Shipping & Delivery

What is the estimated delivery time within India?

All orders are dispatched within 2-3 business days (excluding Sundays and bank/ public holidays). For all metropolitan areas that are serviced by reputed couriers, the delivery time would be between 3 to 5 business days (excluding Sundays and bank/ public holidays) after dispatch. For other areas, it may take 5-7 business days (excluding Sundays and bank/ public holidays) after dispatch depending on the location. Please note that the dispatch of all the product(s) ordered, may or may not happen at the same time.

Please note that the delivery date displayed while placing the order on the product page, cart, checkout and order confirmation page and in the order confirmation email are tentative. Once your order is dispatched, you will receive a tracking link on your WhatsApp and registered email address. Our delivery partners will bring the package to you as early as possible. In case, they are unable to reach the provided address or at a suitable time, they will contact you to resolve the issue.   

What happens if I am not available to receive the order? 

We use third party courier companies to get your order delivered. Generally, 3 attempts are made to deliver your order. If you are unavailable at the time of an attempt, you will receive a message on WhatsApp from our shipping, where you can reschedule the delivery and the delivery agent may call you to confirm a convenient time for the delivery of your order.

After 3 attempts, your order will be returned back to our warehouse. Any orders that are returned back due to the non-availability of the customer, can be reshipped only at an additional shipping charge of INR 60. 

In case you haven’t received your order and it has been marked as delivered, please reach out to us within 48 hours of receiving the notification since the window to further raise these disputes with our shipping partner closes after this time period.

 

Cancellations & Returns

How to cancel my order?

No orders can be cancelled or edited during sale period. If you’ve placed an order a couple days before the sale, that is still not a ground for cancellation. Any order placed in regular periods can be cancelled only if it has not been shipped out. If you need to cancel your order, you can reach out to us on WhatsApp or via email on care@terrai.in with your order ID within 3 hours of placing the order or before your order has been shipped (whichever is earlier). Once the order has been shipped, unfortunately, it is not possible for us to cancel it.

When will I receive my refund in case of order cancellation?

Once your order is cancelled, the refund is credited back to the source account. Normally, you will receive the refund within 7-14 business days. If you encounter any further difficulties or have any additional questions, you can contact us on WhatsApp or via email on care@terrai.in . You can also call our customer care team at +91 9810336838

 

Returns & Refunds

Can I return/ exchange my order?

Returns will only be accepted for products that are physically damaged, have physical defects or if the incorrect product has been shipped. We request you to reach out to us on WhatsApp or via email on care@terrai.in with an unboxing video, and photos showing the damage, defect or incorrect/ missing product, within 24 hours of receiving the order.

Please note that the damage/ defect needs to be evident in the photos for acceptance of your complaint. If you fail to share the right photos within 24 hours of receiving the order, unfortunately, we cannot entertain any such complaints thereafter, as the window to raise these claims with the shipping partner is closed after this time period. Any returns should be made in proper condition in the box that your order came in along with the safety packaging. If you do not return the product in proper packaging and condition, your return will be disqualified and we will reship the same package back to you.

Returns will not be accepted if the product has been used / opened / tried and/or the serial number has been tampered with. On receipt of the returned product, d’you will proceed to inspect the same and validate the claim. Once approved as an eligible return, a replacement will be issued to the customer. If the product is found to be ineligible for return, the product will be couriered back to you.

The package I received is open. What should I do?

We request you to not accept any order where the outer packaging is open or where the seal has been tampered with. In case an open package is accepted by you from the delivery agent, we will not be able to take responsibility for such a package, and will not be liable for any physically damaged/ defective products, missing or incorrect products.

The product doesn’t suit my skin. Can I return it?

If a product doesn't suit your skin, it is unfortunately not a ground for return. Skincare is subjective, and not all products will suit every person / skin. This is an inherent risk the buyer assumes when purchasing skincare, beauty, consumable items from anywhere. If you have any concerns on correct usage, you can reach out to us anytime and we'll do our best to guide you in using the product(s) correctly.

When will I receive my refund in case of return?

Once your return request is approved, our delivery agent will pick up the product from you. Once it reaches our warehouse, we will do a quality check and issue a complete refund to you.  Normally, you will receive the refund within 7-14 business days in your source account. If you encounter any further difficulties or have any additional questions, you can contact us on WhatsApp or via email on care@terrai.in. You can also call our customer care team at +91 9810336838.