Return & Refund Policy
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.
3. Warranty
*For more detailed information, please check our warranty policy.
Components | Standard Warranty Duration |
---|---|
Robotic Mower | 2-Year Warranty |
Base Station | 2-Year Warranty |
Power Adapter | 2-Year Warranty |
Battery Pack | 2-Year Warranty |
Decoration/Appearance | No Warranty |
Cutting Blade Kit | No Warranty |
Other Accessories (including but not limited to): - Multi-Zone Pathway Sign kit - No-go Zone Marker kit - Screws - Hex Key - Extension Cable |
No Warranty |
Cellular Traffic Package and its SIM Card | Once activated, no refund or return. |
4. Refund
4.1 Returns and Refunds
Our RMA (Return Merchandise Authorization) specialist will inspect returned products within 7 business days of receipt. Once approved, refunds will be issued within 7 days.
4.2 Refund Methods
Refunds will be issued using the original payment method when possible. In cases where this is not feasible, our team will work with you to find an alternative solution.
4.3 Partial Refunds
In cases of product damage or missing parts, partial refunds may be offered at the discretion of our RMA specialist.
5. Contact Information
If you have not received your refund within the specified timeframe or have any questions regarding our order cancellation, return, and refund policy, please contact our support team at support@terramow.com.
6. Policy Updates
TerraMow reserves the right to modify this policy at any time. Any changes will be effective immediately upon posting on our website.
By making a purchase from TerraMow, you acknowledge that you have read, understood, and agree to this order cancellation, return, and refund policy.