This Refund & Return Policy sets out the conditions, timeframes, and procedures for cancellations, returns, and refunds for orders placed on www.terranovafashion.com (operating under the brand terranovafashion), owned and operated by TERRANOVA GLOBAL COMMERCE SDN BHD.
1. Merchant Identification
- Brand Outlet: terranovafashion (www.terranovafashion.com)
- Operating Entity: TERRANOVA GLOBAL COMMERCE SDN BHD
- Company Registration (SSM No): 202601024706 (1686803-K)
- Return & Corporate Address: 41A LINTASAN PERAJURIT 6, TAMAN PERAK 31400 IPOH, PERAK, MALAYSIA
- Customer Support Email: environment@terranovafashion.com
- Telephone Contact: +60 1153761418
2. Standard Delivery & Non-Delivery Refunds
- Shipping Framework:We serve customers across Europe and the United States using international express logistics services provided by DHL, FedEx, and UPS Priority. Standard delivery transit requires 6 to 10 working days.
- Order Tracking:Automated notification updates are sent to the email address provided during checkout at critical handling stages, including order dispatch, processing at logistics hubs, and local delivery routing.
- Overdue Shipments:If a shipment exceeds the standard 6 to 10 working days transit window, customers are advised to contact environment@terranovafashion.com. We will initiate a formal investigation with the carrier. Following the carrier inquiry, TERRANOVA GLOBAL COMMERCE SDN BHD will issue a full refund or arrange a replacement dispatch based on the investigation outcome.
3. Statutory Right of Withdrawal (14-Day Return Policy)
In compliance with statutory consumer rights in Europe and the United States, customers maintain the legal right to cancel their purchase and return items without specifying a reason:
- Cancellation Window:You have the right to withdraw from your purchase within 14 calendar days from the date you or a designated recipient takes physical possession of the items.
- Return Authorization:To initiate a return under your right of withdrawal, notify our support team by email at environment@terranovafashion.com within the 14-day window to receive official return instructions.
- Return Address:All authorized returns must be sent directly to our central facility:TERRANOVA GLOBAL COMMERCE SDN BHD41A LINTASAN PERAJURIT 6, TAMAN PERAK 31400 IPOH, PERAK, MALAYSIA
4. Damaged, Defective, or Incorrect Items
If an order arrives with damage or production defects, physical return of the item is not required:
- Notification:Customers must contact our customer service desk via email at environment@terranovafashion.com within the statutory timeframe upon receipt.
- Evidence Submission:Please provide clear photographic evidence displaying the issue along with your order details.
- Resolution:Upon verified review of the photographic evidence, we will process a full refund or dispatch a replacement item directly, without requiring you to return the damaged item.
5. Refund Processing Methods & Timeframes
- Original Payment Method:All approved refunds are processed directly back to the original method of payment used during checkout. Supported payment options include major credit and debit cards (Visa, Mastercard, American Express) and digital wallets (Apple Pay, Google Pay).
- Processing Times:Once approved, refund credits are released immediately by our system. Please allow standard banking clearance windows (typically 3 to 7 working days) for the credit to reflect on your payment statement.