Refund policy

Returns, Cancellations, Damages & Refunds Policy

1. Delivery Issues: Damages, Shortages & Quality Concerns

All goods must be inspected upon delivery. Any damage, missing items, or quality concerns must be clearly noted on the delivery documentation and reported to TERA LIFE Ltd within 24 hours of receipt.

  • Claims will not be accepted if the delivery note is not signed to indicate damage or shortage.
  • If damage is identified at the time of delivery, the customer may refuse the goods, which will be returned to our warehouse. Upon receipt and inspection, a refund may be issued.

2. Faulty Products

If you believe a product is faulty, you may be asked to complete basic troubleshooting and provide photos or videos to help us assess the issue.

  • Faults may be covered under the manufacturer’s warranty, which varies by product. Warranty details are available on individual product pages.
  • To initiate a warranty claim, please contact us at info@teralife.co.uk.

3. Cancelling Online Orders

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days from the day you receive your goods, excluding bespoke or made-to-order items.

  • If you're unsure whether an item is bespoke, please contact our sales team at        +44 7925 080202 or info@teralife.co.uk.
  • You must notify us of your intention to cancel before returning any goods.
  • If goods have already been delivered, they must be returned to the dispatch address at your own cost and risk, in unused condition, and within 7 days of cancellation notice.
  • Items must be returned in their original packaging, securely protected for transit, and sent via a tracked and signed-for service.

If your order was dispatched directly from a supplier, returns must be sent to the supplier’s depot. Any restocking, handling, or haulage fees imposed by the supplier will be payable by the customer. Supplier-specific return policies, including non-returnable items, will apply.

Do not return faulty items before contacting our team. Refunds or replacements will only be issued once the fault has been confirmed by TERA LIFE Ltd and the manufacturer.

4. Refunds

Refunds will be processed using the original payment method. For card payments, the refund will be issued to the same card used for purchase.

  • Once returned goods pass inspection, refunds are typically processed within 7 days.
  • Refunds for items returned directly to manufacturers may take longer and are subject to confirmation from the supplier.
  • Delivery charges are non-refundable.

Non‑receipt of Goods

If you do not receive your parcel, you must notify TERA LIFE Ltd in writing within 7 working days from the expected delivery date. Failure to report non‑receipt within this timeframe means refunds or replacements will not be issued.

 Refund Timelines

  • Refunds usually appear in your account within 3–5 working days after processing.
  • In some cases, it may take up to 14 days for the funds to reflect.

5. Non-Returnable Items

We are unable to accept returns or offer exchanges for the following:

  • Design services and associated fees
  • Gift cards
  • Perishable or expired products
  • Made-to-measure or bespoke items
  • Custom-fabricated goods
  • Items marked as non-returnable at the time of purchase
  • Sale or clearance items
  • Shipping costs for collected or dispatched items
  • Garments with opened packaging (e.g. sauna shorts)

 

Dispute Resolution Policy

1. Purpose

Our aim is to resolve any disputes fairly, promptly, and amicably.

2. Scope

This policy applies to all disputes related to purchases made via our website or customer service channels.

3. Resolution Process

If you have a concern, please contact TERA LIFE Ltd via email or phone. If the issue cannot be resolved immediately, you may request that it be escalated to a dispute resolution case.

  • You will receive a case number and an estimated response time.
  • A director will review the case and provide a final decision, typically within 5 working days for complex matters.

If a resolution cannot be reached, you may refer your complaint to the The Furniture and Home Improvements Ombudsman.

4. Arbitration

If other resolution methods fail, both parties may agree to submit the dispute to arbitration, a private process where a neutral third party delivers a binding decision.

5. Governing Law

This policy is governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.