Refund policy
Delivery & Returns (UK)
Last updated: September 2025
This page forms part of our Terms & Conditions of Sale (United Kingdom) (“T&Cs”). If anything here differs from the T&Cs, the T&Cs prevail.
1) Shipping & Order Tracking
Where we deliver. We currently deliver to the United Kingdom (England, Wales, Scotland and Northern Ireland). We don’t deliver to PO Boxes, BFPO addresses or parcel lockers.
Delivery charges & options. The options available to your address, together with prices and estimated delivery times, are shown at checkout and in your order confirmation. From time to time we may offer free standard delivery promotions - any such offer will be shown at checkout.
Dispatch & tracking. When your order ships, we email you a dispatch confirmation with a tracking link/number so you can follow your parcel online.
Delivery times. Estimates shown at checkout are working days (Mon–Fri, excluding public holidays) and are not guaranteed. We’ll keep you informed if there is a significant delay and offer appropriate options.
Safe place / neighbour. If you ask the carrier to leave a parcel in a safe place or with a neighbour, risk passes when the carrier follows that instruction (see T&Cs).
2) Missed Delivery & Undeliverable Parcels
If a delivery attempt fails, the carrier will usually try again or hold the parcel at a local depot/collection point. If the parcel is returned to us as undeliverable (e.g., incorrect address or not collected), we’ll refund the product price (less any delivery charge, unless required otherwise by law). Please check your address details carefully at checkout.
3) Ownership & Risk
Ownership passes to you when we receive full payment; risk of loss/damage passes on delivery (or in accordance with any safe-place instruction you give). See T&Cs for details.
4) Returns - At a Glance (UK consumers)
• You have a 14-day cooling-off period starting the day after delivery to cancel most online purchases without a reason.
• After cancelling, you have another 14 days to send the goods back.
• Unless we state otherwise, you pay return postage for change-of-mind returns.
• We refund the product price and the standard outbound delivery cost (if paid) within 14 days of receiving the goods back or receiving proof of return, whichever is earlier, to your original payment method.
• If you chose a premium delivery method, we refund only the cost of the least expensive standard option.
• Please handle items only as you would in a shop. We may deduct for diminished value caused by unnecessary handling.
• Hygiene-sealed goods not suitable for return (e.g., sealed cleaning liquids/sprays) are non-returnable once unsealed, unless faulty.
• Your statutory rights for faulty/misdescribed goods remain (Consumer Rights Act 2015).
Returns cannot be made “in store”. If you purchased through a third-party retailer (e.g., department store), please follow their returns policy.
5) How to Return (step-by-step)
Step 1 - Tell us. Email care@terrea.care with your order number, items you wish to return and the reason (optional). We’ll reply with instructions and, where applicable, a return label.
Step 2 - Pack. Place items in their original packaging, unused, with any accessories, leaflets and promotional gifts. Use a sturdy outer box or mailer to prevent damage.
Step 3 - Send.
• Change-of-mind: return using a tracked method of your choice (postage at your expense unless we say otherwise).
• Faulty/incorrect: we will provide a prepaid return method.
Keep proof of postage. We are responsible for your parcel only once received at our return address.
Step 4 - Confirmation & Refund. We’ll inspect the return and process your refund in line with §4 above. If we believe an item shows unreasonable use, we may reduce the refund and will notify you.
Exchanges. We don’t operate direct exchanges. Please place a new order and return any unwanted item for a refund.
Return address: provided in our email instructions (it may vary by product/warehouse).
6) What You Can’t Return (unless faulty)
• Goods that are customised/personalised.
• Goods that are sealed for health/hygiene reasons (e.g., sealed liquids/sprays) if unsealed after delivery.
• Goods that have been used, are incomplete or not in saleable condition (unless they are faulty).
• Any free promotional gift not returned with the associated order items.
7) Faulty, Damaged or Wrong Item
If your item is faulty, damaged in transit or we sent the wrong product, contact us as soon as possible at care@terrea.care with your order number, a brief description and photos (if possible).
• We’ll provide a prepaid return or, where appropriate, resolve without a return.
• Your remedies follow the Consumer Rights Act 2015: within 30 days you can reject faulty goods for a full refund; after 30 days we’ll repair/replace first, and if that fails, you may seek a price reduction or final right to reject.
8) Bundles, Promotions & Gifts
• If you return only part of a bundle or a buy-more-save-more offer, your refund is adjusted pro-rata to reflect any promotion terms that no longer apply.
• Any promotional gifts received with a purchase must be returned if the qualifying items are returned; otherwise the value of the gift may be deducted.
• Discount codes are applied pro-rata across items in the order; refunds reflect the adjusted price of returned items.
• If you used Terréa Wallet, the Wallet portion is restored (original expiry applies) and any cash portion is refunded to your original payment method (see Terréa Circle & Wallet Terms).
9) Subscriptions
Returns and cancellations for Subscription deliveries follow these rules and our Subscription Terms (UK). Reminder emails about upcoming renewals are service messages (not marketing). You can pause/skip/cancel in Account → Subscriptions or by emailing us.
10) Hazardous & Restricted Items (returns)
Some items (e.g., certain home fragrance mists or cleaners) may be classed as hazardous for transport.
• Please do not send such items back using unapproved services.
• We will advise an appropriate carrier/service and provide labelling instructions where needed.
• If in doubt, contact care@terrea.care before returning.
11) Multiple Parcels & Part-Shipments
Your order may ship in multiple parcels. You’ll receive tracking for each parcel. We’ll charge you once per order for delivery (as shown at checkout), even if items are part-shipped.
12) Refund Timing & Method
We aim to complete refunds within 14 days from receiving the goods back (or receiving acceptable proof of return), to your original payment method. Depending on your bank/provider, it may take a few additional working days to appear on your statement.
13) Preventing Abuse
To protect our customers and keep prices fair, we may monitor returns for unusual activity (e.g., high return rates, worn/used items returned). Where we reasonably suspect abuse, we may limit returns or deactivate accounts in line with our T&Cs. This does not affect your statutory rights.
14) Need help?
Questions about delivery or returns? Email care@terrea.care. If we can’t resolve your complaint, we’ll provide details of an approved UK ADR entity on a durable medium and tell you whether we agree to use ADR (see T&Cs - Complaints & ADR).