At Terráne, you have 15 calendar days from receipt of your order to request a return or exchange.

The product must be in perfect condition and must include the original tags and original packaging, also in perfect condition.

To process a return or exchange, simply contact us at info@terranebags.com and we'll send you instructions.

You can also do so through our contact form.

If you have any questions about the process, please contact us at info@terranebags.com.

Compliance with the order.

Upon receipt of the item, it is the customer's responsibility to ensure that the order is correct.

Any irregularity related to delivery such as:

- Damaged package,

- Missing products,

- Degraded products,

- Products not in compliance with the order,

They must be communicated within the legally established period, once the order has been received, and by certified letter or by email to this address: info@terranebags.com

If the product arrives open or damaged, Terráne will be responsible for and cover the shipping costs incurred in returning the products, if the return is due to our error.

Any claim must be submitted within 15 days of receiving the package.

Return conditions

The return of the product is the customer's responsibility (except in cases indicated by Terráne) and will not be accepted and therefore no refund will be given if the following conditions are not met:

Returned items must be unworn, unused, and in their original packaging (the box containing the bag must be in excellent condition).

If any returned item is dirty or damaged by the customer, it will not be accepted.

Upon receiving the package, Terráne will determine if the returned product is in perfect condition. No returns will be accepted if the returned items have been visibly used or damaged by the customer. This use and damage renders the product unfit for sale.

Terráne reserves the right to reject a return if all of the above conditions are not met. In these cases, you will be notified by email that your order is not eligible for return.

The customer may not demand any type of compensation or right to reimbursement, except, subsequently, when exercising warranty rights on the products sold.

General information

At Terráne, each bag is handcrafted, carefully selecting every unique detail. Therefore, our products may contain imperfections and imperfections that make each piece unique. We do not offer returns for these imperfections, as they are part of the design and irregular finish of our bags. Please keep this in mind before purchasing.

You have 15 days from receipt of the package to make the exchange. Once this period has expired, the exchange will be rejected. During peak season (Christmas), we will extend the deadline to one month.

All sales of items purchased with a gift card may be returned or exchanged, and in the case of a return, the refund will be issued in the same way, i.e., with a gift card to spend again in the store.

Full refunds must be requested by email to info@terranebags.com. In these cases, the purchase amount will be refunded once the returned product is received in perfect condition and complete at the aforementioned address. Shipping costs, however, will not be refunded.

Refunds are always issued to the credit card used to place the order, to prevent fraud.

The refund will be issued once we have received and inspected the returned product. Depending on the bank, the transaction usually takes between 3 and 5 business days.

Terráne is not responsible for defects due to damage caused by improper use of the product or negligence, alterations, and cosmetic damage due to normal wear and tear and aging.

For any questions, please contact us at info@terranebags.com