Return and Refund Policy

TERRA CULINARA — RETURN AND REFUND POLICY

Effective Date: August 30, 2026

At Terra Culinara, we want you to feel confident about your purchase. This Return and Refund Policy explains when eligible products can be returned, the conditions that apply, who is responsible for return shipping costs, and how approved refunds are processed.

This policy should be read together with the Terra Culinara Shipping Policy.

 

 

1. 30-Day Return Period

Eligible products may be returned within 30 days of delivery.

The 30-day return period applies to eligible non-defective and non-damaged returns, including situations such as:

  • Changed your mind

  • Ordered by mistake

  • No longer need the product

  • Product does not meet your expectations

  • Selected the wrong product or size

The return period begins on the date the product is recorded as delivered.

Customers must contact Terra Culinara before sending an item back. Unauthorized returns may not be accepted.

 

 

2. Return Eligibility

To qualify for an eligible non-defective return, the product should generally:

  • Be unused and in resalable condition

  • Be free from scratches, damage, or excessive signs of use

  • Include all original parts, accessories, manuals, and components

  • Be returned in the original manufacturer's packaging where applicable

  • Not have been installed, modified, assembled, or altered where installation or modification affects return eligibility

  • Be returned in a condition suitable for resale

Certain products may have additional eligibility requirements based on their type, manufacturer, shipping method, or order status.

 

 

3. Refund Eligibility

A refund may be issued when:

  • An eligible return has been approved and completed

  • A product is confirmed to be defective

  • A product arrives damaged and the claim is approved

  • The wrong product was supplied

  • Another approved circumstance under Terra Culinara's policies applies

Approval is required before a product is returned.

 

 

4. Restocking Fee

A 25% restocking fee applies to approved non-defective voluntary returns.

The restocking fee is intended to cover costs associated with processing, handling, inspection, repackaging, and the potential loss of resale value associated with a returned product.

The 25% restocking fee does not apply to approved returns involving:

  • A defective product

  • A product damaged in transit

  • The wrong product being supplied

  • An error attributable to Terra Culinara

 

 

5. Return Shipping

For approved non-defective or change-of-mind returns, the customer is responsible for applicable return shipping costs.

For approved returns involving a defective, damaged, or incorrect product, Terra Culinara will cover applicable return shipping costs.

Return shipping arrangements must be coordinated with Terra Culinara before the product is shipped back.

 

 

6. Shipping Damage

Shipping damage is handled separately from the standard 30-day voluntary return policy.

If your product arrives visibly damaged, please inspect the item before accepting delivery whenever possible.

Shipping damage must be reported to Terra Culinara within 48 hours of delivery.

Customers should:

  1. Inspect the product and packaging as soon as possible.

  2. Take clear photographs and/or videos of the packaging and damaged product.

  3. Notify the delivery carrier when applicable.

  4. Contact Terra Culinara within 48 hours of delivery.

  5. Provide the order number and supporting documentation.

For large, oversized, or freight deliveries, customers should inspect the shipment before signing for or accepting delivery whenever reasonably possible and document visible damage with the carrier.

Failure to report shipping damage within the applicable reporting period may affect the available resolution because carrier and freight-claim requirements may have shorter reporting deadlines.

 

 

7. Defective, Incorrect, or Missing Products

Issues involving defective, incorrect, or missing products are separate from the 48-hour shipping-damage notification period.

Customers should contact Terra Culinara within 7 days of delivery if:

  • The product is defective

  • The wrong product was received

  • A required product or component is missing

  • The product does not function as reasonably expected

Customers may be asked to provide photographs, videos, model numbers, order information, and a description of the issue.

Terra Culinara will review the issue and determine the appropriate resolution based on the circumstances.

For an approved defective, damaged, or incorrect-product return, the 25% restocking fee does not apply, and Terra Culinara will cover applicable return shipping costs.

 

 

8. Product-Specific Restrictions

Some products may have additional restrictions because of their nature, manufacturer requirements, installation status, customization, or order type.

These may include:

  • Custom-made products

  • Special-order products

  • Personalized products

  • Installed products

  • Products specifically identified as non-returnable

Where applicable, product-specific restrictions should be disclosed on the relevant product page before purchase.

