Refund policy
By Terrazul – Returns & Refunds Policy
1. Eligibility for Returns
- Returns accepted within 14 days of delivery for eligible items, unused, in original packaging, and in resalable condition.
- Customers are responsible for return shipping costs. By Terrazul is not liable for damage during transit.
- Minor variations in glaze, color, size, or texture are not defects.
Final Sale Items:
- Made-to-order or custom items
- Vintage items
- Items purchased on promotion or sale
2. Refund Methods
- Original Payment: Refunds issued within 10 business days after inspection.
- Store Credit: Available for faster processing (48 hours).
3. Conditions & Fees
- Return Shipping Costs: Customers cover 100%, including packaging and insurance.
- Restocking Fees:
- Standard Items (ceramics, glassware, textiles, candles, small décor): 15% fee for non-defective returns.
- Oversized/Fragile/Vintage Items (rugs, planters, jars, XL décor, antiques): 20% fee.
- Proof of Damage: Submit photos/videos within 48 hours of delivery for defective or damaged items.
4. Processing Timeline
- Return Received: 3–5 business days for inspection.
- Approval: Email notification within 24 hours confirming approval or denial.
- Refund Issued:
- Original Payment: up to 10 business days
- Store Credit: 48 hours
5. Exceptions
- White Glove Deliveries: Refunds require a signed delivery condition report; items accepted as “delivered in good condition” are not eligible.
- Local Pickup Orders: Final sale; inspect items at pickup. No refunds after leaving the premises.
