Last Updated: April 24, 2024

Shipping Policy

• Delivery Process: At Terra Viva, we are committed to ensuring that your products arrive in perfect condition and as quickly as possible. We guarantee delivery within 7 days from the date of purchase.
  
• Shipping Charges: All orders above a certain value qualify for free shipping. For orders below that value, a nominal shipping charge will be applicable.

Return & Replacement Policy

• Conditions for Return/Replacement:
  
  • You can return or replace your product under the following conditions:
    
    • Wrong product delivered.
    • Damaged product delivered – Physical damage/tampered product or packaging.
    • Incomplete order – missing products.
• Non-returnable Products:
  
  • Products cannot be returned if they are opened/used/altered, original packaging is missing, or if the return/replacement request is generated after 7 days from the date of delivery. Damaged/missing product issues must be reported within 2 days from the date of delivery.

Return Process

• Initiating a Return: To initiate a return, please contact our support team. Once your return request is accepted, our courier partners will arrange a pickup of the item within 5-7 business days.
• Quality Check: Upon receiving the product at our warehouse, it will undergo a quality check to ensure it meets our return conditions.
• Refund Initiation: If the product passes the quality check, we will initiate a refund.

Cancellation Policy

• Order Cancellation: Once an order is placed, it cannot be cancelled. For modifications, please contact our customer service.
• Refund for Cancellation: Refunds for cancelled or returned products are processed to the original payment method within 7 business days after the cancellation is confirmed.

Refund Details

• Prepaid Orders: Refunds from prepaid orders are processed back to the original bank account/credit or debit card used for payment.
• Cash on Delivery: For orders placed using Cash on Delivery, customers will need to provide bank details where they wish to receive the refund.

Contact Information

If you have any questions regarding your order, please contact us at:

• Email: terravivalifestyle@gmail.com
• Phone: +91 78145 59499