Return & Refund policy - terragems.shop

Last Updated: January 14, 2026

At Terra Gems, your satisfaction is our priority. If you are not completely happy with your purchase, we offer a straightforward return and refund process in line with our commitment to quality service.

14-Day Return Policy

We provide a 14-day return window, which means you can ask for a return within 14 days of when you receive your item.

To be eligible for a return:

The item must be in the original condition as delivered.
All original tags must be attached.
Packed in its original packaging.
Include the receipt or valid proof of purchase.

Note: Returns without prior request will not be accepted.

How to Initiate a Return

To request a return:

Contact our support team at support@terragems.shop within 14 days of delivery.
Provide your order number, the item you wish to return, and the reason for the return.
Our team will review your request and respond with the next steps, including the return address.

Return Label

At Terra Gems, we keep our return process simple and clear.

If the return is due to customer reasons (wrong item, change of mind) the customer will be responsible for the return shipping costs and will need to get the return shipping label from their preferred carrier.

If the return is due to an error on our part (damaged, defective or incorrect item) Terra Gems will provide a prepaid return shipping label at no cost to the customer. Our support team will send you the label and guide you through the return process.

Return Method

All returns must be shipped back to us via a trackable mailing service to ensure safe and documented delivery. Customers are responsible for securely packaging the item to prevent damage during transit.

Restocking Fee

We do not charge any restocking fees for returns or exchanges. You can shop with confidence knowing that you will receive a full refund or exchange value for eligible items, excluding any shipping costs.

Damages and Issues

Please inspect your order upon delivery and report any problems immediately. If your item is damaged, defective, or incorrect, contact us right away at support@terragems.shop with your order number and clear photos of the issue. Claims for damages or incorrect items must be made within 48 hours of delivery.

Exceptions / Non-Returnable Items

Returns are not accepted for the following items:

Jewellery that has been used, worn, or modified.
Items damaged due to misuse or unauthorized modification.
Clearance or sale items and gift cards.

Refunds

Once we receive and inspect your returned item, we will notify you of the refund approval status. If approved, the refund will be issued to your original payment method within 7 business days.

Important: If you haven’t received your refund after 14 business days from approval, please contact us at support@terragems.shop.