Cancellation and Return

Order Cancellation and Return Policy for Terrene Care

At Terrene Care, customer satisfaction is our priority. However, if you need to cancel or return an order, please review the following guidelines:

1. Before Dispatch:

• Orders can be cancelled before dispatch by contacting our customer support team.
• A confirmation email will be sent upon successful cancellation.
• Refunds for prepaid orders will be processed within 7-10 business days to the original payment method.

2. After Dispatch:

• Once shipped, cancellation is no longer possible. However, you may initiate a return as per our return policy.

3. Cancellation Fee:

• A cancellation fee may apply if the order is cancelled after the specified cancellation window, as mentioned on the product or order confirmation page.

4. Seller-Initiated Cancellations:

• If Terrene Care cancels the order due to unforeseen circumstances, a full refund will be issued for prepaid orders.

5. Right to Modify:

• Terrene Care reserves the right to modify the cancellation window or waive the cancellation fee. Updates will be communicated periodically.

Cancellation Policy for Prepaid Orders

1. Before Dispatch:

• Prepaid orders cancelled before dispatch are eligible for a full refund within 7-10 business days.

2. After Dispatch:

• Cancellations are not possible once the order has been dispatched, but you can request a return under the return policy.

3. Partial Cancellation:

• For multi-item orders, individual items can be cancelled before dispatch, and refunds will be processed accordingly.

4. Cancellation Fee:

• A cancellation fee may be applied if the order is cancelled after the designated time window.

Cancellation Policy for Hyperlocal Orders

1. Non-Cancellable Orders:

Orders under the MINUTES delivery option are non-cancellable and non-refundable except under these circumstances:

• Delivery exceeds the estimated time.
• The delivery partner has not picked up the order.
• The seller has not accepted or has cancelled the order.
• Other valid reasons determined by Terrene Care.

2. Easy Doorstep Cancellation:

• In specific cases, cancellations can be initiated through our customer service agents under the Easy Doorstep Cancellation Policy.

Order Cancellation by Terrene Care

Terrene Care reserves the right to cancel orders, partially or entirely, for the following reasons:

• Product unavailability.

• Unforeseen circumstances (e.g., force majeure).

• Suspected fraudulent activity.

• Violation of our Terms of Use.

• Logistical constraints.

• Refunds: For cancellations initiated by Terrene Care, prepaid amounts will be refunded within 5-7 business days. Track refund status on the Order Details page.

Return Policy

1. Eligibility for Return:

• Products that are damaged, defective, or incorrect can be returned within 7 days of receipt.
• Returns for opened, used, or hygiene-related products are not accepted.

2. Return Process:

• Contact customer support to initiate the return process. Once approved, ship the product back in its original packaging.
• Refunds will be processed within 7-10 business days after the returned product is received and inspected.

Policy Updates

This policy may be updated periodically. Updates will be communicated through the platform’s push notifications or other channels.