Refund policy

Return and Refund Policy

We have a 30-day return policy, which means you have 30 days from the date your order was placed to request a return.

Refund Eligibility Timeline

  • Within 14 days of the order date: Eligible for a full refund

  • Between 15 and 30 days from the order date: Eligible for a 60% refund

  • After 30 days from the order date: Returns and refunds are not accepted

Return Conditions

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at shoptereno@gmail.com.

If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

You can contact us at shoptereno@gmail.com for any return-related questions.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions and Non-Returnable Items

Certain items cannot be returned, including perishable goods such as food, flowers, or plants, custom or personalized products, personal care items such as beauty products, and hazardous materials, flammable liquids, or gases.

We do not accept returns or refunds on sale items or gift cards.

Exchanges

The fastest way to ensure you receive the item you want is to return the original item. Once the return is accepted, you may place a separate order for the replacement.

European Union 14-Day Cooling Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of the order date, for any reason and without justification. Items must be returned unused, with tags, in original packaging, and include proof of purchase.

Refund Processing

We will notify you once we receive and inspect your return and let you know if the refund was approved. If approved, refunds will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or credit card provider.

If more than 15 business days have passed since your refund was approved, please contact us at shoptereno@gmail.com.