Shipping, Return & Refund policy

 

Shipping:

Standard Shipping: Orders typically arrive within 4-10 business days.

 

Deliveries to certain remote and difficult-to-service locations may take upto 15-20 days due to courier network limitations and transit constraints.

This includes regions such as Jammu & Kashmir, Ladakh, Himachal Pradesh (remote areas), Uttarakhand (remote areas), the Northeastern states (Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland, Sikkim, and Tripura), Andaman & Nicobar Islands, Lakshadweep Islands, and other remote or non-metro locations.

Upon placing an order, delivery information will be communicated via email or phone. Tracking details will be provided by our logistics team via email (ask.terrana@gmail.com) once the order has been dispatched.

Should there be an expected delay in shipping, the customer will be promptly notified with updated shipping details.

For prepaid orders, if the shipping address or contact details provided by the customer are incorrect, or if for any other reason the customer/recipient does not accept the order, the order will be considered fulfilled and no refund will be issued. A second delivery attempt will be made after confirming the address with the customer, with shipping charges borne by the customer.

Priority / Express Shipping:
If you would like your order to be shipped on priority or via express courier (air), please email us at ask.terrana@gmail.com with your Order ID within 2 hours of placing the order, and our team will assist you.

For inquiries regarding shipping and delivery, please contact ask.terrana@gmail.com


Partial COD / Advance Payment Policy

For selected made-to-order, customised, or personalised products, we require a partial advance payment of ₹199 at the time of placing a Cash on Delivery (COD) order.

This advance amount is strictly non-refundable under any circumstances, including but not limited to:

  • Refusal to accept the order at the time of delivery

  • Failure to receive the order

  • Customer unavailability

  • Incorrect address or contact details provided by the customer

  • Return to Origin (RTO) due to failed delivery attempts

As these products are specially prepared and processed upon order confirmation, the advance payment covers operational and processing costs and cannot be refunded once the order is placed.


Return and Exchange:


All products are non-returnable and non-exchangeable, except in cases of major defects.

If your order arrives damaged, defective, with any missing item, or you receive a wrong product, you must notify us within 24 hours of delivery by emailing us at ask.terrana@gmail.com  along with your order ID, clear images, and a proper uncut unboxing video.

Once verified, we will arrange a pickup of the incorrect or defective item. After the product is successfully picked up, we will dispatch your correct order at the earliest.

Please note that in such cases, we do not offer refunds or exchanges with any other product, only the originally ordered item will be shipped to you.

Requests without an uncut unboxing video will not be accepted.

Please note:

  • Products may vary slightly from the photos due to:

    • Lighting, angles, and display settings: Colors and details may appear different based on your screen settings and photography conditions.
    • Handcrafted details: Many of our products are handmade, so slight variations in design or finish are part of their unique charm.
    • Materials: Items featuring stones, pearls, or other natural elements may have subtle differences in shape, size, or texture.

    These minor variations are not considered defects, and such products cannot be returned or exchanged.


  • In any other cases, return shipping costs will be your responsibility.

No other requests will be entertained.


Refund:

We don't offer refunds. Unless we are not being able to send you the product in case of it it selling out! All refunds are returned to source account within 5 to 7 days.

If in any case you do not accept your order under any circumstances it will be sent back to us. 

In any case we do not refund shipping charges.


Delivery Disputes:

If you face any of the following issues, please reach out to us within 24 hours of the order status showing "Delivered" by emailing us at ask.terrana@gmail.com:

  1. Order status shows as "Delivered," but you have not received the package.
  2. Package reported as lost or stolen.
  3. Package was delivered but items were missing or tampered with.

For any delivery disputes, please note that the resolution and refund process may take 30-45 days. During this time, we will work closely with our shipping partners to investigate and resolve the issue.

Disclaimer:

Any customs charges imposed by the destination country are the responsibility of the customer.

Cancellation Policy:

All orders placed on our website are final and non-cancellable.

Once an order is confirmed, it is immediately processed and prepared for fulfillment. As a result, cancellation requests cannot be accommodated under any circumstances after the order has been placed.

For prepaid orders, no refund will be issued in the event of a cancellation request, as operational, processing, packaging, and fulfillment costs are incurred immediately upon order confirmation.

By completing your purchase, you expressly agree to these terms and conditions.

Official Communication:

For all formal inquiries and communication related to our company, please reach out to us exclusively via email at ask.terrana@gmail.com. This ensures that your queries are properly addressed and handled by the right team.