Cancellations and refunds

Q1. What is the general return policy on Terra Origin Products?

In an event where you'd want to return the Terra Origin product that you purchased from our website; you should inform us within 48 hours of receiving the product. The product should be sealed & untampered for us to accept the return. Requests received after 48 hours of product delivery will not be entertained.

 

Few points to consider:

  1. To initiate the return process, email us at customersuccess@terraorigin.in
  2. The product should be in its original condition. The product should be unopened, and unused.
  3. Please make sure to return the original invoice, box and price tags received with the product.
  4. In case the returned product is found ineligible for refund, we will send the product back to you should you wish to have it
  5. You will have the option to get a refund, or exchange the product.
  6. In case of a prepaid order, you will receive the refund in your payment method within 7-10 business days.
  7. In case of a Cash on Delivery order, we will require your bank account details to process the refund amount. Immediately after we process your refund request, you will receive the refund amount in the provided bank account within 10-15 business days.
  8. Replacements are subject to availability of products
  9. Orders cannot be cancelled once shipped
  10. Your refund will be processed only after the returned product has been inspected & approved by us.

 

 

Q2. What should I do if I receive a defective item or an incorrect product?
If you receive a defective product, or a different product than what you had ordered, you can inform us within 48 hours of receiving the product by emailing us at customersuccess@terraorigin.in

 

Follow these steps to return a damaged, defective or a wrong product:

  1. Notify us within 48 hours of receiving the products by emailing us at customersuccess@terraorigin.in, mentioning the issue, and whether you want a refund, or a similar product, or a different product. Supporting this with images & videos of the defect is always helpful
  2. Return the product in its original packaging, original box, price tags and invoice
  3. For the refund process, refer (Q1) above

 

Q3. What is your category specific policy for return?
For nutrition products, the return policy is as mentioned in the previous answers.

Q4. Is there any processing fee for replacements or returns?
While there is no processing fee for returns or replacements, you will have to pay a difference amount if you are requesting a replacement with a product that is priced higher than the price of the product you want to replace.

Q5. I need to return an item, how do I arrange for a pickup?
1. Email us at: customersuccess@terraorigin.in to initiate the return of your item.
2. Once you email us, you will receive a call from us during which you will be explained the return process.
3. We will arrange for the pick-up of the item through our courier partners.

Q6. What are the modes of refund available after cancellation or return?
For prepaid orders: If you wish to cancel or return the order (within 48 hours only), you can email us at customersuccess@terraorigin.in and we will cancel your order. Once we process your cancellation request, you will receive the refund amount in the payment method that you had used while placing the order, within 7 to 10 business days. Your refund will be processed only after the returned product has been inspected & approved by us.

For Cash on Delivery orders: If you cancel or return the order, you can email us at customersuccess@terraorigin.in and we will cancel your order (within 48 hours only). We require your bank account details to send you the refund amount. Immediately after we process your refund request, you will receive the refund amount in this bank account within 10-15 business days. Your refund will be processed only after the returned product has been inspected & approved by us. Once shipped, the order cannot be cancelled.

Q7. In how many days will the product be delivered in the product replacement process?
We will try to deliver the replacement product within 14 working days after your request for replacement of product is approved by us. In case of a delay due to circumstances outside of our control, you shall be informed.