Return, Refund & Exchange Policy

At TerraBellaa, we strive to provide you with exquisite, handcrafted fashion and artificial jewellery. Because our items are delicate and intimate fashion accessories, we maintain a strict policy to ensure authenticity, protect against hygiene concerns, and safeguard our brand's integrity.

1. Scope and Eligibility:

• Valid Grounds: Returns, refunds, or exchanges are only accepted if you receive a damaged, defective, or incorrect jewellery piece. We do not accept returns for change of mind or personal style preferences.
• Timeframe: You must initiate a return or exchange request within 3 days of receiving your package.
• Exempted Custom Items: The 3-day return window does not apply to personalized or customized jewellery (e.g., custom name necklaces, bespoke initials), unless they arrive structurally broken or incorrect.
• Third-Party Purchases: This policy applies exclusively to fashion jewellery bought directly on www.terrabellaa.com . If you purchased our jewellery through another marketplace, that specific platform's policies will apply.

2. Mandatory Unpacking Video Requirement:

To protect against transit damage claims and return fraud, all jewellery return, exchange, or missing-item requests require a mandatory, continuous 360-degree unpacking video.

• The video must clearly show the courier parcel opening from scratch, the shipping label, and a close-up of the jewellery piece's condition.
• Missing Jewellery Items: If your parcel arrives empty or is missing a specific piece from a multi-item order, you must contact us at info@terrabellaa.com within 24 hours of delivery, accompanied by the unpacking video.
• Note: Visible signs of package tampering or insufficient video evidence will result in the immediate rejection of your claim.

3. Return & Reverse Pick-Up Process:

• How to Request: You can initiate a return request directly through our website portal or by emailing our support team.
• Courier Pick-Up: Once booked, please remain available and answer calls from our delivery partner. Failed pick-up attempts due to customer unavailability may result in cancellation of the request.
• Unserviceable Pin Codes: In rare cases where reverse pick-up is unavailable for your pin code, you will be required to self-ship the jewellery back to our warehouse via a reliable courier.
• Missing Items Fraud Protection: If you return a multi-item order or an item that included a promotional gift (e.g., free earrings, jewellery pouches), all items must be handed over. TerraBellaa by MANKAA GLOBAL LLP reserves the right to deduct up to the full MRP of any missing promotional items from your final refund.

4. Refunds & Processing Timelines:

• Hygiene & Quality Check: All refunds are processed only after the jewellery arrives back at our warehouse and passes a strict quality check. Items must be unworn, unaltered, with original product tags intact, and in their original protective packaging.
• Refund Timeline: Once inspected and approved, a refund will automatically be credited to your original payment method within 10 business days.
• Escalations: If your refund has been officially approved and more than 7 business days have passed without a credit appearing in your account, please contact us at info@terrabellaa.com.
• Non-Refundable Costs: Any shipping fees paid during the initial order placement are strictly non-refundable. The customer is responsible for reverse shipping fees.

5. Replacements & Product Exchanges:

• Policy Alignment: Jewellery replacements and style exchanges follow the exact same guidelines, timeframes, and video validation requirements as standard returns.
• Shipping Charges: Customers must bear the logistical shipping costs for both the returned jewellery piece and the newly exchanged piece.
• Final Authority: TerraBellaa by MANKAA GLOBAL LLP reserves the absolute right to make the final decision on all jewellery claims based on warehouse inspection findings and video evidence.