Products identified as non-returnable or subject to special return restrictions may not qualify for a refund except where required under the applicable policy or where the product is defective, damaged, incorrect, or affected by an error attributable to Terra Culinara.

 

 

9. Manufacturer and Supplier Terms

Terra Culinara works with different manufacturers and suppliers, and certain products may have product-specific warranty, installation, delivery, or return requirements.

Supplier or manufacturer terms do not replace Terra Culinara's standard customer-facing return policy unless a specific product restriction has been clearly disclosed and approved for that product.

Where relevant, product-specific information will be stated on the applicable product page.

 

 

10. Return Request Process

To request a return, contact Terra Culinara with:

  • Order number

  • Customer name

  • Product name

  • Reason for the return

  • Photos or videos when applicable

  • Any additional information requested by our team

Return requests must be submitted within the applicable timeframe.

Once the request has been reviewed, Terra Culinara will provide instructions for the next steps.

 

 

11. Exchanges

If a product needs to be replaced because it is defective, damaged, incorrect, or otherwise qualifies for a replacement, Terra Culinara will review the situation and determine the appropriate resolution.

Product replacement availability may depend on inventory, supplier availability, and manufacturer requirements.

 

 

12. Inspection Before Refund

Returned products may be inspected after they arrive at the designated return location.

The inspection may determine:

  • Whether the return qualifies

  • Whether the product is in acceptable return condition

  • Whether all required parts and accessories were returned

  • Whether damage or excessive use is present

  • Whether applicable deductions are required

A refund will be processed after the return has been received and reviewed.

 

 

13. Refund Calculation

The amount refunded will depend on the type of return and the applicable terms.

For approved non-defective returns, the refund may be reduced by:

  • The applicable 25% restocking fee

  • Applicable return shipping costs

  • Other applicable charges disclosed under the relevant terms

Approved defective, damaged, or incorrect-product returns are not subject to the 25% restocking fee.

Accordingly, a non-defective return does not automatically qualify for a refund of the full original purchase amount.

 

 

14. Refund Processing Time

Terra Culinara will generally process an approved refund within 14 days after the returned product has been received and inspected.

After Terra Culinara processes the refund, the actual time for the funds to appear in the customer's account may vary depending on the customer's bank, card issuer, or payment provider.

 

 

15. Original Payment Method

Refunds are generally issued to the original payment method used for the purchase.

Terra Culinara cannot control the final posting time once the refund has been submitted by the payment processor.

 

 

16. Refunds for Cancelled Orders

Customers should contact Terra Culinara as soon as possible to request an order cancellation.

Cancellation requests may not be guaranteed once an order has entered processing, been submitted to a supplier or manufacturer, or shipped.

If an order can no longer be cancelled and has already shipped, the applicable return process will apply.

 

 

17. Manufacturer Warranties

Some products are covered by manufacturer warranties.

Warranty terms may vary by:

  • Manufacturer

  • Product

  • Component

  • Warranty type

  • Warranty period

Terra Culinara will only publish warranty information that has been verified or provided by the applicable manufacturer or supplier.

A manufacturer warranty is separate from Terra Culinara's voluntary 30-day return policy.

 

 

18. Refunds Do Not Automatically Mean Full Refunds

Refund amounts depend on the reason for the return and the applicable terms.

For eligible non-defective voluntary returns, the applicable 25% restocking fee and return shipping costs may be deducted.

Approved defective, damaged, and incorrect-product returns are handled separately under the applicable terms.

 

 

19. Return and Refund Timeframe Summary

Situation

Applicable Timeframe

Eligible non-defective voluntary return

30 days from delivery

Shipping damage notification

48 hours from delivery

Defective/incorrect/missing product issue

7 days from delivery

These timeframes apply to different situations and should not be treated as interchangeable.

 

 

20. Return and Refund Request Information

When contacting Terra Culinara about a return or refund, please provide:

  • Order number

  • Customer name

  • Product name

  • Reason for the request

  • Photos/videos when relevant

  • Any additional documentation requested by Terra Culinara

 

 

21. Contact Us

For return, refund, or product-issue questions or requests:

Email: support@terraculinara.com
Phone: 510-491-9009
Address: 484 Lake Park Avenue #34, Oakland, CA 94610
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM EST