Refund policy

RETURN AND REFUND POLICY

Last updated: August 4, 2026

We want customers to understand the applicable return terms before placing an order. This policy explains Teralven's general return and refund process. Product-specific conditions displayed on a product page before purchase form part of this policy.

RETURN REQUEST WINDOW

You may request a return within 30 days after the order is marked delivered, unless the product page clearly states a different legally permitted condition before purchase.

To begin a return request, email teralvengoods@gmail.com with:

• Your order number
• The email address used at checkout
• The item and quantity involved
• The reason for the request
• Photographs or video when the request concerns damage, a defect, an incorrect item, missing contents, or another condition that can be shown visually

Do not send an item back before receiving written return authorization and return instructions. Items sent without authorization, or sent to an address shown on a shipping label without written instructions from Teralven, might not be received or processed.

ELIGIBILITY FOR CHANGE-OF-MIND RETURNS

Unless stated otherwise before purchase, an approved change-of-mind return must be:

• Unused, unworn, unwashed, and unaltered
• Complete, with all included parts and accessories
• In its original packaging where reasonably possible
• In a condition suitable for resale

Proof of purchase is required.

Teralven may decline a change-of-mind return when the item is used, incomplete, damaged after delivery, altered, contaminated, or returned outside the applicable request window, except where applicable law requires another remedy.

NON-RETURNABLE ITEMS

The following items may be non-returnable when this restriction is disclosed before purchase and permitted by law:

• Personalized, custom-made, or made-to-order products
• Products that cannot be resold for health, hygiene, or safety reasons after opening or use
• Perishable goods
• Hazardous materials
• Final-sale or clearance items clearly identified as final sale before purchase
• Gift cards

A non-returnable designation does not remove any rights you may have when an item arrives damaged, defective, materially different from its description, incorrect, or incomplete.

DAMAGED, DEFECTIVE, INCORRECT, OR INCOMPLETE ORDERS

Inspect your order promptly after delivery. Email teralvengoods@gmail.com within 7 days of delivery when an item is damaged, defective, incorrect, or missing parts or contents.

Provide the order number and clear photographs or video of:

• The product
• The issue
• The packaging
• The shipping label
• All items received, when relevant

After reviewing the evidence, Teralven may provide an appropriate remedy such as replacement parts, a replacement item, a return for refund, or another remedy required by applicable law.

Do not discard the item or packaging until the claim is resolved unless keeping it would be unsafe.

RETURN SHIPPING

For an approved change-of-mind return, the customer is responsible for return-shipping costs unless Teralven confirms otherwise in writing or applicable law requires otherwise.

Original shipping charges are not refundable for change-of-mind returns unless stated otherwise before purchase or required by law.

When the return results from Teralven's error, a verified defect, damage in transit, an incorrect item, or missing contents, Teralven will provide the applicable remedy and return instructions.

Teralven is not responsible for a return shipment that is sent without authorization, sent to the wrong address, or lost because the customer did not use the instructed method.

Retain the return receipt and tracking information until the matter is resolved.

REFUND PROCESSING

After an approved return is received and inspected, Teralven will notify you whether the refund is approved.

Approved refunds are issued to the original payment method, unless another method is required by law.

Teralven aims to initiate an approved refund within 10 business days after completing the inspection. Your bank or payment provider may require additional time to post the credit.

Email teralvengoods@gmail.com if more than 15 business days have passed after Teralven confirms that a refund was issued and it has not appeared in your account.

CANCELLATIONS AND ORDER CHANGES

Email teralvengoods@gmail.com as soon as possible to request a cancellation or address change.

A request is not guaranteed after fulfillment or processing has begun. If an order has already shipped, the applicable return terms will apply.

Teralven may cancel an order before shipment because of suspected fraud, payment issues, inventory or supplier failure, an obvious pricing or listing error, a shipping restriction, or another reason that prevents lawful fulfillment.

When Teralven cancels an unshipped order, the amount collected for the cancelled item will be refunded.

EXCHANGES

Teralven does not guarantee direct exchanges.

When an exchange is approved, Teralven may require the original item to be returned and may process the replacement as a new order.

CONSUMER RIGHTS

This policy does not limit any non-waivable rights or remedies available under applicable consumer-protection law.

CONTACT

Questions and return requests must be sent to:

teralvengoods@gmail.com