Return & Exchange Policy

I/ GENERAL POLICY
1.    Dry Produce
Returns or exchanges are accepted within 48 hours (from the time of receipt) in the following cases: 
- The product has quality defects or damage caused by the manufacturer.
- The product shows signs of prior use or is expired at the time of delivery.
Return/Exchange conditions: The product must be in its original, intact packaging.

2.    Fresh Produce
Returns or exchanges are accepted if the product is spoiled internally, as follows:
- Firm fruits: within 48 hours (from the time of receipt)
(e.g. apples, oranges, mandarins, melons, pears, etc.)
- Soft fruits: within 12 hours (from the time of receipt)
(e.g. cherries, grapes, blueberries, kumquats, peaches, nectarines, plums, etc.)
Return/Exchange conditions: The product must be stored at the required temperature as instructed.

3.    Frozen Produce
Returns or exchanges are accepted within 24 hours (from the time of receipt) in the following cases:
- The product has quality defects or damage caused by the manufacturer.
- The product shows signs of prior use or is expired at the time of delivery.
Return/Exchange conditions:
- The packaging remains intact.
- The product is within its expiration date and has been properly stored according to the manufacturer’s guidelines.

II/ PRODUCTS NOT ELIGIBLE FOR RETURN OR EXCHANGE
- Grade B products or promotional/gift items.
- Products that have not been stored in accordance with required conditions.
- Products that have been processed (e.g. pre-cut, frozen, etc.).

III/ RETURN & EXCHANGE CHANNELS
1.    At the store where the product was purchased.
2.    Via Facebook:TERRISA Direct.
3.    Via hotline: 0789 244 361

*Operating hours: 7:30 - 17:30.

IV/ HANDLING PROCEDURE
1.    Customers must provide valid purchase invoices or VAT invoices (if applicable), along with photos or videos of the defective product.

2.    Upon receiving the information, the receiving channel will coordinate with the QC department to assess whether the product qualifies for return or exchange as stated in Section I.

3.    If the product does not qualify, TERRISA will notify the customer accordingly.

4.    If the product qualifies, customers may choose one of the following options:
- Option 1: Product exchange
Exchange for the same product or another product of equivalent value.
Customers keep the defective product and report the exact quantity to be exchanged. TERRISA will deliver the replacement and collect the defective product afterward.
- Option 2: Return and refund
Customers return the product directly to the store.
The actual value of the defective product will be refunded via bank transfer.
Refunds will be processed within 48 working hours (excluding weekends and public holidays; in such cases, processing will resume on the next working day).

Notes: 
- The value of returned or exchanged products is based on the actual weight measured at the store.
- Each product is eligible for one (01) return or exchange only.
- Before receiving the order and making payment, customers are kindly requested to carefully inspect the external condition of the product. If any abnormalities are found, customers have the right to refuse delivery.