We pride ourselves greatly on the quality of our products. Our goal is for you to be 100% satisfied with anything you order from us. If you are not totally happy with your purchase, we will work with you to either replace your products, fix your problem or refund your money. Customer satisfaction has always been and will always remain our top priority.
Warranty / Repairs
We are proud to announce that effective April 3rd, 2020, we will be offering free repairs on the lifetime usage of all of our technical outerwear products for our customers in the U.S! After considering all options, we decided to stand behind our products for its usable life, and will be taking a stance towards actively reducing waste and reducing our carbon footprint within the apparel & textiles industry. We will actively work with you to make sure that any reasonable damage on your Terracea product is fixed by one of our trusted repair partners.
A few questions will certainly arise from what constitutes eligibility for a lifetime repair. Here are a few definitions that we'd like to outline for our repair service:
“Lifetime” refers to the reasonable usable lifetime of your product, and specifically, the lifetime of the materials and components that go into the finished product. We will always do our best to select high-quality materials and components that meet our strict quality standards, but even the best materials do have a lifespan and will eventually degrade. We choose to evaluate a product’s lifetime by its intended use and how much use it gets, not by how old it is.
Normal Wear and Tear
Nothing lasts forever even though we wish it could! Products used consistently in certain conditions and exposed to the elements can show wear and tear faster than those used less frequently, and it could be that your product has simply reached the end of its practical lifetime.
Examples of Defects in Materials or Workmanship (typically covered under warranty): Cord damage, Elastic fraying, Material abrasion (in new condition), Rips/Tears caused by poor construction, Snap damage, Stitching issues, Zipper issues
Examples of Wear and Tear, Abuse, or Neglect (typically not covered under warranty, but let us know anyways as we'd like to try and work something out): Excessive material abrasion, Punctures caused by active use
Exchanges & Returns
We accept items for return & will offer a refund within 30 days upon delivery of your order.
Returned items must be in original condition – they should be unwashed, unworn, with all tags attached and in their original packaging. The packing slip and order confirmation that accompanied your order should be included with your returned items.
For Domestic/U.S orders, we will provide a return label to you to ship the damaged item to our repair partner - Please note that return shipments may take up to 10 business days. For International Orders, customer is responsible for the shipping cost of returning the item back to Terracea, and we will make arrangements to ship the item back to you upon completion of the repair.
Once we have received the items and determined them to be in original condition, we will issue a full refund to the original credit card or processing service used for payment. Refunds may take several days to process so please bear with us during that time.
To initiate a warranty repair, sizing exchange or return request on your Terracea outerwear product, please visit our CONTACT US page and complete the web form (provide your Order Number and include all vital details in the Message section).
A representative will then respond back to your inquiry within 48 hours to assist in next steps in either arrange for repair of your product, exchanging your product for a different style/size, or returning your product for a partial/full refund.