Return & Refund Policy

Returns Policy

Damaged/Faulty items

In the event of an item arriving damaged, contact must be made to ourselves via email within 48 hours of receipt of the goods and we will advise whether a return is necessary. We request photographic evidence of all damages wherever possible (excluding silver jewellery), rather than a return. If you receive goods that are faulty or incomplete on arrival, you must notify us within 72 hours of receipt of the item in writing (by post, by e-mail or by using the Contact Us page on the website). 

Incorrect items received

If by mistake we supply you with an incorrect item, you must notify us within 30 days.

Unwanted items

If you wish to return an unwanted item, you must notify us in writing (either by post, by e-mail or by using the Contact Us page on the website) within 14 days of receipt of the item.

All Items should be returned in their original packaging and 'as new' to the Dispatch Depot: 

Affinity Park 

Europa Drive, 

 S9 1XT

Sheffield, UK

Before returning any items, you must inform TERRApia of the reason for the return. Please quote your original order number on all returns and correspondence.

In the event of an item returned to TERRApia not arriving, you will be asked to provide tracking details (where applicable) or a receipt of proof of postage.

We advise that customers return items of high value (£15 or more) a return signed for second class.

If an item(s) is returned to us without any written communication, and not in line with our returns procedure, TERRApia will not compensate for any transport costs involved. 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at terrapia.inbox@gmail.com.