Shipping policy

Return Policy

At Terra, we want you to feel confident with every purchase. If something isn't right, please review the conditions below to understand how returns work.

Order Errors:

  • If there is an issue with your order, please contact us within 24 hours of receiving your package.
  • Include your order details and clear photos so we can resolve the issue quickly.

Change of Mind Returns:

If you wish to return your order due to a change of mind (excluding Final Sale items, promotional items, Trial Packs, and gift cards):

  • Email us within 24 hours of delivery.
  • Provide your order number, the reason for the return, and the number of unopened, unused packs you want to return.
  • The customer must cover return shipping costs.

Non-Returnable Items:

  • Sale items or Promotional items (Eg: Free gifts, Buy One Get One free items, etc.)
  • Trial Packs
  • Gift cards (unless required by law)

These items cannot be returned or refunded.

Purchases from Retail Partners:

We accept returns only for eligible products purchased from TERRA online stores. We have strong relationships with our retailer partners. If you would like to return a product purchased from one of our retailers, please contact them directly for assistance and information on their return policy.

Sizing & Leakage:

Leaking caused by incorrect sizing is not covered under our returns policy. If you need help choosing the right fit, our customer service team is happy to guide you.

Shipping Fees:

Shipping and handling fees are non-refundable.

Eligibility for Returns:

Items are eligible for return within 24 hours from the time of delivery.

Condition of Returned Items:

All returned products must be:

  • Unused
  • In original packaging
  • With all tags and labels intact

Proof of Purchase:

A valid proof of purchase (receipt or order confirmation) is required for any return.

Proof of Condition (Video Requirement):

To initiate a return, please provide a short video showing the item's condition and explaining the reason for the return. This helps us verify the issue and process your request efficiently.

Faulty or Damaged Items

If your item is defective, damaged, or missing parts, email support@terragentle.com.au with photos and videos showing the issue. Our team will assess the situation and assist you promptly.

Return Process Timeline:

  • Pickups usually occur within 10 to 20 days of submitting your return request. (Pickup timelines are subject to the availability of Australia post services and may vary accordingly.)
  • Replacement processing typically takes 10-20 working days after the returned item is evaluated.
  • Once we receive your order, we will process refunds within 10 days, as set out above.

Customer Support & Communication

We proudly stand behind our products with a 100% Satisfaction Guarantee and are committed to listening carefully and working with you to achieve the best possible outcome.

All return and refund enquiries are handled initially via email and chat support for efficient assistance. If further review is required, a callback may be arranged where appropriate.

For any questions regarding sizing, product performance, or general assistance, please contact us at support@terragentle.com.au our team will be delighted to help.

Exchange Policy

If you've ordered the wrong size in error, we will happily exchange it provided the following conditions are met:

  1. Please notify us within 24 hours of receipt of the product
  2. Kindly understand that we require the customer to cover the cost of return shipping.
  3. Due to the nature of our products, we are unable to accept exchanges due to packs of nappies your baby has outgrown.
  4. Items must be returned in the same condition as received. This means the item must be in the original, undamaged packaging.

Incorrect Size Delivered - Your Error

  • If we deliver the incorrect size, please contact us immediately.
  • We will rectify this by dispatching the correct size to you; however, the shipping cost for sending the replacement will be borne by the customer.

Incorrect Size Delivered - Our Error

  • If we accidentally sent the wrong size, please contact us immediately.
  • We will send the correct size at no additional cost.

Subscription Orders - Your Error

If you accidentally subscribed and received an order:

  • You must cover the shipping cost.
  • Only the product price will be refunded.

Faulty Item Delivered - Our Error

  • If your item arrives defective, damaged, or with missing parts, please contact support@terragentle.com.au immediately.
  • Kindly provide clear photos and videos of the issue, so our team can verify the problem and assist you promptly.

Change of Mind After Placing an Order

  • If you wish to make changes to your order, please email us within 24 hours (business days) of placing the order.
  • Once the order has been processed, we are unable to make changes or offer refunds.

Exchange / Refund Process Timeline:

Pickups usually occur within 10-20 days, depending on your location.
Once the return pickup is completed, the product will first be received at our warehouse for evaluation.

After the product reaches our warehouse:

  • If a replacement is requested, it will be dispatched within 10-20 working days.
  • If a refund is requested, it will be processed accordingly.

Once the replacement is dispatched, delivery typically takes approximately 8-10 working days. Timelines may vary depending on your location, delivery area, and the availability of local shipping and logistics services.

  • Refunds will be processed within 10 working days of your notification.

Customer Support & Communication

We proudly stand behind our products with a 100% Satisfaction Guarantee and are committed to listening carefully and working with you to achieve the best possible outcome.

All exchange-related enquiries are handled initially via email and chat support for efficient assistance. If further review is required, a callback may be arranged where appropriate.

For any questions regarding sizing, product performance, or general assistance, please contact us at support@terragentle.com.au our team will be delighted to help.

FAQs

Can I shop as a guest without creating a TERRA account?
Yes, you can complete your purchase as a guest without signing up. However, creating an account allows you to save your details for faster checkout in the future.

What if my billing address is different from my delivery address?
No worries. At checkout, you can enter separate billing and delivery addresses.
If both are the same, simply select that option to avoid entering information twice.

What packaging materials do you use?
We take care when packing orders to ensure your goods arrive intact and unspoiled, while minimising environmental impact. We wrap items in paper that is often reused and recyclable.

When will my order be shipped?
Orders for in-stock items or items available through our AUS distributors usually ship within 8-10 working days. Please allow extra time during busy periods or sales.

Note: We do not ship on public holidays. Orders placed on a public holiday will be processed on the next working day.

How can I track my order?
As soon as your order ships, you'll receive a confirmation email with a tracking link that you can use on the Australian Couriers website to track your order.

What if I'm not home when the courier arrives?
The logistics partner should leave your parcel in a safe location. If unable to do so, they will leave a card for re-delivery or pickup.

How can I get a GST invoice for my order?
Simply email us your order number, and we'll send you a GST invoice.