Politique de retour et de remboursement

Last Updated: September 9, 2024

At TerraMow, customer satisfaction is our top priority. We've crafted this comprehensive policy to provide you with a clear understanding of our procedures for order cancellations, returns, refunds, and warranties. Please take a moment to familiarize yourself with these important guidelines to ensure a smooth and satisfactory experience with our products and services.

1. Order Cancellations

1.1. Cancellation Window

Customers can cancel their order before it has been dispatched from our warehouse.

1.2. Cancellation Fee

A 5% processing fee will be deducted from the refund amount for cancelled orders. This fee covers transaction costs (such as PayPal and credit card fees) and other administrative expenses.

1.3. Refund Process

The remaining 95% of the order value will be refunded to the original payment method within 7 business days of the cancellation approval.

2. Return

2.1. 30-Day Return Window

We offer a 30-day return policy from the date of delivery. Customers must initiate a return request within this period and return the product within 14 days after the return request is approved.

2.2. Quality Issues within 30 Days

For products with quality issues reported within the 30-day window, we provide free return, exchange, or replacement options. Our customer service team will guide you through the process to ensure a satisfactory resolution.

2.3. Quality Issues After 30 Days

For quality issues reported after the 30-day return window but within the 2-year warranty period, we will not support returns or exchanges. Instead, replacements or repairs will be offered as resolution options. For more detailed information, please check our warranty policy.

2.4. Return Requirements

All returns must meet the following criteria:

• Approval from a TerraMow Specialist.
• Initiated within the 30-day return window.
• Product in its original packaging. You may need to buy the packaging box from TerraMow prior to return if don't have the original box.
• All accessories must be complete and included.

TerraMow reserves the right to reject any return that does not comply with our policy.

2.5. Non-Quality Related Returns

For products not related to quality issues can be returned for any reason within 30 days of purchase under following specific requirements:

• The customer is responsible for return shipping costs in these cases.
• All accessories must be complete and included.
• The robot mower must be returned in its original packaging.
• The product must be unused and unactivated. If the product shows signs of use, a 15% restocking fee will be applied.

2.6. Exceptions

Certain products may be exempt from our standard return policy. Please check the product description or contact our customer service for details.

• Corporate purchases and bulk ordersmay not be eligible for refunds. Please consult with your TerraMow sales representative for specific details regarding corporate and bulk order policies.
• Purchases from retailers/distributors may not be eligible for refund or return policy on the website. Please contact the retailers where you buy.