Refund policy

Returns Accepted: Within 30 days of purchase (pre-approved returns only). All consumable items cannot be returned.

Return Shipping: Covered by the customer.

Restocking Fee: 15-20 % depending on the condition of the item and reason for return, as well as initial shipping fees absorbed by Terra (if applicable).

Final Sale Items: Consumable items cannot be returned.

Your satisfaction is extremely important to us. If you’re experiencing an issue with your order, please immediately contact our Customer Service Department:

Phone: 514-381-2571, 1-800-268-3772 Ext: 258
Email: sac@terracaf.ca

 

Eligibility for Returns

Depending on the nature of the situation, we may refund returns made within 30 days (minus shipping and handling). Returns must first be approved prior to processing. Items must be in the same condition as received: unopened, unused, and in their original packaging.

Receipt or proof of purchase is required.

To start a return, contact us at sac@terracaf.ca. Approved returns should be sent to the following address:

TERRA CAFÉ ET THÉ LTÉE
290 Rue de Port Royal W, Montreal, Quebec, H3L 2B4

If your return request is accepted, we may, depending on the nature of the return, send you a return shipping label and detailed instructions on how to send your package. Unapproved returns will not be accepted. A 15% restocking fee may also be applicable.

You can always reach us at sac@terracaf.ca for any return-related questions.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (e.g., food) or custom products (e.g., special orders or personalized items). Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at sac@terracaf.ca.