Returns & Exchange

How do I initiate a return, refund, or exchange request?

To start the return process, please follow these steps:

  1. Contact our Customer Service Team within 7 days of receiving your order to report your return, refund, or exchange request. You can email us at
  2. Provide your order number and details about the item(s) you wish to return.
  3. Our Customer Service Team will guide you through the return, refund, or exchange process.

Return & Exchange Policy:

  • You may return and/or exchange items that are unused and in their original condition with all tags intact within 30 days of purchase.
  • All fees for return and/or exchange are the responsibility of the customer, except in cases where items were delivered defective or incorrectly.
  • For defective and/or incorrectly delivered items, kindly contact for assistance. Please note that our customer care representative may request for photos/videos of defective/incorrect items.
  • One-time Return: Each customer is allowed one return per item, refunds will be processed using the original payment method upon receiving the returned item(s) in acceptable condition.
  • Customers must arrange their own pick-up/delivery. Processing times may vary depending on the payment method, kindly consult your bank for further details.
  • One-time Exchange: Each customer is allowed one exchange per item, the item must be of equivalent value as the original purchase. Exchanges will be processed upon receipt of the returned item(s) in acceptable condition, customers must arrange their own pick-up/delivery.
  • Additional Cost for Higher-Value Exchanges: If the item(s) being exchanged have a higher value than the originally purchased item(s), the customer is responsible for covering the price difference. Only cashless payment options are accepted.

Non-Returnable Items:
Please note that accessories such as earrings or undergarments cannot be returned due to hygiene reasons.

Quality Assurance:
All our items undergo stringent quality control procedures to ensure you receive top-notch products.

Contact Us:

  • If you have any questions, or concerns, or need assistance regarding our return, refund, or exchange policy, please don't hesitate to contact our Customer Care Team at
  • Your satisfaction is our priority, and we are committed to making your shopping experience with Terranova a pleasant one.