Process

  1. Contact our customer support team at terragemsofficial@gmail.com to initiate a return request.
  2. Provide your order number, reason for return, and photos if the item is defective or damaged.
  3. Once approved, we will provide instructions for shipping the item back to Terra Gems.
  4. Customers are responsible for return shipping costs unless the item is defective or damaged during delivery.

4. Refunds

Refunds are processed once the returned item is received and inspected. Refunds are issued to the original payment method used for purchase. Processing times may vary depending on your bank or payment provider, typically taking 5–10 business days.

Please note that original shipping fees are non-refundable unless the return is due to a defective or incorrect item.

5. Exchanges

Exchanges are available if you wish to replace an item with a different size, color, or product. The exchange process is the same as the return process. Customers are responsible for return shipping costs unless the exchange is due to a defective or incorrect item.

6. Damaged or Incorrect Items

If your item arrives damaged or you receive an incorrect product, contact us immediately at terragemsofficial@gmail.com with photos of the issue. We will provide a replacement or full refund at no additional cost.

7. Contacting Us

For any questions about returns, refunds, or exchanges, our customer support team is available 24/7. Contact us via email at terragemsofficial@gmail.com or by phone at 123 456 7890.

Contact Information