Refund policy
RETURN & EXCHANGE POLICY
1. Terra Cacia products are non-returnable due to hygiene/health and personal care/wellness/consumable nature of the product.
2. In case you would want a refund or replacement, please send us an email with the Images of the Product, Invoice, Inner & Outer Packaging and Batch Number to care@terracacia.com, within 24 hours of the order delivery. We would require 48-72 hours to revert. 3. Kindly take picture of the damaged/tampered side of the product or package.
4. Please give us 10 to 15 days from the day you return your shipment for us to process your request. We may contact you to determine the extent of the damage or fault in the goods before offering a refund or replacement.
5. You will be eligible for a complete refund or exchange without incurring any further expenses if:
a. The package has missing accessories.
b. Bottles or packs that are damaged or broken.
c. Incorrect product delivery.
d. Expired Product delivery.
6. If you got the incorrect goods, we ask that you keep it secure, sellable, and undamaged in its original packing. Keep the original manufacturer's packing and the invoice for a successful pick-up and return.
7. Returns will not be accepted
a. The product is damaged.
b. It is not accompanied by an invoice.
c. It has a tainted batch number and price.
d. It does not come with its original packing.
Please do not utilise the item about which you have complained.
9. If a pilfered delivery was received, pilferage claims must be filed within 24 hours of the order being delivered.
10. Products that have been delivered are not eligible for a refund if they fall into any of the following scenarios:
a. Failure to provide adequate information about the case.
b. Failure to provide snapshots of the Invoice, packet and box (if any).
11. Our Exchange/Returns Policy does not cover damages caused by negligence, poor usage, or incorrect application. Please keep in mind that orders for Festive Gift Boxes are non-refundable or exchangeable. It is not possible to exchange items due to allergic reactions.
We may contact you to determine the extent of the damage or fault in the goods before offering a refund or replacement.
Refunds will be made by bank transfer. There will be no cash reimbursements. It would take at least 5 to 7 business days for our team to process an online refund once the refund was initiated.
In the event of NEFT, we would need at least 3 to 5 business days after the refund was initiated to return your money. For prepaid orders, the money will be credited to the account used to make the payment. It might take 7-10 business days for the money to appear in your account.