Returns, Refunds, Delivery & Courier Disputes Policy

Last Updated: Aug 2025

1. 14-Day Returns Policy

You have 14 days from the date of delivery to request a return.

To be eligible for a return, your item must be:

• In the same condition as received

• Unused and unopened

• In original packaging

• With receipt or proof of purchase

To start a return, contact us at ADMIN@TERAGRAM.IE.
Buyer is responsible for all return postage costs.

You can always contact us for any return-related queries at ADMIN@TERAGRAM.IE.

2. Delivery & Inspection of Parcel

Please inspect your parcel immediately upon delivery.

• If the outer box is visibly damaged, do NOT accept delivery.

• Notify us immediately with photos and details so we can raise a courier claim.

Acceptance of a damaged parcel without notification may affect eligibility for refund, replacement, or courier claim support.

If a customer intervenes and contact the courier service to re-route the parcel to a different address than original delivery address, we will not be liable for any discrepency in terms of damage or loss of product.

3. 48-Hour Delivery Discrepancy Notification (STRICT)

Customers must notify us in writing within 48 hours of the courier marking the parcel as delivered of any discrepancy, including but not limited to:

• Missing items

• Incorrect items

• Visible damage

• Suspected tampering

• Incorrect delivery location

• Proof of Delivery (POD) disputes

Failure to notify us within this 48-hour window may result in the claim being rejected, as courier partners impose strict investigation deadlines and evidence requirements.

After 48 hours, we reserve the right to decline responsibility for discrepancies that cannot be substantiated with courier evidence.

4. Courier Proof of Delivery (POD) & Risk Transfer

Once a parcel is marked as delivered by the courier, including delivery to:

• A safe place

• A neighbour

• Reception

• Any location permitted under courier terms or authorised by the customer

The risk of loss transfers to the customer.

We will assist with courier investigations where applicable; however:

• Courier acceptance of liability is required for compensation

• We are not responsible for losses caused by third-party carriers once delivery has been attempted in accordance with the provided address

5. Refused Delivery, Depot Holds & Courier Returns (IMPORTANT)

If a customer:

• Refuses delivery

• Fails to collect a parcel from a courier depot

• Provides an incorrect or inaccessible delivery address

• Causes a parcel to be returned to us by the courier

This will be treated as a customer-initiated return.

In such cases:

• All outbound and return shipping costs will be deducted

• A €100 administration & handling fee will apply once a parcel has been dispatched

• Refunds will only be processed after the item is received back and inspected

• If the item is not in brand-new, resalable condition, additional deductions may apply

Failure to collect from a courier depot within the carrier’s holding period will be deemed a refusal of delivery.

6. Cancellation Before Fulfilment

If a customer cancels an order before it is fulfilled, a full refund will be issued.

7. Made-to-Order / Custom Products

Hand-made or made-to-order items:

• If fulfilled but not yet dispatched:
  → €100 inconvenience/handling fee applies

• If dispatched and customer cancels or refuses delivery:
  → €100 inconvenience fee PLUS
  → All outbound & return shipping charges deducted

Made-to-order products are exempt from the 14-day right of withdrawal under EU Consumer Law
(Directive 2011/83/EU, Article 16(c)) and are not eligible for change-of-mind returns.

8. Change of Mind After Delivery (Used or Opened Items)

If a customer returns a product within 14 days due to change of mind after opening or using the item:

• A 30% depreciation charge will apply

• As the item can no longer be sold as new

9. Return Shipping & Risk

• Return shipping and packaging are the customer’s responsibility

• The customer acts as the sender and is responsible for safe delivery back to us

• We strongly recommend purchasing return shipping insurance

Any transit damage on return may result in additional deductions following inspection.

10. Faulty or Transit-Damaged Goods

We will repair or replace products that are faulty or damaged in transit, subject to:

• Photos

• Videos

• Supporting evidence

Claims must be raised immediately upon delivery and within 48 hours.

11. Non-Returnable Items

The following are non-returnable and non-refundable:

• Sale items

• Gift cards

• Products sold at trade fairs, shows, events, or non-online sales

12. Exchanges

The fastest way to get a replacement is to:

1. Return the original item (subject to approval)

2. Place a new order separately

13. Refund Processing

Once your return is received and inspected:

• We will notify you of approval or rejection

• Approved refunds are issued to the original payment method

• Banks may take 5–10 working days to process and post the refund

14. Misdelivery & Courier Error

In cases of proven courier misdelivery:

• We will assist in raising a formal courier investigation

• Any refund or replacement is conditional upon courier acceptance of liability

• Until the courier investigation is concluded, no refund or replacement is guaranteed

This protects against fraudulent or unsubstantiated claims where courier evidence is inconclusive.

15. Legal Escalation & Abuse of Process

We reserve the right to:

• Suspend service

• Decline further orders

• Pursue recovery of costs

where we reasonably believe there is abuse of returns, delivery refusal, depot non-collection, or misuse of courier dispute processes.

16. Compliance with Irish & EU Consumer Law

Nothing in this policy affects your statutory rights under:

• Consumer Rights Act 2022 (Ireland)

• EU Consumer Rights Directive 2011/83/EU

However, where the customer’s actions (including refusal of delivery, failure to collect, incorrect address, or delayed notification) contribute to loss or cost, we are entitled to recover reasonable handling, logistics, and administrative charges.

17. Evidence & Cooperation Requirement

Customers agree to cooperate fully with any courier investigation, including providing:

• Photos

• CCTV (where applicable)

• Signed statements

• Delivery location confirmation

Failure to cooperate may result in rejection of the claim.

18. Order Downgrades, Swaps & Credit Balance (Voucher Policy)

Where a customer requests to change or downgrade an existing order to a lower-value product or configuration, within the 14-day return period:

• The original product must first be returned to us in full compliance with our Returns Policy, including being unused, unopened, and in original, resalable condition

• The item must be received, inspected, and approved by us before any credit is issued

• All outbound and return shipping charges will be deducted from the credit balance

• Any difference in price will be issued as a store credit voucher, not a cash refund

• The voucher may be used for future purchases on our website only

• The voucher will be valid for a period of six (6) months from the date of issue

• Vouchers are non-transferable and non-refundable

• Vouchers cannot be exchanged for cash or withdrawn to any payment method

For replacements or swaps, additional shipping charges may apply depending on the selected replacement product and destination.