01 Returns at a Glance
Eligible standard returns must be requested within 14 calendar days after receipt. We charge no restocking fee.
For faster return assistance, please reach out to us within 48 hours after deciding to return an item or noticing a return-related issue where possible. This 48-hour support guideline does not shorten the 14-day return request period or any mandatory statutory consumer rights.
Before returning anything, contact support@tervlina.com for return instructions.
02 How to Start a Return
1. Contact our support team: email support@tervlina.com to register the return.
2. Receive instructions: customer support will provide the applicable return address and steps.
3. Send the item: follow the instructions and retain reasonable proof of shipment where appropriate.
4. Review and resolution: once received, the return is reviewed and the appropriate refund or exchange process is completed.
Important: 2524 N Broadway, Ste 325, Edmond, OK 73034, US is the registered business address and is not automatically the return address.
03 A. Standard / Change-of-Mind Returns
Eligible non-defective returns may include change of mind, no longer wanted, size preference or personal preference.
Items may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable. These conditions do not remove mandatory rights, including reasonable inspection rights under applicable EU withdrawal law.
For a standard change-of-mind return, the customer is responsible for the return shipping cost.
04 B. Damaged, Defective, Incorrect or Incomplete Goods
If goods are damaged, defective, incorrect or incomplete, contact customer support promptly with reasonable order information.
For merchant-responsibility issues, the merchant pays the applicable return shipping cost.
Mandatory statutory rights for non-conforming goods remain fully available.
05 C. EU Statutory Withdrawal — 14 Days
Where EU distance-selling rules apply, consumers generally have a 14-day statutory right of withdrawal from receipt without giving a reason.
For a normal statutory withdrawal, the customer may bear return shipping costs if that responsibility was clearly disclosed before purchase.
Where required by law, the standard original delivery cost must be refunded. Any supplementary cost caused by choosing a more expensive delivery option than the least expensive standard method may be non-refundable to the extent permitted by law.
06 Exchange Requests
Direct exchanges are available. For non-defective exchanges, the customer is responsible for both the return shipping cost and the replacement-item shipping cost.
For exchanges caused by damaged, defective, incorrect or incomplete goods, the merchant covers the applicable return and replacement shipping costs.
07 Refund Timing and Method
Our internal target is to process approved refunds within 7 business days after the return has been received and reviewed.
This is a merchant processing target only and does not extend, reduce or replace any mandatory statutory refund deadline. For applicable EU withdrawals, we may withhold reimbursement only as permitted by law until the goods are received or evidence of return is provided.
Approved refunds are normally returned to the original payment method. Your bank, card issuer or payment provider may take additional time to show the funds in your account.
08 Sending Goods Back After EU Withdrawal
EU statutory withdrawal is distinct from the store’s ordinary commercial return policy.
After giving withdrawal notice, return the goods in accordance with applicable law and the return instructions supplied by customer support.
Nothing in this policy imposes a shorter statutory period or procedure that would remove a mandatory withdrawal right.
09 Return Exceptions — Where Applicable
If clearly personalised, custom-made or made-to-order goods are offered in the future, they may be excluded from ordinary change-of-mind or statutory withdrawal rights where applicable law permits.
This does not exclude rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.
10 Mandatory Consumer Rights
Nothing in this policy restricts mandatory statutory consumer rights.