Refund policy
Returns & Exchanges
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, this includes any other elements included in the parcel upon receipt of package (eg. stickers, thank you cards etc.) The gift box, pouches, and backing cards must also be included and undamaged. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hi@helloterramoon.com. If your return is accepted we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note: the customer is responsible for all costs incurred when returning an item.
You can always contact us for any return question at hi@helloterramoon.com.
Damages and issues
Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and work to make it right.
Lost Returns
Should the customer′s chosen courier fail to deliver or lose their return parcel, it is the customer′s responsibility to claim compensation from their chosen courier directly. Terra Moon is not liable for any lost returns. To avoid this, it is recommended that all items are returned to us using a reliable courier, with a tracking option and insurance for your contents.
Exceptions / non-returnable/exchangeable/refundable items
Certain types of items cannot be returned, like earrings (due to hygeine concerns) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hi@helloteramoon.com.
Product Listings
Although every effort is made to display as accurately as possible the colors, features, specifications, and details of the products available on the Site, we cannot guarantee that the coolers, features, specifications, and details of the products will be accurate, complete, reliable, current, or free of other errors, and electronic displays used by yourself to view the site may not accurately depict and reflect the actual colors and details of the products. All products are subject to availability, and we cannot guarantee that items will be in stock. We reserve the right to discontinue any products at any time for any reason. Prices for all products are subject to change.