TERPS USA REFUND / RETURN POLICY

RETURN & REFUND POLICY

This Return & Refund Policy works together with our Shipping Policy. By placing an order with Terps USA, you agree to both policies.

Initiate a return, exchange, or shipping claim HERE

Terps USA honors its Money-Back Guarantee when all terms and procedures outlined in this policy are followed exactly.

Money-Back Guarantee

The Money-Back Guarantee is process-based. Refunds are not automatic and require full compliance with the steps below.

Required Refund Process

To request a refund under the Money-Back Guarantee, customers must initiate a return in the returns portal HERE within 30 days of receiving the item. The order number and reason for the request must be provided. Customers must allow Terps USA to attempt resolution, including replacement if applicable. Products must be returned if instructed and authorized.

Refunds are issued only after all steps are completed and verified.

Shipping & Delivery Issues (Redo Package Protection)

If Package Protection / Coverage was purchased at checkout, any lost, stolen, or damaged shipment must be reported and handled through the protection provider’s claims process:

File a claim HERE

Claim eligibility is determined by the provider.

Approved claims may result in a replacement rather than a refund.

Orders Marked as Delivered

Orders marked as delivered by the carrier are considered fulfilled. Refunds are not issued for delivered packages. If Package Protection / Coverage was purchased, the claims process must be completed first.

Replacement-First Policy

Terps USA follows a replacement-first resolution model. If a replacement resolves the issue, refund eligibility may be voided.

Non-Refundable Charges

The following charges are non-refundable:

Shipping charges

Package Protection / Coverage fees (including Redo or other protection add-ons)

Damaged or Incorrect Items

If you receive an item that is damaged or incorrect due to a fulfillment error, you must report it within 48 hours of delivery and provide photos of the item and the packaging.

If approved, a replacement will be issued.

Chargebacks & Dispute

Chargebacks filed without completing the required process may be denied and may result in account restrictions.

Contact

Questions regarding refunds or the Money-Back Guarantee should be directed to sales@terpsusa.com