Refund policy

updated: 19th April '25

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at ADMIN@TERAGRAM.IE. Buyer to pay the return postage.

You can always contact us for any return question at ADMIN@TERAGRAM.IE

Delivery and Inspection of Parcel
Please inspect your order upon reception and DO NOT accept the delivery if you find the outer box is damaged. Contact us immediately to report the discrepancy, so that we can make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. Any product sold in trade fairs, shows, events or non-online sales are non-returnable & non-refundable.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Returns & Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take time of 5-10 working days for your bank or credit card company to process and post the refund.

 Some general conditions-

  • If a customer cancels the order before its fulfilled, he/she is eligible for full refund.
  • Hand made or made to order items are refundable but an in-convenience fees of €100 will be deducted if order is fulfilled but not yet dispatched. 
  • Two way shipping charges will be deducted if the product is already been dispatched and customer wishes to cancel the order before item is being delivered. In this case, customer can deny the acceptance of the shipment and inform the driver to return it back to the sender. If item is delivered during absence of customer, its customer's responsibility to send it back in safe and new condition (un-opened, unused, in its original packaging that can be sold again as new) back to us for us to process adequate refund.
  • We will repair or replace if the product is faulty upon receiving due to any damage incurred in transit (subject to approval based on - pictures, videos & proofs to be provided by the customer).
  • Made to order products are exempt from the 14-day right of withdrawal under EU consumer law (Directive 2011/83/EU, Article 16(c))- not eligible for change-of-mind returns.
  • If customer still wants to return a used item within 14 days of receiving due to change of mind, the return will be subject to 30% depreciation as it cannot be sold as new.
    Packaging & Shipping charges to be covered by the customer and it will be the customer's responsibility as sender to ensure that it's delivered to us safely without any damage. In case of any transit /delivery related damages to parcel, customer will be liable for further deduction that can only be confirmed upon assessment of damaged goods. We recommend you to purchase adequate insurance to cover the return parcel in transit. The refund will automatically be issued to the original mode of payment, no other method.
  • No returns will be accepted if they are over 14days from the delivery date.