30-day return request window
The return period begins on the product's actual delivery date, not the order date, payment date or purchase date. Submit your return request within 30 days of actual delivery. The returned product does not need to reach us within that 30-day period.
Approval before returns or exchanges
Please contact us and receive approval before sending an item back for a return or exchange. Items sent back without prior approval may not be accepted.
The return address is provided after your request is reviewed and approved.
Return shipping responsibility
For general customer-initiated returns, the buyer is responsible for return shipping.
If we confirm a non-customer-caused product quality issue, wrong item, incomplete shipment or missing item, Terra Gym covers the approved return, exchange or replacement cost.
Return packaging
Original packaging is not required. Please package the return securely and include the main product, essential accessories, components and originally included items whenever reasonably possible.
If inadequate return packaging causes additional damage during transit, the refund may be reasonably adjusted based on the actual condition of the returned product.
Damaged, incomplete or incorrect deliveries
If an item arrives damaged, incomplete, incorrect, missing items or visibly defective, you should contact us within 7 days of delivery.
Where applicable, please provide:
- Your order number
- Photos of the product and outer packaging
- Clear photos or video showing the issue
- Other information that may help us verify the problem
Once a shipping- or product-quality issue is confirmed, we may provide a replacement, exchange, refund or another appropriate after-sales solution based on the circumstances. The seven-day reporting request does not limit mandatory consumer rights.
Processing after approval
Approved returns, exchanges or after-sales remedies are processed within three business days after approval and after any required information or returned item is received.
Payment providers, card issuers and banks may take additional time to post a refund to your account.
No restocking fee
No restocking fee is charged for returns that comply with this policy. We do not apply a standard fixed-percentage restocking fee.
If a returned product shows significant customer-caused damage, excessive signs of use, missing essential accessories or components, or another condition that materially reduces its value, we may reasonably adjust the refund based on the item's actual condition. Any adjustment is assessed case by case.
This value-loss adjustment does not apply to confirmed shipping damage, incorrect or incomplete fulfilment, product-quality defects or remedies required by applicable law.
