Refund policy

 

Return, Refund & Exchange Policy

At Terraloop, we are committed to delivering high-quality products and ensuring every order reaches you in excellent condition. We carefully inspect every garment before dispatch and work closely with our delivery partners to provide a smooth shopping experience.

If you experience any issue with your order, please review our policy below.

Exchange & Store Credit Eligibility:

Terraloop offers exchange or store credit in place of returns, subject to the eligibility criteria below. Your product is eligible for exchange or store credit under the following conditions:

  • The exchange/return request must be raised within 48 hours of delivery.
  • An incorrect garment has been delivered to you, not matching the item in your confirmation email.
  • The garment you purchased has been delivered with a manufacturing defect.
  • The product does not fit correctly — size exchange is allowed only for the same product, subject to availability.

Store Credit 

Store credit will be issued based on the amount paid for the product at the time of purchase. 

  • Shipping charges, COD charges, or other service fees (if applicable) are not included in store credit.
  • Store credit can be used for future purchases on our website.
  • Store credit cannot be exchanged for cash.
  • If a purchase made using store credit is eligible for an exchange, it will be processed in accordance with this policy. However, no cash refund will be issued for purchases made using store credit.

Important Exclusions

Please note that the following items are not eligible for exchange, return, or refund:

  • Customized or altered products (size, colour, embroidery, etc.)
  • Products purchased during sales or special promotions
  • Used, washed, or damaged items
  • Products without original tags or packaging.

Cancellation & Refund Policy

We do not offer cancellation as a standard practice. In special or exceptional cases, cancellation and refund may be approved at the sole discretion of Terraloop. 

  • Cancellation requests must be raised within 12 hours of placing the order or before dispatch, whichever is earlier.
  • Orders cannot be cancelled once they are shipped.
  • If a cancellation and refund is approved, the refund will be credited to the original payment method within 5–7 working days, depending on your payment provider.
  • Approved cancellations before dispatch do not require the product to be returned.


How to Request an Exchange

If your request meets the above criteria, please email us at: terraloop@shobikaaimpex.com 

Please include the following details in your email:

  • Order number
  • Reason for the exchange request (include clear images in case of a defective or incorrect garment)

Our customer support team will review your request and guide you through the next steps.

 

Exchange Process

Once your exchange request is received:

  1. Our team will review your request and may ask for photographs or additional information.
  2. If the request is approved, Terraloop will arrange a return pickup from your delivery address.
  3. Once the returned product reaches our warehouse, it will undergo a quality inspection.
  4. If the product passes inspection, the replacement product will be dispatched.
  5. If the requested size is unavailable, a store credit equal to the eligible product value will be issued instead.

Please note:

  • Replacement products are dispatched only after the returned product has been received and successfully passed our quality inspection.
  • Customers must ensure that the product is ready for the scheduled return pickup.
  • Only one size exchange is permitted per order.
  • If the return pickup fails due to customer unavailability on multiple occasions, the exchange request may be cancelled.
  • The returned garment must be unused with all original tags and packaging intact.
  • Exchanges are subject to stock availability. If the requested size is unavailable, store credit may be issued instead.

Partial Cash on Delivery (Partial COD) Orders

For orders placed using the Partial Cash on Delivery (Partial COD) payment option, the advance payment made at the time of placing the order is non-refundable if:

  • The customer cancels the order after it has been shipped.
  • The shipment is refused or cancelled at the time of delivery.
  • The order is returned to us due to customer unavailability, refusal to accept the package, or any customer-related reason.

The advance payment is collected to cover order processing, payment gateway charges, packaging, and shipping-related costs. Therefore, it is non-refundable in the circumstances listed above.

If the return occurs due to a courier issue or an error on Terraloop's part, the matter will be reviewed individually, and an appropriate resolution will be provided at Terraloop's sole discretion.

 

Final Note

Terraloop reserves the right to approve, reject, or request additional information for any exchange, refund, cancellation, or store credit request in accordance with this policy. All decisions made by Terraloop will be based on the terms of this policy.