Returns & Exchanges
Last updated: 2 August 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 process. Nothing in it limits consumer rights that cannot lawfully be excluded.
Change-of-mind and statutory cancellation rights
Where the law in your country grants a cooling-off or withdrawal right for an online purchase, Terra Decode will honour that right. For eligible purchases by consumers in the United Kingdom, European Union or another jurisdiction with a similar rule, you may generally notify us that you wish to cancel within 14 days after receiving the goods, without giving a reason. Where applicable, you must then return the goods within the following 14 days.
Outside jurisdictions that provide a mandatory change-of-mind right, non-faulty returns are not normally accepted unless Terra Decode agrees in writing.
Exceptions
A statutory or voluntary change-of-mind return may not apply to:
- Goods made to your specifications or clearly personalised;
- Sealed earrings or other goods that are not suitable for return for health or hygiene reasons after the hygiene seal has been broken;
- Gift cards; and
- Goods that have been worn, used, altered, damaged after delivery or handled beyond what is reasonably necessary to inspect them, subject to applicable law.
Being handmade, small-batch or made from real preserved botanicals does not by itself remove a mandatory cancellation right. A standard design prepared after an order is placed is not automatically treated as personalised.
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. Early notice helps us preserve carrier evidence, but it does not remove mandatory rights relating to faulty or misdescribed goods.
After review, the available remedy may include repair, replacement, remake, price reduction or refund, depending on the circumstances and applicable law. Faulty or incorrect goods will be handled without charging the customer return costs where required by law.
How to request a 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. Contacting us first prevents parcels being sent to an unsuitable studio or logistics address. Failure to request authorisation does not remove a mandatory legal right, but it can delay or prevent receipt of the parcel.
For an approved non-faulty return, the customer is responsible for tracked return postage, insurance where appropriate, customs documentation and the risk of loss during return transit, unless applicable law or Terra Decode states otherwise.
Condition of returned goods
Return goods securely packaged and, where possible, with their original packaging. Customers may inspect an eligible item as they reasonably would in a shop. A refund may be reduced to reflect loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning, where permitted by law.
Refunds
Approved refunds are issued to the original payment method. Where a statutory withdrawal right applies, the refund will include the cost of the least expensive standard outbound delivery offered for the order, but not any additional cost for a more expensive delivery option. Original import duties, taxes, brokerage and handling charges paid to third parties are not refundable by Terra Decode unless required by law.
Where applicable law sets a deadline, we will process the refund within that deadline. For UK and EU statutory cancellations, this is generally within 14 days after we receive the returned goods or acceptable evidence that they were sent back, subject to the applicable rules. Banks and payment providers may require additional processing time after Terra Decode submits the refund.
Exchanges and replacements
We do not guarantee direct exchanges because botanical materials are unique and stock is limited. An approved case may be resolved through a replacement or remake, or through a return and a separate new order. An exact botanical match cannot be guaranteed.
Cancellations before dispatch
Contact us immediately to request an order change or cancellation. We cannot guarantee changes after making, personalisation, preparation, packing or dispatch has begun. This does not limit any statutory cancellation right that applies after delivery to eligible goods.
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 and provide remedies required by applicable law.
Contact
Email TerraDecode@Outlook.com with your full name and order number before returning an item.