Changed your mind? Most unused items purchased directly from Terrawagen can be returned within 30 days after delivery. Start by contacting us before sending anything back so we can confirm eligibility and give you the correct return instructions.
What can be returned
To qualify for a standard return:
- request the return within 30 days after the item is delivered;
- provide your Terrawagen order or invoice number; and
- return the item unused, uninstalled, complete with all parts and hardware, in its original packaging, and in resellable condition.
Only products purchased directly from Terrawagen are covered by this policy. If you purchased from a dealer, installer, or other retailer, please contact that seller about its return process.
What cannot be returned
The following are not eligible for a change-of-mind return, except where applicable law requires otherwise:
- goods made to your specifications or clearly personalized after work has started;
- items clearly marked Final Sale before purchase, including Scratch & Dent items and any clearance or discontinued item that was specifically marked Final Sale; and
- items that have been installed, used, cut, drilled, painted, otherwise altered, damaged after delivery, or returned with missing parts or packaging.
“Final Sale” applies to an ordinary change-of-mind return. It does not remove rights that apply when an item arrives damaged, is the wrong item, has an undisclosed defect, or differs materially from its description. A condition clearly disclosed for a Scratch & Dent item before purchase is not, by itself, a defect.
If something is wrong with your order
If an item arrives damaged, is incorrect, appears defective, or differs materially from what you ordered, stop installation and contact us as soon as possible—preferably within 7 days after delivery. Include your order number, a short description, and clear photos of the item and packaging when helpful. Please keep the packaging until we tell you whether it is needed.
We will review the issue and provide the appropriate next step, which may be replacement, repair, return, or refund. When the return is due to our error or a qualifying product problem, we will cover authorized return shipping and will not deduct the 15% restocking fee or the original shipping charge. This 7-day request helps us pursue a carrier claim; it does not shorten any nonwaivable warranty or consumer right.
How to start a return
Email info@terrawagen.com with:
- your order or invoice number;
- the item you want to return; and
- the reason for the return.
Wait for our confirmation before shipping the item. We will send the correct return address and packing instructions. Unless we tell you otherwise, approved returns are sent to Terrawagen LLC, 4865 North Lagoon Avenue, Portland, OR 97217, United States. Once approved, your order or invoice number serves as the return authorization number; include it with the return and write it clearly on the outside of the package.
For an ordinary change-of-mind return, you are responsible for return shipping. We recommend a trackable service and secure packaging. Shipping a package without approval or to the wrong address may delay or prevent processing.
Refund amount
For an approved change-of-mind return, we refund the item price, less:
- the original shipping charge;
- a 15% restocking fee; and
- the cost of any return label that we provide at your request.
If a returned item does not meet the condition requirements, we may decline the return or, where permitted, offer a reduced refund that reflects the item's actual loss in value. We will explain any proposed deduction rather than applying an unspecified additional fee.
Different rules apply when a return is caused by our error, a qualifying product problem, or a mandatory cancellation or withdrawal right. In those cases, we will provide the refund, shipping treatment, and other remedy required by applicable law.
Refund timing
We will inspect the return and email you with the outcome. Approved refunds are issued to the original payment method. After we confirm that a refund has been issued, your bank or payment provider may take up to 10 business days to post it.
If 10 business days have passed since our refund confirmation, check with your bank or payment provider first, then contact us at info@terrawagen.com if you still need help.
Exchanges
We can consider exchanges between versions of a similar item—for example, the Sprinter and Transit versions of the same product—when the requested item is available. The original item must meet the same return requirements above.
Contact us with your order or invoice number and the item you need. We will explain any price, shipping, duty, or tax difference and whether the exchange must be processed as a return followed by a new order. Some international exchanges may not be available. If the exchange is needed because of our error or a qualifying product problem, we will not charge you for the related return or replacement shipping.
Wholesale purchases and mandatory rights
Approved wholesale or dealer purchases are governed by the applicable wholesale agreement rather than this retail policy.
This policy does not limit any warranty, cancellation, withdrawal, refund, or other consumer right that cannot lawfully be waived. If the law where you live gives you additional or more favorable rights, those rights apply.
Contact us
Questions about a return or refund?
Terrawagen LLC
info@terrawagen.com
4865 North Lagoon Avenue
Portland, OR 97217
United States
