Política de reembolso

Overview

We stand behind our craftsmanship with a customer satisfaction guarantee. This refund policy details our terms and conditions for returns, exchanges, and refunds to ensure transparency in all transactions.

Return Eligibility

60-Day Return Period

You may request a return within 60 days from the date of delivery. Returns requested after this period will not be accepted.

Condition of Items

To be eligible for a return, your item must be:

• Unused and in the same condition that you received it
• Free from damage, marks, or signs of installation
• In its original packaging when possible

Non-Returnable Items

The following items cannot be returned:

• Custom or personalized orders
• Items that have been installed, used, or altered in any way
• Items marked as non-returnable at the time of purchase

Return Process

How to Initiate a Return

1. Contact our customer service team at contact@terrafez.com, or call us at +212631510790 with your order number and reason for return
2. Our team will provide you with return instructions and the necessary return address
3. Package the item securely to prevent damage during transit
4. Ship the item back to the provided address

Return Shipping

• The customer is responsible for covering return shipping costs
• We recommend using a trackable shipping service and purchasing shipping insurance
• TerraFez is not responsible for items damaged or lost during the return shipping process

Refunds & Exchanges

Refund Process

• Once we receive and inspect your return, we will notify you about the status of your refund
• If approved, your refund will be processed within 5-7 business days
• Refunds will be issued to the original payment method used for the purchase

Exchange Process

• If you prefer an exchange, please indicate your desired replacement item when initiating your return
• Exchanges are subject to product availability
• If there is a price difference, it will be charged or refunded accordingly

Damaged or Defective Items

If you receive a damaged or defective item:

1. Contact us within 48 hours of delivery with photos of the damage
2. We will offer either a replacement item or a full refund at our discretion
3. TerraFez will cover the shipping costs for returning damaged or defective items

Product Warranty

Warranty Coverage

• Select TerraFez products come with a 2-year warranty against manufacturing defects and durability issues
• The warranty covers products that fail to meet our durability claims
• The warranty period begins from the date of delivery

Warranty Claims

To submit a warranty claim:

1. Contact our customer service team with your order number and a detailed description of the issue
2. Provide clear photos showing the problem
3. Our team will evaluate your claim and determine if it falls under warranty coverage

Warranty Exclusions

The warranty does not cover:

• Normal wear and tear
• Damage resulting from improper use, installation, or maintenance
• Damage caused by accidents or environmental factors
• Aesthetic changes that occur naturally over time with handmade products

Contact Us

If you have any questions about our return policy or need assistance with a return, please contact us:

• Email: contact@terrafez.com
• Hours: Monday-Friday, 9:00 AM - 5:00 PM (GMT+1)

TerraFez
13 RUE HASSAN DKHISSI
RES MALAK BUREAU N1
30000 FES
MOROCCO