Refund policy
Returns & Refunds
We want you to love your Terra & Treads piece. Please read this policy before you order. It does not limit any of your rights under the Australian Consumer Law.
Change of mind
We don't offer refunds or exchanges if you simply change your mind, choose the wrong size or no longer need the item. Every product page lists full measurements, so please check them against your space before ordering. If you're unsure, our Find Your Fit tool can help, or you can email us first.
Damaged on arrival
Please check your delivery as soon as it arrives. If anything is damaged or missing, email us at support@terratreads.com as soon as possible, ideally within 7 days, with your order number and photos of the item and the packaging. We'll arrange a replacement part, a replacement item or a refund.
Faulty products
If your item develops a fault, contact us at support@terratreads.com with your order number, a description of the problem and photos. We may need to inspect the item before providing a remedy.
- Major failure (for example, the item is unsafe, very different from its description, or can't be used for its normal purpose and can't easily be fixed): you can choose a full refund or a replacement.
- Minor failure: we will repair it or supply a replacement part free of charge within a reasonable time. If we can't, you can choose a refund or replacement.
Our furniture is large and heavy, so if a faulty item needs to come back, we will arrange and pay for collection. You don't need the original packaging, but please keep your proof of purchase.
Refunds are made in full to your original payment method, usually within 5 to 10 business days of approval.
When a remedy doesn't apply
The consumer guarantees don't cover damage caused by misuse, accident or incorrect assembly, normal wear and tear, or a problem you were told about before buying.
Order cancellations
If you'd like to cancel an order, email us as soon as possible. Orders cancelled before they are dispatched are refunded in full. Once an order has been dispatched it can't be cancelled, but the rights above still apply.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact
Terra & Treads
Email: support@terratreads.com