Refund & Returns Policy


Effective Date: 20 June 2024

Thank you for shopping at TerraMat. If you are not entirely satisfied with your purchase, we’re here to help. Our products can be returned within 5 days of the original purchase of the product. A new product may be exchanged for another product or returned for a refund.

1. Conditions for Returns

  • The product was purchased in the last 5 days.
  • The product is in its original packaging.
  • The product isn’t used or damaged.
  • You have the receipt or proof of purchase.
  • You obtained a Return Merchandise Authorization (RMA) from us.

2. Non-returnable Items

  • Gift cards.
  • Discounted items are final and cannot be returned or exchanged.
  • Returned items must have tags still on and be returned in original packaging.

3. Initiating a Return

  • To initiate a return, please email us at terramatnz@gmail.com. Provide your order number, the item(s) you wish to return, and the reason for return. We will respond quickly with instructions on how to return items from your order. Please ensure you request an RMA before sending the product back to us.

4. Shipping Returns

  • You are responsible for the cost and risk of returning the product to us. We recommend sending the product with a trackable shipping service or purchasing shipping insurance.
  • Please send the product with its original packing to:
    • TerraMat Returns
    • 38/137 Hall Avenue, Favona

5. Damaged or Faulty Products

  • If you received a damaged or faulty product, please notify us immediately for assistance. Send us a detailed description of the problem and a photo if possible to terramatnz@gmail.com.

6. Refunds

  • After we receive your item, our team of professionals will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
  • If the product is damaged in any way, or you have initiated the return after 30 days have passed, you will not be eligible for a refund.

7. Exchanges

  • If you would like to exchange a product, follow the returns process to return the unwanted product and place a new order for the product you wish to purchase. You will receive a refund for the original product, assuming it meets the return criteria.

8. Contact Us

This policy is designed to be fair and transparent, ensuring that the process is straightforward and customer-friendly while protecting the business’s interests. We strive to ensure your satisfaction with every purchase, but understand that sometimes returns are necessary. We’re here to facilitate that process as smoothly as possible.