Refund and Returns Policy

At TerraVyn, customer satisfaction is important to us. We carefully inspect and prepare every order before shipment and aim to provide a fair and transparent return and refund process.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

• Be unused and in its original condition

• Be returned with its original packaging whenever possible

• Include all accessories, components, and items originally supplied

• Show no signs of installation, misuse, alteration, or damage caused after delivery

Returns requested after 30 days from delivery may not be accepted.

How to Request a Return

Before sending any product back, please contact us at:

Email: Contact@terravyn.shop
Phone: +1 202-883-1420

Please include:

• Your full name

• Order number

• Product you wish to return

• Reason for the return

• Photos of the product when applicable

Our team will review your request and provide return instructions.

Please do not send a product back without contacting us first.

Unauthorized returns may not be accepted.

Return Shipping Costs

If the return is due to a mistake on our part, such as:

• Incorrect item received

• Product received damaged

• Product received with a confirmed manufacturing defect

TerraVyn will work with you to provide an appropriate solution and may cover the return shipping cost when applicable.

For returns due to reasons such as:

• Change of mind

• Incorrect size ordered by the customer

• Product no longer wanted

• Incorrect information provided when placing the order

The customer may be responsible for return shipping costs.

Any applicable return shipping costs will be communicated before the return is processed.

Damaged or Defective Items

Please inspect your order as soon as possible after delivery.

If your order arrives damaged, defective, or incorrect, contact us promptly at Contact@terravyn.shop.

Please provide clear photographs showing:

• The product

• The damaged or defective area

• The exterior packaging

• The interior packaging

• The shipping label

This information allows us to evaluate the issue and, when applicable, file a claim with DHL, FedEx, or another shipping carrier.

Depending on the circumstances, we may offer:

• A replacement

• Replacement parts

• Repair assistance

• A partial refund

• A full refund

The appropriate solution will depend on the nature and extent of the issue.

Handmade Products

Because some TerraVyn products may be handmade, slight variations in color, texture, finish, pattern, dimensions, or surface appearance may occur.

These natural variations are part of the character of handmade products and are generally not considered defects.

However, if you believe your item has a genuine manufacturing defect, please contact us and we will review the issue.

Custom and Personalized Orders

Products that have been:

• Custom-made

• Personalized

• Made to specific customer dimensions

• Modified according to a customer’s request

may not be eligible for return or exchange unless they arrive damaged, defective, or materially different from the agreed specifications.

We strongly encourage customers to verify all measurements, specifications, colors, and customization details before approving a custom order.

Non-Returnable Items

Certain items may not be eligible for return, including:

• Custom-made products

• Personalized products

• Products that have been installed

• Products that have been modified after delivery

• Products damaged through misuse or improper handling

• Products returned in a condition substantially different from the condition in which they were delivered

Your statutory or applicable consumer rights are not affected where required by law.

Refunds

Once we receive and inspect an approved return, we will notify you of the status of your refund.

If approved, the refund will be issued to the original payment method.

Depending on your bank, card issuer, or payment provider, it may take approximately 5–10 business days for the refund to appear in your account after it has been processed.

Original shipping charges, if any were paid, may not be refundable unless the return is caused by an error on our part or otherwise required by applicable law.

Exchanges

If you would like to exchange an eligible product, please contact us before returning it.

Exchange availability depends on product inventory and the circumstances of the request.

For custom or handmade products, exchanges may not always be possible.

Order Cancellations

If you need to cancel an order, contact us as soon as possible at Contact@terravyn.shop.

If the order has not yet entered processing, production, or shipment, we will make every reasonable effort to cancel it.

Orders that have already been shipped may need to be handled through our standard return process.

Custom-made or personalized orders that have already entered production may not be eligible for cancellation.

Refused Deliveries

Please do not refuse a delivery without first contacting us.

A refused shipment may result in carrier return fees, storage fees, or additional transportation costs.

If you have concerns about a delivery, contact us so we can assist you.

Return Authorization

All returns must be approved by TerraVyn before shipment.

Once your return has been authorized, we will provide the appropriate return instructions and destination.

Please do not automatically ship returns to our business contact address unless our support team specifically instructs you to do so.

Contact Us

For questions regarding returns, refunds, exchanges, or damaged orders, please contact:

TerraVyn
1926 Odessa Dr
San Antonio, TX 78220
United States

Phone: +1 202-883-1420
Email: Contact@terravyn.shop