Refund policy

💸 REFUND, RETURN & EXCHANGE POLICY

We want you to love what you ordered! If something doesn’t fit or feel right, we’re here to help. Below is our complete and updated policy!

🩱 WHAT IS OUR RETURNS / EXCHANGE POLICY?

We offer easy size exchanges and store-credit-based returns within 7 days of product delivery.
Exchange requests must be raised within 7 days of receiving your product.

Exchanges are allowed only for a size change of the same item, based on stock availability.
If the requested size is unavailable, you’ll receive store credit equal to the product value (shipping & COD charges not included).
If you want a different colour or product, please request a return, and use the issued store credit to place a new order.
All approved returns are refunded as store credit only.
Monetary refunds are not issued under any circumstance.

The above returns policy applies to all purchases made via our website only (www.terractive.in).

⚠️ Note:
If an individual item from a bundle or offer (e.g. Pack of 2, Choose your own bundle, Buy 1 Get 1) is returned, the offer becomes invalid and the store credit will be adjusted accordingly.

Items returned in a dirty, damaged, defective, or incomplete condition (including missing original components or accessories, such as the windcheater pouch/cover) will fail our quality inspection and the return or exchange request will be rejected. In such cases, customers will be required to arrange a courier pickup at their own expense if they wish to have the product shipped back to them.

📬 HOW CAN I REGISTER A RETURN / EXCHANGE?

You can raise an exchange or return request by filling this form:
🔗 https://terractive.in/apps/return_prime

Please pack the garment in its original packaging with all the original tags attached, and a pick-up agent will come to collect the package.

⚠️ Please note:
If we receive the items in any other packaging, we will not be able to accept the return and the package will be sent back.

Remember that you must send the items you wish to return within 7 days from the shipping date of your order, before the exchange period expires.

Items are eligible for exchange only once.

🚚 PICKUP PROCESS & SERVICEABILITY

Reverse Pickup: Available in most serviceable areas.
Pickup Attempts: Up to 3 pickup attempts will be made within 24–48 hours of your request. Please ensure availability to avoid delays.
If your area is non-serviceable, or it takes more than 5 days for the pickup to be completed:

You may self-ship via India Post or a reliable courier.
We will reimburse up to ₹200 towards courier cost (with valid proof) once the product passes quality check.
The ₹100 return handling fee per order still applies (covers pickup, inspection, and processing).

Please note: Reverse pick-up, are subject to availability and capacity of the pick-up partner. Any delays, fake attempts, etc caused are not the responsibility of the company and solely of the courier partner.

📦 RETURN CONDITIONS

To be eligible for return or exchange, items must:

Be unused, unwashed, and unaltered, with all tags and packaging intact.
Be free of stains, perfume, or wear marks.
Reach our warehouse before any credit or exchange can be processed.
Items failing inspection will be returned to the customer.

Items returned in a dirty, damaged, defective, or incomplete condition (including missing original components or accessories, such as the windcheater pouch/cover) will fail our quality inspection and the return or exchange request will be rejected. In such cases, customers will be required to arrange a courier pickup at their own expense if they wish to have the product shipped back to them.

🧾 RETURN / EXCHANGE CHARGES

Flat ₹100 handling fee per order only on Returns (covers pickup, QC & processing).
Self-shipment reimbursement: up to ₹200 with valid courier receipt.
Shipping & COD fees are non-refundable.

❌ NON-RETURNABLE / NON-EXCHANGEABLE ITEMS

Clearance items are strictly non-returnable, non-refundable, and non-exchangeable.
Innerwear, sports bras, bodysuits, and other intimate products (for hygiene reasons).
Games and accessories (Terrabounce, caps, bows, Terravests, grip tapes, etc.).

🩹 DAMAGED OR WRONG PRODUCT RECEIVED

If you receive a damaged or incorrect item:

Notify us within 48 hours of delivery at 📞 +91 7977178420.
Share clear product and packaging photos or an unboxing video.
Once verified, we’ll arrange a replacement or issue store credit as per your choice.

🕒 PROCESSING TIMELINES

Return/exchange request window: 7 days from delivery.
Exchange processing: 7–10 days.
Return processing: 5–7 days after pickup & QC.
Store credit issuance: within 24 hours of QC approval.

If your pickup hasn’t been arranged within 2 days, please contact us at +91 7977178420.

🧺 RETURNING BUNDLE OR SET ITEMS

Items purchased as a bundle or set must be returned together.
Individual items from a set cannot be returned separately.

🏷️ REFUND & STORE CREDIT POLICY

Refunds are issued only as store credit (no cash/bank refunds).
Store credit will be for product value only, shipping & COD fees excluded.
Store credit does not expire.
Credit is issued after the returned product passes quality inspection.

🛍️ CANCELLATION POLICY

Orders can be cancelled only before dispatch.
Once dispatched, orders cannot be cancelled.
Cancelled orders receive store credit equivalent to order value (no monetary refunds).

🔍 OUT-OF-STOCK ITEMS

If a product you ordered goes out of stock:
You’ll be notified via email and offered a replacement or store credit for that item.

🧾 IMPORTANT NOTES

Terractive will not be liable for loss or damage of garments sent via unauthorised couriers.
Items showing wear, wash, or alteration marks will be rejected.
Each product is eligible for exchange only once.
We reserve the right to decline any return/exchange that doesn’t meet our terms.
By placing an order, you agree to our Refund, Return & Exchange Policy.

🤝 CUSTOMER SUPPORT

For all return, exchange, or shipping concerns:
📧 hello@terractive.in
📞 +91 8850993929
Our team will respond within 48 hours.