Warranty & Customer Service
As a new company we are still working out kinks in our product and service delivery. Therefore as part of our commitment to our customers we want your honest and constructive feedback. Please do not hesitate to contact us for any reason so we can continue to improve and ensure your complete satisfaction with terra.
Packaging and Delivery Guarantee
Valid for 48 hours from the time you receive your product, this covers damages that happened in transporting the product. This is only valid for new products that have never been used before. Repair or replacements must be requested within 30 days by returning the faulty product to terra or an authorized distributor.
terra is not responsible for breakage, damages, imperfections or deterioration due to mishandling, robberies or loss of the product in the storage or transportation of products sold by third parties, unauthorized distributors and/or in the following cases:
The product was damaged in the unpacking or assembly because instructions were not followed correctly.
The product was damaged because it was used incorrectly, the filter was paired with a container other than an official terra container, or the product has been altered or repaired by a third party not authorized by terra.
If you are unsatisfied with your terra product, you will receive a full refund within 30 days from the first use. In order to get the full refund you must return the complete product in optimal condition. If it has any defects the guarantee is not valid. terra does not cover the cost of transportation.
If your terra product or filter, container or parts are faulty, do not work, or break as a result of our manufacturing or assembly, we will repair or replace it, and deliver it to you, at our expense. Valid for 1 year from the first use of the product, in order to get a replacement you must demonstrate the faultiness of the part and return it to us or an authorized distributor.
IMPORTANT: Please check the instructions and the complete FAQ’s first to ensure you are using the products correctly before contacting us. This warranty is good for all of terra products and components and only valid with receipt of purchase or delivery, and serial number registration.