Return & Refund Policy
Last Updated: 25 August 2026
At Terra Motion, we want you to feel confident when shopping with us. If something isn't right with your order, we're here to help.
We offer a 30-day return policy, subject to the conditions below.
1. 30-Day Return Policy
You may request a return within 30 days of receiving your order.
To be eligible for a voluntary return, the item should normally be:
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In its original condition
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Unused or only reasonably inspected
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Undamaged
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Complete with all parts and accessories
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Returned with the original packaging where reasonably possible
To start a return, contact:
Please include:
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Your order number
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Your full name
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The product you wish to return
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The reason for the return
We will provide you with return instructions and the appropriate return address.
Please do not send products back without contacting us first.
2. Return Method
Returns are accepted by mail.
After your return request has been approved, we will provide the appropriate return address and any relevant instructions by email.
Do not return products to our business/contact address unless we specifically instruct you to do so.
3. Inspecting Your Product
You may reasonably inspect the product after delivery.
If an item has been used, damaged, modified or handled beyond what is reasonably necessary to inspect it, we may reduce or refuse a voluntary refund where permitted by applicable law.
This does not affect your rights relating to faulty, defective or misdescribed goods.
4. Change-of-Mind Returns
If you change your mind, you may request a return within our 30-day return period.
For voluntary change-of-mind returns:
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The customer is responsible for return shipping costs.
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We recommend using a tracked shipping service.
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You should keep proof of postage until your refund has been completed.
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We do not charge a restocking fee for eligible returns.
5. Return Shipping Costs
Change-of-Mind Returns
For normal change-of-mind returns, the customer is responsible for the cost of returning the item.
Faulty, Damaged or Incorrect Items
If an item is faulty, damaged on arrival, materially misdescribed or the wrong item was supplied, please contact us before returning it.
Where appropriate and required by applicable law, Terra Motion will cover reasonable return shipping costs.
6. Faulty, Damaged or Incorrect Products
If you receive an item that is:
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Faulty
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Damaged
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Defective
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Incorrect
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Missing essential parts
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Materially different from its description
please contact:
Please include:
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Your order number
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A description of the issue
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Clear photographs or video where reasonably possible
Depending on the circumstances and your applicable rights, we may provide:
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A replacement
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A repair
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A refund
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Another appropriate remedy
7. Bicycle and Outdoor Products
Some Terra Motion products, including bicycle accessories, may require fitting, mounting or installation.
Before installing or using a product, please:
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Check compatibility
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Review stated dimensions
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Follow installation instructions
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Inspect the product for visible damage
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Ensure all mounting points and fittings are secure
For voluntary returns, we may be unable to provide a full refund where a product has been extensively used, ridden with, damaged, modified or installed in a way that causes material wear or damage.
This does not affect your legal rights where a product is faulty, defective, unsafe or materially misdescribed.
8. Refunds
Once we receive your return, we will inspect it and notify you about the refund.
If approved, your refund will be issued to your original payment method.
We aim to process eligible refunds within 10 business days after receiving and inspecting the returned product.
Your bank, credit-card company or payment provider may require additional time before the refund appears in your account.
9. Original Shipping Costs
For voluntary change-of-mind returns, original delivery charges may be non-refundable except where applicable consumer law requires otherwise.
Premium or expedited shipping charges may also be non-refundable where permitted by law.
10. Order Cancellations Before Dispatch
If you wish to cancel or change an order before it has been dispatched, contact us as soon as possible:
Please include your order number.
We will make reasonable efforts to cancel or amend your order before dispatch.
However, orders may enter processing shortly after being placed, so we cannot guarantee that changes or cancellations can be completed before dispatch.
If an order has already been dispatched, you may use our normal return procedure after receiving it.
11. Exchanges
If you would like a different product, size or variation, please contact:
Where appropriate, we may recommend returning the original product for a refund and placing a new order for the desired item.
12. Sale and Discounted Items
Unless clearly stated otherwise, eligible sale and discounted products are covered by our normal 30-day return policy.
Sale products also retain all applicable statutory consumer rights.
13. Items That Cannot Be Returned
Certain products may be excluded from voluntary returns where permitted by law, including:
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Personalised or custom-made products
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Products damaged through misuse
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Products materially altered after delivery
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Sealed goods that cannot be returned for genuine health or hygiene reasons after the seal has been broken, where applicable
Any important product-specific return restriction will be clearly disclosed where required.
These exclusions do not affect legal rights relating to faulty, defective or misdescribed products.
14. Return Packaging
Please package returned products securely to help prevent damage during transit.
Where reasonably possible, include:
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The product
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Original accessories
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Components supplied with the product
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Manuals or instructions
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Original packaging
We recommend using tracked shipping and keeping proof of postage.
15. Return Address
Please contact us before sending any return.
Once your return request has been accepted, we will provide the appropriate return address and return instructions.
Returns sent to an unauthorised address may be delayed.
Contact:
16. Refund Not Received
If we have confirmed that your refund has been issued but you have not received it:
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Check your bank or payment account.
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Contact your payment provider or card issuer.
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Allow normal payment-processing time.
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Contact us if the refund still does not appear.
Email:
17. Your Legal Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or replace consumer rights that cannot legally be excluded.
Where applicable law provides greater protection than this policy, those statutory rights will continue to apply.
18. Contact Us
For returns, cancellations, exchanges, damaged products or refund enquiries:
Terra Motion
Email: support@terramotion.store
Website: terramotion.store