Return and Refund

Return & Refund Policy

1. 5-Day Inspection Period

At TERPS, we provide a 5-day inspection window for all products. To be eligible for a refund, your item must be in the exact condition you received it: completely unused, unopened, and in its original, undamaged packaging.

2. Hygiene & Safety Standard

Due to the nature of our products and federal regulations regarding botanical hardware, we enforce a strict hygiene policy:

  • Residue-Free: All items must be 100% free of any resin, botanical residue, or odors.

  • Used Items: Any item deemed "used" by our intake team will result in no refund.

  • Safety Protocol: For safety and legal reasons, used items sent to our facility will not be returned to the sender and will be disposed of immediately.

  • Inclusions: All chargers, batteries, accessories, and documentation must be returned in like-new condition.

3. Authorized Return Address

To initiate a return, you must first contact sales@terpsbrand.com for authorization. Items sent without an approved request will not be processed. Once approved, ship your item to:

TERPS Returns 17011 SR 50, Suite 102 Clermont, Florida 34711

Customers are responsible for all return shipping costs. We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of your return.

4. Damages & Fulfillment Errors

Please inspect your order immediately. If you receive a defective or incorrect item, you must report it to sales@terpsbrand.com within 48 hours of delivery. Please include clear photos of the item and the shipping box to expedite your claim.

5. Hardware Warranty (Terps Chiller)

For technical hardware, including the Terps Chiller, we operate on a Replacement-First Model. If your unit has a manufacturing defect, please refer to our Warranty Page. Warranty coverage applies to internal component failures and does not qualify for a "change of mind" refund once the unit has been used or the seal is broken.

6. Refund Processing

Once we receive and inspect your return (and confirm it is unused and residue-free), we will notify you of the approval or rejection of your refund. Approved refunds are processed back to your original payment method within 10 business days.