Baseball Cap

TerraPax Return & Refund Policy

Our Promise: Quality and Harmony

At TerraPax, we stand by the craftsmanship, sustainability, and quality of our Core Camping Essentials. If you are not completely satisfied with your purchase, we are here to help make it right.

1. General Return Guidelines

• Eligibility Window: You may return eligible items within 30 days of the original purchase date.

• Condition: Items must be returned in their original, unused condition and packaging, including all tags, manuals, and accessories.

• Proof of Purchase: A receipt, packing slip, or order confirmation number is required for all returns and exchanges.

• Restocking Fee: We do not charge a restocking fee for products returned in new condition.

2. Refund Processing

Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund.

• Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card or PayPal) within 7–10 business days.

• Shipping Costs: Original shipping costs are non-refundable. The customer is responsible for the cost of return shipping, except in cases of product defects or errors on our part.

3. Exchanges

If you need to exchange an item (e.g., for a different size of the Woolen Nest Sleeping Pad), please return the original item for a refund and place a new order for the desired item. This ensures the fastest processing time.

4. Exceptions and Non-Returnable Items

To uphold our standards of sustainability and product safety, certain items cannot be returned:

• Used Consumables: Due to its nature as a consumable product, TerraPax Wooden Wood cannot be returned once the sealed, compostable packaging has been opened.

• Items Damaged by Misuse: Products showing signs of excessive wear, misuse, or damage not caused by a manufacturing defect.

5. Returns Due to Defects or Our Error

If you receive a defective item (e.g., the StovePax Sol has a manufacturing fault) or if we shipped you the wrong product, please contact us immediately.

• Resolution: We will cover all shipping costs associated with returning the defective or incorrect item and will promptly send you a replacement or issue a full refund.

6. Sustainability Note on Returns

We encourage our customers to review product details carefully before ordering to minimize unnecessary shipping and returns, thereby reducing the environmental impact associated with logistics.

How to Initiate a Return:

To start a return, please visit our online Return Center or contact our Customer Service team at [Insert Contact Email Here] with your order number.

This policy is clear, prioritizes ethical standards, and manages customer expectations regarding consumables like the Wooden Wood.

TerraPax Shipping Policy: Conscious Logistics

We prioritize reliable, low-impact carriers and use 100% recycled or compostable packaging.

1. Order Processing

• Processing Time: 1-2 business days (excluding weekends/holidays).

• Cutoff: Orders placed after 12:00 PM will be processed the next business day.

2. Shipping Options & Delivery (Estimated)

3. Tracking

• You will receive a shipping confirmation email with your tracking number once the order leaves our warehouse.

• Tracking is typically active within 24 hours of dispatch.

4. International Orders & Restrictions

• Customs/Duties: The customer is responsible for all import duties, taxes, and customs fees upon delivery.

• Wooden Wood Restriction: Due to phytosanitary regulations, TerraPax Wooden Wood cannot be shipped internationally. (Domestic shipping only).

5. Damages/Loss

If your order is lost or arrives damaged, please contact Customer Service at refundcontact@paxterra.com within 7 days. We will handle the claim and ensure a prompt replacement or refund.