Refund policy

RETURN POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have passed since your purchase, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, label, stickers, and in its original packaging. You’ll also need the receipt or proof of purchase, which is emailed to you upon purchasing your product(s).

To start a return, you can contact us at terrapod@palm.co.za. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that refunds will incur a handling fee and may require the customer to bear the shipping cost to return the product.

You can always contact us for any return question at terrapod@palm.co.za.

Damages and issues

All our products undergo additional quality checks before being dispatched to the customer. 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Damaged items will only be accepted for returns or exchanges 7 days after purchase. The following will NOT be regarded as damaged or defective and you will thus not be entitled to return the product under this section: 

  1. Faults resulting from normal wear and tear;
  2. Damage arising from negligence, user abuse or incorrect usage of the product;
  3. Damage arising from electrical surges or sea air corrosion;
  4. Damage arising from a failure to adequately care for the product;
  5. Damage arising from unauthorised alterations to the product; and
  6. Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items after the sale period. 

Exchanges

We will accept any exchanges on product(s) provided the item is returned new (unworn or unused) and in its original packaging including tags, labels and stickers. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that you are responsible for any additional shipping costs of items returned due to purchasing the incorrect size, as we have a size guide available on our site. TerraPOD is not liable for any shipping costs in an exchange process.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note that refunds will incur a handling fee and may require the customer to bear the shipping cost to return the product. Please remember it can take some time for your bank or credit card company to process and post the refund too.