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.

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 contact sales@terpsusa.com within the guarantee period stated on the product page. 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 (Route Required)
Lost, stolen, or damaged shipments must be claimed through Route if protection was purchased. Claims must be filed at https://claims.route.com. Route determines claim eligibility. Approved Route claims result in replacement products, not refunds.

Orders Marked as Delivered
Orders marked as delivered are considered fulfilled. Refunds are not issued for delivered packages. Route claims must be completed first if protection was purchased.

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
Shipping charges and Route protection fees are non-refundable.

Damaged or Incorrect Items
Damaged or incorrect items due to a fulfillment error must be reported within 48 hours of delivery. Photos of the item and packaging are required. A replacement will be issued if approved.

Chargebacks & Disputes
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.