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Return Policy

TerraNova Trade Ltd Return and Exchange Policy (Applicable to the EU)

1. Statutory Right of Return (EU Distance Sales)

According to EU law, you have the right to return goods within 14 days without reason:

Duration calculation: Calculated from the day after receiving the goods

Return conditions: The goods must be unused, in the original packaging and with complete labels

2. Return process

Step 1: Log in to your account → "My Orders" → Apply for a return

Step 2: Receive our Return Authorization Code (RMA)

Step 3: Send the goods back to (please modify according to the actual address):

3. Refund rules
Product quality issues - full refund + return shipping costs

5 working days after receiving the return - no reason to return

Refund only the product amount (shipping costs are not refunded) - 7 working days after receiving the return

Wrong delivery/missing delivery - resend new products or full refund (optional) - within 48 hours after confirmation

4. Exchange Policy
Free exchange: only applicable to our responsibility (such as product defects, wrong goods)

Exchange at your own expense: customers need to bear the shipping costs of the new order if they choose the wrong style/size

Exchange period: application must be made within 7 days after receipt

5. Special instructions
Customs clearance fees: customs duties that may be incurred by returns outside the EU must be borne by the customer

Return tracking: It is recommended to use trackable logistics (such as DHL/UPS), and we are not responsible for lost packages

Return status inquiry: log in to your account or email [email protected]

6. Contact information
Return issue consultation: [email protected]
Complaint handling: [email protected] (response within 48 hours)

Implementation suggestions:

Embed a return policy summary link in the order confirmation email
Purchase return insurance for high-value products (such as diamond-studded hair accessories)
Include a multi-language return instruction card (including English/French/German/Spanish) in the package
Do you need to supplement the following content based on actual business?
Special terms for wholesale customers (B2B)
Return restrictions for promotional items (such as flash sales)
Gift order processing procedures

7. Contact information
Return issues: [email protected]
Complaints: [email protected] (response within 48 hours)