Política de reembolso

Right of withdrawal

If you are a consumer, you have the right to withdraw from your purchase within 14 calendar days without giving a reason, subject to the conditions and exceptions below.

The withdrawal period expires 14 calendar days from the day you, or a third party indicated by you other than the carrier, receive the goods.

How to request a return

To request a return, please contact us at support@terranealabs.com.

Please include your order number, full name, the product you wish to return and, where relevant, photographs if the product is damaged, defective or incorrect.

We will send you return instructions. Please do not send products back without first contacting us and receiving return instructions.

Conditions for returns

To be eligible for a return, products must be unopened, sealed, unused, in their original packaging and in a condition suitable for resale.

For health and hygiene reasons, food supplements that have been opened, unsealed or used after delivery cannot be returned, unless they are defective, damaged or incorrect.

Return shipping cost

For eligible standard returns within Spain, TERRANEA will cover the normal return shipping cost using the return method we provide or approve.

If you choose a different return method without our prior approval, we may not be able to cover the additional cost.

Refund timing

Once you have informed us that you wish to withdraw from the purchase, we will process the refund without undue delay and in any event within 14 calendar days.

We may withhold the refund until we have received the returned goods or until you provide proof that you have returned them, whichever occurs first.

Refunds will be made using the same payment method used for the original purchase, unless another method is expressly agreed and does not create additional cost for you.

Damaged, defective or incorrect products

If you receive a damaged, defective or incorrect product, please contact us at support@terranealabs.com.

After reviewing the case, we may offer a replacement, refund or other appropriate solution.