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Returns & Refunds

OUR 30-DAY EXCHANGE OR REFUND GUARANTEE

Terra Sienna guarantees that any item bought from us can be refunded or replaced with a 30-day, post-delivery money back guarantee according to the following return table.

Please note that Terra Sienna covers shipping costs for returns due to damaged or defective goods only. For all other reasons, the customer will need to return the goods to our warehouse and cover charges for transport. Please be sure to get a tracking number when you ship the order back to us. We will not be held responsible for items lost, stolen, or damaged during return transit.

LOST PACKAGES

If for any reason your package was lost in transit or not delivered 60 days after shipping, your order will be fully refunded or we will credit you the equivalent in the form of a gift card depending on your choice.

STOLEN PACKAGES

Terra Sienna cannot be held responsible for a stolen or a lost package once it has been successfully delivered. Please let us know as fast as possible if you think your package was stolen.

ACCEPTABLE RETURN REASONS

Your return can only be approved based on the following reasons and only following the reception of our order:

Reasons

Description

Objective reasons 

Damaged

The product is damaged in delivery

 

Defective

The product does not function as described in its manufacturer specification

 

Incorrect/wrong item

Not the product the customer ordered (e.g. wrong size or wrong color)

 

Missing items/parts

Missing items/parts as indicated in the packaging

 

Does not fit*

Customer receives the size that was ordered but it does not fit*

 

Website error

The product does not match website specifications, description (this issue is attributable to a website error/misinformation)

* for clothing only

ITEMS EXEMPTION FROM THE POLICY

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items: 

  • Gift cards;
  • Downloadable digital products;
  • Kitchen items which are likely to get in contact with food;
  • Some health and personal care or intimate items.

PURCHASES MADE WITH COUPON CODE

Purchases that were made using a coupon code are final and are not subject to this return policy.

RETURNS AFTER 30 DAYS

Your item may not be returned after 30 calendar days based on the 30-DAY EXCHANGE OR REFUND GUARANTEE

Process for returning an item:

  1. Make sure it meets the criteria for a valid return. 
  1. Send us a message at contact@terrasienna.com indicating the intent to return the item. Please include the following in the email:
    1. Photo of the item
    2. Tags and labels attached

We will send a response to assist you in processing the return of the purchased item. 

TIME FRAME FOR THE QUALITY EVALUATION PROCESS

After we receive your package at our warehouse, the quality evaluation process will be completed within 48 to 72 hours but may be extended. Please be informed that for certain products, this process may take more time.

TIME FRAME TO RECEIVE YOUR REPLACEMENT/REFUND

Replacement option: once the item has undergone the quality evaluation process, expect to receive the item within 2-4 weeks from the date we receive the tracking information of the returned item.

Refund option: customers who have requested for refund can expect to receive it within the following time frames:

Payment Method (at the time of purchase)

Refund Option

Refund Lead Time (to see the amount on your bank statement)

Credit card / Debit Card

Credit / Debit Reversal

 

Paypal

Paypal reversal (if Paypal balance)

5-7 business days

Credit reversal ( if Paypal is linked to a credit card)

5 to 15 banking days 
Note: The amount may be reflected in your next billing cycle

Debit reversal ( if Paypal is linked to a debit card)

5 to 45 banking days (Depending on your issuing bank)
Note: The amount may be reflected in your next billing cycle

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