Terraway Returns & Refund Policy

We want you to be confident in your purchase from Terraway. If something isn’t right, we’re here to help.

Returns

We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return.

To be eligible, your item must be in the same condition you received it, unused, with tags attached and in its original packaging. Proof of purchase is required.

To start a return, contact us at info@terraway.co.uk. Once your return is approved, we will provide a return label and instructions on how to send your item back. Items returned without prior approval cannot be accepted.

For any questions regarding a return, you can contact us at any time via info@terraway.co.uk.

Damages and Issues

Please check your order on arrival and contact us immediately if the item is defective, damaged or incorrect. We will evaluate the issue and make things right as quickly as possible.

Exceptions

We are unable to accept returns on gift cards or items purchased on final sale.
For hygiene and safety reasons, we also cannot accept returns on personal-use items that have been worn or used.

If you’re unsure whether your item qualifies, please contact us before returning it.

Exchanges

If you would like to exchange an item, the quickest method is to return the item you have. Once the return is approved, you can place a new order for the preferred item.

European Union 14-Day Cooling-Off Period

For customers receiving goods within the European Union, you have the right to cancel or return your order within 14 days for any reason. The item must be unused, in its original condition and packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you regarding the approval status. If approved, your refund will be automatically issued to your original payment method within 10 business days. Please note that banks and credit card companies may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@terraway.co.uk.