Refund policy

Returns & Refunds Policy

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

 

1. 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 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.

2. 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 returned without prior written approval from TerraGlow Malta

 

3. Return Process

If your return request is approved:

  • The item must be shipped to a specific PO box specified by 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

 

4. 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
  • Refunds will only be processed once the returned item passes our quality inspection

 

5. 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.

 

6. 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.

 

7. 30-Day Money Back Guarantee

In line with your rights under EU and Maltese consumer law, you may cancel and return an item within 14 days of receiving it, provided the hygiene seal is intact and the product is unused and unopened. Once the hygiene seal has been broken, or the product has been opened or used, it is exempt from the 14-day right of withdrawal, as permitted by law for sealed health and hygiene goods unsealed after delivery.

In addition to your statutory rights, we offer a voluntary 30-day money-back guarantee on items returned with the hygiene seal intact. This is our own goodwill policy and runs alongside — not instead of — your legal rights above.

 

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.