Refund Policy

At Tereza, we strive to offer a smooth and customer-friendly exchange process. Please read our exchange and return guidelines carefully before placing your order.

EXCHANGE POLICY

• We offer an exchange-only policy. Refunds are not applicable unless the product is received in a damaged condition and approved after inspection.
• You can initiate an exchange within 3 days of delivery.
• A reverse pickup facility is available for most pin codes.
• A delivery fee of ₹300 per item will be applicable and must be paid online. Cash on Delivery is not accepted for exchange charges.
• We only allow size exchanges for the same product.
• Exchange is subject to availability of the desired product/size.
• You may also exchange your item for any other product available in our store.

EXCHANGE PROCESS

• WhatsApp us at +91 63574 26365 within 3 days of delivery.
• Provide your Order ID and 360-degree parcel opening video.
• Our team will guide you through the process and arrange pickup (if applicable).
• Replacement will be shipped once the original item is received and passes quality inspection at our warehouse.

IMPORTANT GUIDELINES

• A 360-degree parcel opening video is mandatory for any exchange or damage claim. No complaint will be accepted without this video.
• All complaints will be resolved within 2 working days (can take longer in rare cases).
• In case reverse pickup is not available for your pin code, you will need to self-courier the item to our warehouse (address on the original invoice).
• In the event of receiving a damaged or incorrect product, inform us within 24 hours of delivery on WhatsApp with the required video proof.
• Items must be unused, unwashed, and in original packaging. We reserve the right to refuse exchange if the item shows signs of wear, wash, or damage.
• Approved refunds for damaged products (after inspection) will be processed within 3–4 business days of receiving the return.

CONTACT INFORMATION

📧 Email: tereza.query@gmail.com
📞 WhatsApp: +91 63574 26365 (Available: 10:00 AM – 6:00 PM)
🏠 Return Address:
41,42 Arjun Park Industry, Punagam, Varachha,
Surat, Gujarat – 395010, India