If you need to return an item to us, please email support@terra.co.nz as soon as possible.

We will provide a full refund if:

The item is found to be defective and we are unable to fix or replace it, or the item was incorrectly described on website listing.

If you change your mind after the purchase:

Once the payment is confirmed, your order cannot be cancelled and refunded.

However we do understand that people change their mind all the time! If the order has not been dispatched by the time we were contacted, we will void your order and issue a full store credit to your account. If the order has been dispatched, you are welcome to return the item to us within seven working days (starting from the first day you receive the item) for a full store credit to be issued less any shipping costs. Please note all store credits are valid for 6 months from the date of issue.

The item(s) must be returned to us in “As New” condition with all internal and external packaging, accessories, swing tags, labels and manuals. When you return the item to us, it would be much appreciated if you could attach a piece of paper with our shipping address on it instead of writing on the box.

If an item is damaged upon arrival:

You must contact us as soon as possible upon receiving your item.

Please email us with a photo that clearly shows the product’s damage. We will send you a replacement and we will arrange a pick up of the damaged item for a damage assessment. You will be informed of a time for the pick-up. If nobody will be at home when the courier driver picks up the item, please leave it at your front door. Please put the item back into its original shipping packaging as best you can.

If you have received incorrect items:

We are extremely sorry about our mistake and for any inconvenience this may have caused.

Please email us a picture of the order you have received to support@terra.co.nz. We will arrange for a prepaid courier ticket to be sent to you by MAIL, to return the item to us at our cost. We will dispatch the correct item as soon as we receive your returned product.

If there are items missing from your order:

You must report it to us at support@terra.co.nz within 5 working days of receiving your order. We will interview the packer at our warehouse first and send you the missing item if it is proven to be our mistake. We bear no responsibility for items not reported as missing within five working days following delivery.

Please note that if you have ordered multiple items from us, orders may have been combined into the same box, so please check packages thoroughly before progressing.

Occasionally, orders will be shipped separately, with boxes being labelled as XX of XX. If any boxes are missing from your delivery, please contact us immediately.

Cancellation of subscriptions

If you wish to cancel your Terra Wipes subscription you may do so at any time by emailing support@terra.co.nz email must contain details of name of person who subscription was issued to or unique subscription id code. Subscription cancellation can take up to 3 business days to process.

Consumer Guarantees Act 1993 (“the Act”)

The above Return and Refund Policy and the other terms of sale are subject to your rights under the Act.

If you are buying the item for business purposes, you agree that the Act does not apply.

You also accept that the Act does not apply if you are buying the item for the purpose of re-supplying them in trade or for manufacturing or repairing in trade.