Returns and Exchanges

All our products are perishable. For this reason,
we do not accept returns or exchanges,
except in case of product damaged upon receipt or delivery error.

Defective or Damaged Products

To be eligible, damage must be visible and objectively demonstrable
upon opening the package. Any claim must be reported
within 24 hours of delivery.

Required proof:

• Photo of the product as received, ideally in the shipping box, clearly showing the visible damage;
• Close-up photo of the damage (tear, leak, opening, spilled powder, etc.);
• Proof of purchase (order number).

All proof must be consistent. Terraïka reserves the right to refuse any
claim if the provided evidence does not clearly demonstrate damage occurred before
the receipt of the package.

What is NOT admissible

• Product opened by the customer before photos were taken;
• Partially used product;
• Subjective claims (taste, smell, texture, personal preference);
• Product damaged after receipt (prolonged transport, heat, improper storage);
• Absence of a photo showing the product in the box at the time of opening;
• Inconsistent evidence or evidence suggesting tampering after receipt.

Terraïka reserves the right to refuse any claim where the evidence does not clearly demonstrate damage occurred BEFORE the package was received.

Delivery Issue

• If you received the wrong order, please write to us
  within 24 hours of receipt with a photo
  of the package and products received so our team can correct your shipment.

Lost or stolen packages

• If the carrier indicates that the package is delivered but you cannot find it,
  Terraïka unfortunately cannot be held immediately responsible for the loss.
• Upon your request, Terraïka can open a claim with the carrier to verify the situation.
  A replacement or refund can only be issued once the official conclusion
  from the carrier is received.

In-store Purchases

• Retailers reserve the right to take back a product according to their own policy.

Responsibility after delivery

• Given the perishable nature of our products, we cannot be held responsible
  for damage occurring after receipt of the package, including:
  prolonged transport, improper storage, or exposure to heat.

Contact

info@terraika.com