Returns & Exchanges

Last updated: 30 September 2026

Terra Decode pieces are handmade in small batches using real preserved flowers, plants, resin and other natural materials. This policy explains our standard return and cancellation process.

Returns

All Terra Decode sales are final and non-refundable for change of mind. Each piece is handmade in small batches using real botanical materials and requires significant material preparation, labour and production time. We do not accept voluntary returns or refunds for non-faulty items.

Handmade and natural variation

No two flowers, petals or finished pieces are identical. Reasonable differences in colour, shape, size, translucency, botanical placement, surface texture, small bubbles, resin finish, asymmetry and metalwork are normal characteristics of natural materials and handmade production and are not defects, provided the item remains materially consistent with its description.

Faulty, damaged or incorrect items

If an item arrives damaged, defective, materially different from its description or incorrect, contact TerraDecode@Outlook.com as soon as possible. Where possible, notify us within 48 hours of delivery and include your full name, order number, a description of the issue and clear photographs or video of the item, outer parcel, internal packaging and shipping label.

After review, the available remedy may include repair, replacement, remake, price reduction or refund, depending on the circumstances. Faulty or incorrect goods will be handled without charging the customer return costs.

How to request an approved return

Email TerraDecode@Outlook.com before sending an item and include the order number and reason for the request. We will provide the correct return address and instructions. Parcels sent without contacting us first may be delayed or sent to an unsuitable studio or logistics address.

For a return approved by Terra Decode, the customer is responsible for tracked return postage, insurance where appropriate, customs documentation and the risk of loss during return transit unless Terra Decode confirms otherwise.

Condition of returned goods

Return goods securely packaged and, where possible, with their original packaging. If a return is accepted, excessive handling, wear, alteration or damage may affect the refund amount.

Refunds

Approved refunds are issued to the original payment method. Original import duties, taxes, brokerage and handling charges paid to third parties are not refundable by Terra Decode.

Banks and payment providers may require additional processing time after Terra Decode submits a refund.

Cancellations before dispatch

Cancellation requests must be made within 24 hours of order placement and before the order has been fulfilled or dispatched. Please contact us as soon as possible within this period.

Cancellation fee: Terra Decode currently processes online payments through PayPal, including payments shown as PayPal and Credit/Debit Card by PayPal. When an order is cancelled, the original PayPal transaction-processing fee will be deducted from the refund and borne by the buyer. PayPal's current Mainland China international commercial transaction rate is 4.40% + US$0.30 per transaction (PayPal official rate, verified 30 September 2026). PayPal retains the original transaction-processing fee when a commercial payment is refunded.

Shipping delays and delivery disputes

Carrier or customs delays are handled under our Shipping & Delivery policy. A parcel remaining in transit does not automatically qualify as lost, but Terra Decode will investigate delivery issues and provide the appropriate remedy after review.

Destination-specific rights: Some destinations provide additional statutory cancellation or withdrawal rights for eligible online purchases. Eligible UK and EU consumers may generally have a 14-day withdrawal period after receiving goods, followed by a further return period. These destination-specific rights operate separately from Terra Decode's voluntary return and cancellation policy.

Contact

Email TerraDecode@Outlook.com with your full name and order number.