Refund policy
60-Day Return Eligibility
Terra Health Essentials offers a 60-day return period for an eligible customer’s initial subscription order or first one-time purchase of a product. The return request must be submitted within 60 days of the applicable order date.
This voluntary return benefit is limited to the first purchase of each product by a customer, with no more than one refund per product. The customer must provide the order number or other proof of purchase.
Subscription renewal orders are not eligible for the voluntary 60-day return benefit. This does not affect remedies available for damaged, defective, missing, or incorrect items or any rights required by applicable law.
Subscription Cancellations
Canceling a subscription and returning an order are separate actions. Canceling a subscription stops future renewals but does not automatically cancel, return, or refund an order processed before the cancellation.
Subscription cancellation timing and requirements are governed exclusively by our Purchase Options Cancellation Policy.
Starting a Return
To request a return, contact [email protected] within the applicable return period. Include:
- The order number
- The product being returned
- A brief explanation of the return request
Terra Health Essentials will review the request and confirm whether the return is eligible.
Return Authorization and Tracking
Customers must receive authorization before returning a product. If the return is eligible, Terra Health Essentials will approve the request and provide return instructions identifying the products authorized for return.
Return authorization confirms that the customer may send the approved products back. It does not mean the products have been shipped or received.
After shipping, the customer must reply to the authorization email with the shipping carrier and tracking number. Providing the tracking information is required so Terra Health Essentials can associate the incoming package with the correct order and return authorization.
Terra Health Essentials considers the return to be in transit once the tracking information is received. If no tracking information is provided, Terra Health Essentials will assume the authorized return has not yet been shipped.
A return is not considered received merely because it was mailed. Refund review begins after the package is delivered to the designated returns center and matched to the correct authorized order.
Products sent without prior authorization may be refused and may not qualify for a refund.
Return Address
Authorized returns must be sent to:
Fulfillment Returns Center
Terra Health Essentials
7864 Ronson Road, Suite A
San Diego, CA 92111
Customers should follow the instructions in the authorization email before shipping a return.
Return Shipping
Unless the return concerns a damaged, defective, missing, or incorrect item, the customer is responsible for:
- Return shipping charges
- Tracking and optional shipping insurance
- Customs charges and duties
- Any other costs associated with returning the products
Original shipping and expedited-shipping charges are non-refundable unless otherwise required by law.
Terra Health Essentials is not responsible for a return shipment that is lost, misdirected, or damaged before delivery to the designated returns center. Customers should retain their shipping receipt and tracking information.
Damaged, Defective, Missing, or Incorrect Items
Customers should inspect their orders after delivery and contact [email protected] promptly if an item is damaged, defective, missing, or different from what was ordered.
The customer should provide:
- The order number
- A description of the issue
- Photographs of the product and packaging when available
Terra Health Essentials will investigate the issue and provide the appropriate replacement, return, or refund instructions.
Non-Returnable Items
The following are not eligible for the voluntary return benefit:
- Subscription renewal orders
- Gift cards
- Custom or personalized products
- Products clearly identified as final sale before purchase
- Products returned without authorization
These exclusions do not limit remedies required for damaged, defective, missing, or incorrect goods or any other non-waivable rights under applicable law.
Exchanges
Customers must contact customer support to confirm exchange eligibility before returning a product.
If an exchange is approved, the customer should return the original product according to the provided instructions and place a separate order for the replacement product.
Inspection and Refund Processing
After an authorized return is delivered, matched to the correct order, and inspected, Terra Health Essentials will notify the customer whether the refund is approved.
Approved refunds are issued to the original payment method within 10 business days. Banks and card issuers may require additional time to post the credit.
If more than 15 business days have passed since Terra Health Essentials approved the refund, contact [email protected].
Statutory Consumer Rights
Nothing in this policy limits any consumer right that cannot legally be waived. Where applicable law provides additional withdrawal, return, repair, replacement, or refund rights, those rights take precedence over this voluntary policy.
