Refund policy

Returns & Refunds Policy

Please read this policy carefully before purchasing. By completing your order, you agree to the terms below.

1. Nature of Our Products

Our products are personal body-care items. For health and hygiene reasons, each product is sealed. Once the hygiene seal is broken or the product has been opened or used, it cannot be returned or refunded under any circumstances.

2. Eligibility for a Return

A return request will only be considered if ALL of the following conditions are satisfied:

  • The item was received in a visibly damaged or defective condition upon delivery
  • You contact us within 48 hours of delivery confirmation
  • You provide clear photographic evidence of the damage or defect at the time of receipt
  • The product is unused, in its original packaging, with all original contents intact
  • The return request is approved in writing by a TerraGlow Malta team member before any item is sent back

Requests made after 48 hours of delivery will not be accepted under any circumstances.

3. Non-Returnable Items

The following are strictly non-returnable:

  • Any item that has been used, even once
  • Any item removed from its original packaging
  • Items purchased during a sale or promotional period
  • Items where the 48-hour contact window has passed
  • Items returned without prior written approval from TerraGlow Malta

4. Change of Mind

We do not accept returns or issue refunds for change of mind, buyer's remorse, or failure to read the product description prior to purchase.

5. Return Process

If your return request is approved:

  • The item must be shipped to TerraGlow Malta
  • All return shipping costs are the sole responsibility of the customer
  • TerraGlow Malta is not responsible for items lost or damaged in return transit

6. Refunds

If a return is received, inspected, and approved:

  • A refund will be issued to the original payment method within 10–14 business days
  • Original shipping costs are non-refundable
  • A restocking fee of 35% will be applied
  • Refunds will only be processed once the returned item passes our quality inspection

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, you must notify us within 48 hours of delivery with photographic proof. We will assess the claim and, at our sole discretion, offer a replacement or store credit. Cash refunds for damaged items are not guaranteed.

8. Chargebacks

Initiating a chargeback without first contacting TerraGlow Malta and following the return process above is considered a breach of this policy. We reserve the right to contest all chargebacks with full documentation of the order, delivery, and communications.

9. Contact

All return and refund queries must be submitted in writing to: info@terraglowmalta.com

Phone and social media requests will not be accepted as formal return requests.