Política de reembolso

# Refund & Return Policy

Last updated: [07/14/2026]

We want you to be happy with your purchase. Please read below for details on returns, exchanges, and refunds.

## Right of Withdrawal (14-Day Cooling-Off Period)

You have the right to cancel your order and request a refund within **14 calendar days** of receiving your item, without needing to give a reason. This period applies regardless of your country of residence.

To exercise this right, contact us at **suportehope.gbs@gmail.com** within 14 days of delivery, including your order number.

## Return Conditions

To be eligible for a return, your item must be:

- Unused and in the same condition you received it
- In its original packaging
- Requested within 14 days of delivery

Some items cannot be returned, including:

- Items marked as final sale
- Personal care or hygiene items that have been opened or used
- Items damaged due to customer misuse

## How to Request a Return

1. Email **suportehope.gbs@gmail.com** with your order number, the item(s) you want to return, and the reason.
2. We will respond within 2 business days with return instructions, or, when applicable, confirm that a return shipment is not required.
3. Because Terz ships internationally through fulfillment partners, in some cases we may resolve your request with a replacement or partial/full refund without requiring you to ship the item back — this will be confirmed by our support team.

## Return Shipping Costs

If a return shipment is required, the customer is responsible for return shipping costs, unless the item arrived damaged, defective, or incorrect — in which case Terz covers the cost.

## Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, contact us within 7 days of delivery at **suportehope.gbs@gmail.com** with photos of the item and packaging. We will offer a free replacement or a full refund, and you will not be charged for return shipping.

## Refunds

Once your return is received and inspected (or once your claim is approved for cases that do not require a return shipment), we will notify you of the approval status. Approved refunds are processed to your original payment method within **5–10 business days**. Please note your bank or card provider may take additional time to reflect the refund.

## Order Cancellations

If you need to cancel an order, contact us as soon as possible at **suportehope.gbs@gmail.com**. We can only cancel orders that have not yet been processed for shipment. Once an order has shipped, it must follow the return process above.

## Questions

If you have any questions about this Refund & Return Policy, contact us at **suportehope.gbs@gmail.com**.