Refund Policy

We want returns and refunds to be straightforward.

If something isn’t right, get in touch and we’ll do our best to sort it quickly and fairly.

Returns

You can request a return within 30 days of receiving your order.

To be eligible for a return, items should be unused, in their original condition and returned with any original packaging where possible.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at info@terraway.co.uk with your order number and a photo if relevant. We’ll review it and work with you to put it right.

How to request a return

To request a return, email info@terraway.co.uk with:

• your order number
• the item you want to return
• the reason for the return

We’ll reply with the next steps and return instructions.

Return costs

We cover return postage for approved returns. 

Refunds

Once your return has been received and checked, we’ll let you know whether your refund has been approved.

If approved, your refund will be processed back to your original payment method. Please allow a few working days for the refund to appear, depending on your payment provider.

Non-returnable items

For hygiene and product condition reasons, we may not be able to accept returns on used items or items not returned in their original condition.

Need help?

If you have any questions about a return or refund, contact us at info@terraway.co.uk and we’ll be happy to help.