Return & Cancellation Policy

Return, Exchange & Cancellation Policy

 

At Terra Norta, every piece is produced in limited quantities, with many items made-to-order or released as pre-orders. By placing an order on our website, you agree to the terms outlined below.

Order Cancellation

  • Once an order has been placed, it cannot be cancelled under any circumstances.

  • This applies to all orders, including pre-orders, made-to-order items, and in-stock products.

  • Orders enter processing immediately after placement, and cancellation requests cannot be accommodated.

Returns & Exchanges

Customer-Initiated Requests

We do not offer returns or exchanges in cases where the issue is not caused by us, including but not limited to:

  • Incorrect size selected by the customer

  • Change of mind after purchase

  • Product not meeting personal expectations

  • Ordering the wrong item

  • All embroidered products include a backing layer (fusing/stabilizing paper) applied behind the design.

    This is a standard and essential part of the embroidery process and cannot be removed or skipped, as it ensures durability and structure of the embroidery.

    Slight stiffness, texture, or visibility of this backing on the inside of the garment is completely normal.

Please ensure you review size charts, product descriptions, and images carefully before placing your order.

Issues From Our Side (Terra Norta)

If there is a genuine issue caused by us, such as:

  • Incorrect item shipped

  • Manufacturing defect

  • Product damaged during transit

  • Parcel lost or confirmed undelivered by the courier

We will assist you appropriately by offering one of the following, depending on the situation:

  • Replacement / reshipment

  • Store credits

  • Alternative product of equivalent value

Each case is reviewed individually to ensure a fair resolution.

Shipping Costs for Returns / Exchanges

  • If a return or exchange is approved, all shipping costs must be borne by the customer.

  • This includes return shipping, re-shipping, customs duties, taxes, or any additional courier charges.

  • Shipping fees are non-refundable.

Refunds

  • We do not issue refunds to the original payment method.

  • Any approved refund will be issued only in the form of store credits, which:

    • Have no expiry

    • Can be used on any future purchase

    • Are non-transferable

Pre-Orders & Delays

  • Pre-order items have estimated dispatch timelines mentioned on the product page.

  • While we aim to meet all timelines, there may be foreseen or unforeseen delays due to:

    • Production schedules

    • Customs clearance

    • Courier or logistics issues

    • External factors beyond our control

Such delays do not qualify for cancellations, refunds, or chargebacks.

Final Note

Terra Norta reserves the right to:

  • Refuse returns or exchanges that do not meet the above conditions

  • Make the final decision in any dispute-related matter

For any assistance, please contact us at terranorta@gmail.com and our team will be happy to help.