Because our cannabis-derived terpenes are concentrated aromatic ingredients intended for commercial formulation, this policy explains when returns, replacements, and refunds are available. We stand behind the quality and consistency of every batch, and we want you to confirm fit before you commit a production run.
1. Sample First
We strongly encourage every buyer to request samples and evaluate a profile in their own formulation before placing a bulk order. Sampling on your own bench is the best way to confirm aroma, clarity, and performance, and it avoids most return situations entirely.
2. Opened or Used Product
Due to the nature, concentration, and integrity requirements of terpene ingredients, opened, used, or partially used product cannot be returned or refunded. Once a vial or container's tamper seal is broken, we cannot verify the product's condition or resell it, so these sales are final except where required by law.
3. Damaged or Defective on Arrival
If your order arrives broken, leaking, or otherwise defective, we will make it right with a replacement or refund. To start a claim:
- Photograph the damaged vials and packaging immediately.
- Contact us within 48 hours of delivery at sales@terplandia.com with your order number and photos.
- We will arrange a replacement or refund for the affected items once the claim is confirmed.
4. Incorrect or Missing Items
If you received the wrong product or an item is missing from your order, contact sales@terplandia.com within 48 hours of delivery and we will promptly correct the error at no cost to you.
5. Order Changes & Cancellations
Need to change or cancel an order? Contact us as soon as possible. We can typically modify or cancel an order before it has shipped. Once an order has shipped, it is subject to the return terms above.
6. How Refunds Are Issued
Approved refunds are issued to the original payment method. Please allow up to 5-10 business days after approval for the credit to appear, depending on your bank or card issuer. Original shipping charges are non-refundable except where an order was damaged, defective, or incorrect due to our error.
7. Non-Returnable Items
- Opened, used, or partially used terpenes.
- Custom or made-to-order profiles produced specifically for your order.
- Samples and clearance items, unless damaged or defective on arrival.
8. Lost or Stolen Packages
Refunds and replacements for packages a carrier marks "Delivered" but that are later reported lost or stolen are handled under our Shipping Policy. Please ensure your shipping address is secure.
9. Contact Us
To start a return, replacement, or refund, call, text, or email:
Phone/Text: (858) 251-9766
Email: sales@terplandia.com
Web: terplandia.com