1. Introduction

Welcome to TERRASSIC's Cancellation & Refund Policy. We are committed to ensuring customer satisfaction. This policy outlines the conditions and processes for order cancellations, returns, refunds, and exchanges.

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2. Order Cancellation

Cancellation by Customer:

• Customers can cancel orders before the shipment has been processed.

• To cancel an order, please contact our customer support team at info@terrassic.com or fill out the online cancellation form available on our website.

Cancellation by TERRASSIC:

• We reserve the right to cancel orders under certain circumstances, such as out-of-stock items or suspected fraud.

• Customers will be notified promptly via email if their order is cancelled by us.

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3. Return Policy

Eligibility for Returns:

• Items can be returned within seven (7) days of delivery in their original condition and packaging.

• Non-returnable items include final sale items and custom orders.

Return Process:

• To initiate a return, contact our customer support team at info@terrassic.com or fill out a return request form on our website.

• Returns require prior authorization from our support team.

• Follow the instructions provided for packaging and shipping the returned items.

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4. Refund Policy

Refund Eligibility:

• Refunds are issued for items returned in their original condition.

• Refund requests must be made within seven (7) days of receiving the item.

Refund Process:

• Once we receive and inspect the returned items, we will process your refund.

• Refunds will be issued via the original payment method or as store credit.

• Refunds are typically processed within fourteen (14) days of receiving the returned item.

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5. Exchanges

Eligibility for Exchanges:

• Items can be exchanged if the wrong item was received or if the item is defective.

• Non-exchangeable items include custom or personalized items.

Exchange Process:

• To initiate an exchange, contact our customer support team at info@terrassic.com.

• Follow the provided process for sending and receiving exchanged items.

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6. Shipping Costs

Responsibility for Return Shipping:

• Customers are responsible for return shipping costs unless the item is defective or incorrect.

        Refund of Shipping Costs:​

• Shipping costs are refunded if the return is due to our error or a defective item.

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7. Damaged or Defective Items

Reporting Damaged or Defective Items:

• Report any damaged or defective items within seven (7) days of delivery.

• Provide necessary documentation, such as photos / videos of the damage, to support your claim.

Resolution Process:

• We offer replacements or refunds for damaged or defective items.

• The resolution process typically takes seven to ten (7-10) days from the report.

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8. Non-Returnable Items

List of Items Not Eligible for Return or Refund:

• Customized or personalized items

• Final sale items

• Perishable goods

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9. International Returns

Additional Conditions for International Returns:

• International returns follow the same process but may involve additional steps.

• Customers are responsible for international return shipping costs.

Customs and Duties:

• Customers are responsible for any customs duties and taxes associated with returned items.

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10. Contact Information

Customer Support Contact Details:

• Email: info@terrassic.com

• Phone: +91 93412 10271

• Hours of Operation: 10:00 AM to 7:30 PM

Procedures for Submitting Requests:

• For assistance with cancellations, returns, and refunds, please contact our support team through the provided email or phone number.

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11. Changes to the Policy

Right to Modify the Policy:

• ​TERRASSIC reserves the right to modify this policy at any time.

Notification of Changes:

• Changes to the policy will be communicated through our website and will take effect immediately upon posting.