Refund policy
Returns & Exchanges Policy
Products may only be exchanged or returned if they are in perfect condition, unused, and in their original packaging, within 15 calendar days from the date of receipt. (During specific promotional periods, the return period may be extended to 30 days, as explicitly stated.)
The first return or exchange is free within mainland Spain and the Balearic Islands, provided the product is returned in perfect condition and in its original packaging. If not, the return or exchange will not be accepted.
For returns or exchanges from other regions, the customer will bear the corresponding shipping costs.
General Information:
At Terráne, you have 15 calendar days from the date of receipt to request an exchange or return.
The item must be in perfect condition, including original tags and packaging, which must also be intact and in good condition.
To request an exchange, please send an email to info@terranebags.com, and you will receive instructions on how to proceed.
Order Accuracy
Upon receiving your order, it is the customer's responsibility to verify its accuracy.
Any irregularities with the delivery, such as:
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Damaged packaging
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Missing products
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Defective items
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Items not matching the order
Must be reported within the legally established period after receiving the order, by certified letter or email to: info@terranebags.com.
If the product arrives opened or damaged, and it is due to our error, Terráne will cover the return shipping costs.
Any complaint must be submitted within 15 calendar days from the date of receipt.
Return Conditions
The first return is free of charge within mainland Spain and the Balearic Islands. For other regions, please contact info@terranebags.com. A full refund will be issued only if the product meets all conditions.
Refunds will not be issued if any of the following conditions are not met:
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Returned items must be unworn, unused, and in their original packaging (the bag’s box must be in excellent condition).
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If any item is returned dirty or damaged by the customer, it will not be accepted.
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Upon receipt, Terráne will assess the condition of the returned product.
Returns will not be accepted if items show visible signs of use or damage, making them unfit for resale.
Terráne reserves the right to reject any return that does not meet the above conditions. In such cases, the customer will be notified by email that the return is not eligible for a refund.
The customer is not entitled to any compensation or refund unless exercising their legal warranty rights.
Additional Information:
Each Terráne bag is handcrafted, and we value the uniqueness of every piece.
As such, imperfections or variations are part of the design and finish and make each item one-of-a-kind. These features are not considered defects and will not be grounds for return.
You have 15 calendar days to request a return or exchange from the date of receipt. After this period, your request will be denied. During high seasons (e.g., Christmas), this period may be extended to 30 days.
Products purchased using a gift card can be returned or exchanged. In case of return, the refund will be issued in the form of a new gift card for use in our online store.
Requests for full refunds must be made via email to info@terranebags.com.
The purchase amount will be refunded once the returned item has been received in perfect condition.
Please note that initial shipping costs, if any, will not be refunded.
Refunds will always be issued to the original payment method used to place the order (e.g., credit card), for fraud prevention.
The refund will be processed once we have received and reviewed the returned item.
Depending on your bank, the transaction may take 3 to 5 business days to appear.
Terráne is not responsible for defects resulting from misuse, negligence, unauthorized modifications, or normal wear and tear.
For any questions, please contact us at info@terranebags.com.