Return and refund policy
Returns are accepted on most of the catalogue. The four things worth being aware of are the window, the condition requirement, who pays the return delivery, and when the refund lands.
When to tell us
You have 10 days from delivery to raise a return. The deadline applies to telling us, not to the item physically arriving back.
What cannot be returned
- Items made or personalised to your specification.
- Items sold as clearance and marked non-returnable on the product page.
- Items returned without original packaging, where that packaging forms part of the product.
Condition
- Unused and in its original packaging, with all parts and accessories included.
- The order invoice from the parcel sent back with the item.
- Items that have been used, installed, altered or washed cannot be accepted unless they arrived faulty.
Exchanges
On exchanges: we do not offer a direct exchange. The practical route is to return the item you have and place a fresh order for the replacement, so the second order ships without waiting for the first to come back.
Who pays for return delivery
- Change of mind: the customer arranges and pays for return delivery.
- Damaged, faulty, wrong or incomplete: once confirmed as our error, Tervera Lounge covers or reimburses the return delivery cost.
Damaged, wrong or incomplete orders
Write to [email protected] within 48 hours of delivery with photographs of the parcel and its contents. An unboxing video is strongly recommended. We review what you send and arrange a replacement or a refund where applicable. A claim is not refused solely because there is no video.
How long a refund takes
After the returned item reaches us and clears the condition check, we issue the refund within 7 business days. Prepaid orders refund to the original method; COD orders refund to bank or UPI details you supply. No restocking fee applies.
Duplicate payments
Paid twice for the same order? After we confirm the duplicate transaction, the extra payment is returned within 5 business days. It is handled independently of any return.
Returning pillows and bedding
For hygiene reasons pillows cannot be returned once they have been slept on or removed from their protective wrapping. Sheet sets must be unwashed with the packaging. Give a compressed pillow the full 48 hours to expand before deciding it is the wrong height.
Warranty
No warranty is added by this store. If a product page states a warranty, it is that warranty, on its own terms, in force.
Returns address
Returns go to the business and order fulfilment address: 196,mechanic nagar, Main Road, Transport Nagar, Indore, Madhya Pradesh 452014, India. Please write to [email protected] before sending anything back so the return is logged against your Order ID.