Returns, Refunds and Exchanges Policy

How To Return An Item
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. You must return the item within 30 days of your purchase.

Use the printed returns form that came with your package.  If you have lost this please email terrapintradinglimited@gmail.com for a copy to be emailed for you to print.

Return Exceptions

Merchandise that has been worn, used, or altered will not be accepted for return or exchange.

Restocking Fee

We do not charge a restocking fee.

Exchanges

we accept exchanges.  Please use the returns slip provided in your packet and fill in as much information as possible to enable a fast turnaround. Naturally we can only exchange where we have the item in stock.

Payment Policy

Accepted Methods of Payment

We accept paypal.  You can use paypal as a guest if you do not have an account to enable payments via all major bank and credit cards.

Shipping Policy

Turnaround

All orders are shipped within 3 Working days.  Our usual non Christmas posting days are Mondays and Thursdays but at Christmas buying period (late October to last posting day) we post daily. Orders received by noon will be posted the same day on a posting day.  We post all UK items by 1st class post and overseas items by Royal Mail International tracked unless the weight of the item is restrictive in which case it will be sent via courier.   This usually only affects bulky items of items weighing more than 2kg when packed.


Carriers

We use the following carriers to deliver our orders:

Royal Mail
Hermes

Order Tracking

If a tracking # is provided by the shipping carrier, we will update your order with the tracking information.

Shipping Rates

The rate charged for the shipping of your order is based on the weight and dimensions of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.

Back Orders 

If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.  We will email you and offer part refund of the out of stock item.

Privacy Policy

This policy covers how we use your personal information. We take your privacy seriously and will take all measures to protect your personal information.

What Information Do We Collect?

We only collect information that we need that is related to your order. This includes your:
Billing Address
Shipping Address
Email Address
Paypal payment information

How Is My Information Used?

Your information is only used to fill your order and provide you with information regarding our products. We do not sell or redistribute your information to 3rd parties.

Security and Storage

Only your order data billing, shipping, and order contents data is stored on our server. This information is encrypted using a Secure Sockets Layer before it is transmitted over a web server. We do not store your Credit Card data.

Cookies and Browser Information 

Cookies are small files that reside on your computer and allow us to recognize you on your next visit or store your shopping cart contents. We use them only to track this information.