Thank you for shopping at terrae!
We offer a refund and/or exchange within the first 14 days of your purchase if:
- The item(s) arrive damaged;
- The item(s) arrives defective;
- The characteristics of the item(s) do not correspond at all to what was advertised.
If it has been 14 days since the date of your purchase, you will not be offered a refund and/or exchange of any kind. (DL nº 78/2018, of October 15th.).
Eligibility for Refunds and Exchanges
- Your item must be unused and in the same condition as you received it.
- The item must be in the original packaging.
- To complete your return, we require a receipt or proof of purchase.
- If the item in question is marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of your return.
Warnings
Due to the handcrafted nature of our articles, small variations in color, imperfections in the composition and/or confusing or barely noticeable insertion of the logo are not considered defects. Therefore, these items will not be eligible for exchange or refund.
Considering the information above, we ensure that the items sent to the customer will be similar and not identical to what is displayed in the presentation images.
Additionally, item colors may vary slightly due to differences in light settings and device screens. In such cases, the products will also not be eligible for exchange or refund.
Eligibility for Refunds and Exchanges
- Your item must be unused and in the same condition as you received it.
- The item must be in the original packaging.
- To complete your return, we require a receipt or proof of purchase.
- If the item in question is marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of your return.
Late or missed refunds
- If you haven't received a refund yet, check your bank account first. Then contact your credit card company, it may take some time for your refund to be officially credited.
- If you have already done all of this and still haven't received your refund, please contact us at terrae.pt@gmail.com.
Shipping
- The article must be sent to the following address: Rua João Vaz 93, 2925-651 Brejos de Azeitão.
- You will be responsible for paying the shipping costs to return the item.
- Our items are handcrafted, therefore any imperfections resulting from artisanal production will not be considered a defect and shipping costs are now non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund in this condition.
- Depending on where you live, the time it may take for your item to reach you may vary.
- Please note that we cannot guarantee that we will receive your returned item.
