Refund policy
Returns, Exchanges & Cancellation Policy
At Terráne, every piece is crafted to celebrate the beauty of natural materials and the value of artisanal craftsmanship. If, for any reason, you are not completely satisfied with your purchase, you may request a return or exchange in accordance with applicable European and Spanish consumer protection laws.
1. RIGHT OF WITHDRAWAL (14 DAYS)
In accordance with European and Spanish legislation, you have 14 days from the date you receive your order to exercise your right of withdrawal without providing any reason.
To exercise this right, simply submit your request through your order page at terranebags.com within the applicable period.
If you have any questions or experience any issues, please contact us at info@terranebags.com, and we will be happy to assist you.
2. RETURN CONDITIONS
To be eligible for a return, the item must:
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Be in the same condition in which it was received (unused, unwashed, and unaltered).
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Include all original tags and protective packaging (dust bag and box).
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Be accompanied by proof of purchase.
The customer is only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.
3. ORDER CANCELLATIONS
Orders may only be cancelled before they have been prepared or dispatched from our workshop.
Cancellation requests can be submitted directly through your order page at terranebags.com.
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If the order has not yet been processed or shipped, it will be cancelled and fully refunded.
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If the order has already been prepared or dispatched, cancellation will no longer be possible. In this case, you may exercise your right of withdrawal once the order has been delivered.
4. RETURN SHIPPING COSTS
In accordance with applicable legislation:
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The direct cost of returning an item under the right of withdrawal is the responsibility of the customer.
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For returns within mainland Spain and the Balearic Islands, if a prepaid return label is provided, a fee of €4.50 may be deducted from the refund.
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For international returns, customers are responsible for arranging and covering the return shipping costs.
Original shipping charges are non-refundable, except where the item is defective or the return results from an error on the part of Terráne.
5. REFUNDS
Once the returned item has been received and inspected:
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Your refund will be issued using the same payment method used for the original purchase.
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Refunds are typically processed within 5–10 business days after the item arrives at our workshop, depending on your payment provider.
Terráne reserves the right to withhold the refund until the returned goods have been received or until proof of return has been provided.
6. HANDCRAFTED PRODUCTS
Our wooden bead and leather handbags are handcrafted, making every piece unique.
Natural variations in the tone of the wood, the grain of the leather, or minor irregularities are not considered defects, but rather an inherent part of the artisanal process and the individuality of each piece.
7. PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
In accordance with applicable legislation, the following items cannot be returned:
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Personalized or made-to-order products.
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Gift cards.
8. DEFECTIVE OR DAMAGED PRODUCTS
If you receive a defective, damaged, or incorrect item, please notify us within a reasonable period after receiving your order.
To process your claim, we will require:
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Photographs of the outer packaging (with the shipping label clearly visible).
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Photographs of the inner packaging.
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Photographs of the affected product.
In these cases, Terráne will cover the return shipping costs and will offer either a replacement or a full refund, as appropriate.
9. INSPECTION
Terráne reserves the right to inspect the returned product before approving a refund or replacement.