We curate every piece with care and want you to be completely delighted. If something isn't quite right, our 7-day return policy is simple and courteous.
01
Initiate Your Request
Email support@terraskincare.com with your Order Number (e.g. TR-10023) and the item you wish to return. If damaged during shipping, please include a quick photo of the parcel.
02
Safe Repackaging
Ensure the item is placed back in its original presentation box and shipping carton with protective cushioning to prevent breakage during transit.
03
Collection or Studio Drop-off
We will arrange a courier pickup at your convenience in Nairobi, or you may drop it off at our Westlands atelier. Countrywide returns are handled via our parcel network.
04
Inspection & Instant Refund
Once received and verified, we process your refund to your original payment method or M-Pesa account within 2 to 3 business days.
7-Day Return Window
You may request a return or exchange within 7 calendar days from the date your order is delivered.
Item Condition
Products must be unused, unburnt (for candles), and in their original packaging with all labels, ribbons, and protective wrapping intact.
Transit Damage Guarantee
If an artisanal ceramic vessel or glassware arrives cracked or broken, contact us within 48 hours with a photograph. We will immediately dispatch a complimentary replacement or issue an instant refund.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on lit candles, opened fragrance room mists, or bespoke personalized gift sets once dispatched.
M-Pesa & Card Reversals
Refunds are credited directly to your original payment account. For M-Pesa payments, funds are transferred back to the initiating telephone number within 24 to 48 hours of verification.
Return Shipping Fees
If you are returning an item due to a defect or transit damage, Terra Skincare covers 100% of return logistics costs. For voluntary returns or exchanges (change of mind), the customer covers courier costs or may arrange a complimentary drop-off at our Nairobi studio.