RETURNS & REFUND POLICY

Last Updated: 25 September 2025
 

At TerraNova (terranovastore.in), we are committed to ensuring you receive your products in perfect condition. This policy outlines the procedures for returns, refunds, and cancellations.

1. Eligibility for Returns
We have a strict return policy. An item is eligible for return only under the following conditions:
You have received a damaged or defective product.
You have received an incorrect item (i.e., not what you ordered).
Please note that we do not accept returns for any other reasons, such as a change of mind or incorrect product selection by the customer.

2. Return Window
You must initiate a return request within 3 days of receiving your order.
Any return requests made after this 3-day period will not be accepted.

3. Conditions for Returned Items
To be eligible for a refund, the returned item(s) must be:
Unused and in the same condition that you received it.
In its original packaging, including any boxes, pouches, or tags.
Accompanied by the original invoice or proof of purchase.
We reserve the right to reject any return that does not meet these conditions.

4. How to Initiate a Return
Contact Us: To start a return, please email our customer support team at support.terranova@nexttorch.in within the 3-day return window.
Provide Details: In your email, please include your Order ID, a description of the issue, and clear photos or a video of the damaged/incorrect item. This is mandatory for processing your request.
Await Approval: Our team will review your request. If your return is approved, we will provide you with instructions and arrange for the return shipment.

5. Return Shipping
If your return is approved, TerraNova will bear the full cost of the return shipping.
We will arrange for a reverse pickup from your address through our courier partners. Please ensure the package is securely packed for transit.

6. Refund Process
Once we receive and inspect the returned item(s), we will send you an email to notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
Please allow up to 7 business days for the refund to be reflected in your account after we have received the returned product.

7. Order Cancellations
You can cancel an order only if it has not yet been dispatched from our warehouse.
To cancel an order, please email us at support.terranova@nexttorch.in with your Order ID as soon as possible.
If the order has already been dispatched, it cannot be canceled and will be treated as a completed order.

8. Contact Us
For any questions about our Returns & Refunds Policy, please contact us at:
Email: support.terranova@nexttorch.in