Refund policy

Returns & Refunds Policy

At Terrane, we stand behind every bag we sell. If your order doesn't meet your expectations, we want to resolve it — clearly, fairly, and without unnecessary back and forth.

1. How to Request a Return

To initiate a return or refund, contact our support team through one of the following:

  • Email: contact@terrane-bags.com — include your full name, order number, and the item(s) you wish to return
  • Return form: available at terrane-bags.com

Our team will review your request and respond within 1 to 3 business days.

2. Return Window

Terrane offers a 12-day return window from the date your order is delivered. Return requests submitted after this period will not be eligible, except in cases involving manufacturing defects or damage sustained during transit.

3. Item Eligibility

To qualify for a return, all of the following conditions must be met:

  • The bag must be completely unused — no signs of wear, scratches on hardware, creases on straps, or contact with personal items.
  • All original tags, dust bags, straps, and accessories must be present and attached.
  • The item must be in its original packaging, in the same condition it was received.
  • The return request must be submitted within 12 calendar days of the delivery date.

Non-returnable items:

  • Bags that show any signs of use, wear, or contact with personal belongings.
  • Items with removed tags, missing straps, missing dust bags, or damaged original packaging.
  • Customized or personalized products made to your specifications.

4. Return Process

  1. Email contact@terrane-bags.com or submit the return form at terrane-bags.com with your order number and reason for return.
  2. Our team will respond within 1 to 3 business days with confirmation and return shipping instructions.
  3. Pack the item securely — ideally in its original box or protective packaging — and ship it to the address we provide.
  4. Once we receive and inspect the returned item, your refund will be processed as described in Section 5.

5. Return Shipping Costs

  • Defective or incorrect item: Terrane covers all return shipping costs at no charge to you.
  • Change of mind / voluntary return: Return shipping is the customer's responsibility. We recommend using a tracked and insured service given the nature of the products.

6. Refunds

Once the returned item is received and passes our inspection, Terrane will process your refund within 14 calendar days.

Refunds are issued to the original payment method used at checkout. No alternative payment methods are available for refunds.

The refund covers the full product price. Original shipping costs are not refunded on voluntary returns unless the entire order is returned. Allow an additional 3–10 business days for the amount to reflect in your account, depending on your bank or payment provider.

7. Product Warranty

All bags sold by Terrane carry a 12-day warranty from the date of delivery, covering manufacturing defects such as broken hardware, faulty stitching, or material flaws present at the time of purchase. This warranty does not apply to damage resulting from normal wear and tear, improper use, accidental damage, or exposure to extreme conditions.

US customers are covered under applicable FTC regulations and state consumer protection laws. EU customers purchasing from Terrane are additionally protected under EU Directive 2019/771/EU on contracts for the sale of goods.

To report a defect within the warranty period, email contact@terrane-bags.com with a description of the issue and clear photos of the defective area.

8. Damaged or Incorrect Items

If you receive a bag that is damaged or does not match what you ordered, contact us at contact@terrane-bags.com within 48 hours of delivery. Include clear photos of the item and the outer packaging as received.

Terrane will arrange, at no cost to you, a replacement shipment or — if the product is unavailable — a full refund including original shipping costs.

9. Order Cancellations and Out-of-Stock Products

If a product is unavailable at the time your order is processed, we will contact you by email, cancel the affected order, and issue a full refund within 14 calendar days via your original payment method.

This policy complies with applicable US Federal Trade Commission (FTC) regulations and state consumer protection laws.