Refund policy

Terrala Shop - Refund & Return Policy

Last updated: November 9, 2026

At Terrala Shop (operated by Rothfield Ltd), we want you to be completely satisfied with your purchase. Please read our return and refund policy carefully below.

1. Return Eligibility & Window

  • 14-Day Return Window: You may request a return within 14 calendar days after your item is delivered.

  • Item Condition: To be eligible for a return, your item must be in the exact same condition that you received it — unworn, unused, with all original tags attached, and in its original packaging.

  • We reserve the right to reduce or refuse a refund if the item shows signs of use, damage, or handling beyond what is necessary to inspect it.

2. Return Fees & Shipping Costs

  • Return Shipping: Customers are responsible for arranging and paying for their own return shipping labels and logistics.

  • Restocking Fee: A 15% restocking fee will be deducted from your final refund amount upon processing the returned item.

3. How to Start a Return

  1. Contact Us First: Do not send items back without contacting us first. Returns sent back without prior approval will not be accepted or processed.

  2. Send an email to terralashop@gmail.com with your Order Number and the reason for the return.

  3. If your return request is approved, we will provide you with detailed instructions and the return shipping address where you should send your package.

4. Damages, Defective Items, & Order Issues

Please inspect your order upon receipt. If an item is defective, damaged in transit, or if you received the wrong item, please contact us immediately at terralashop@gmail.com so we can evaluate the issue and make it right (such as issuing a replacement or a full refund without standard restocking fees for damaged goods).

5. Non-Returnable Items & Exceptions

Certain types of items cannot be returned:

  • Perishable goods, custom products, or personalized items.

  • Personal care, hygienic items, or beauty products once opened/unsealed.

  • Gift cards and promotional/clearance items.

If you have questions about whether your specific item qualifies for a return, feel free to reach out before placing your order.

6. Exchanges

The fastest way to get what you want is to contact us at terralashop@gmail.com to inquire about exchange options. Once the return is accepted, you can make a separate purchase for the new item.

7. Refund Process

  • Once your return package is received and inspected by our warehouse, we will send you an email notifying you whether your refund has been approved.

  • If approved, your refund (minus the 15% restocking fee) will be automatically credited back to your original payment method within 5–10 business days.

  • Please note that your bank or credit card company may require additional processing time to post the refund to your account.

  • If you haven't received your approved refund within 10 business days, please check with your financial institution first, then contact us at terralashop@gmail.com.

8. Statutory Rights & Legal Compliance

This policy operates in accordance with applicable consumer protection laws and does not restrict any statutory rights you hold regarding defective goods, items not as described, or non-delivery.

Company & Contact Information

  • Store Name: Terrala Shop

  • Legal Entity: Rothfield Ltd

  • Customer Support Email: terralashop@gmail.com

  • Company Registered Address: 182-184 High Street North, London, E6 2JA, United Kingdom