Return & Warranty

Returns, Cancellations & Warranty

This policy explains how Tserra handles returns, cancellations, refunds, delivery problems, quality issues, and repairs. To contact us, email service@thetserra.com or use our Contact Us page.

7-Day Returns

Tserra offers a 7-day change-of-mind return policy for non-personalized items. Contact us within 7 calendar days after delivery to request a return. Under this voluntary policy, the item must be unused, in the condition received, and complete with its original packaging and accessories.

Contact us before sending your return so we can provide the correct return address and instructions. Do not use the address on the original parcel unless we confirm it. These voluntary return conditions do not restrict any mandatory consumer rights described below.

Mandatory Consumer Rights

Where EU, UK, or Norwegian statutory withdrawal rights apply, eligible non-personalized goods have a 14-calendar-day withdrawal period after delivery. For one order delivered in separate parts, the period starts when the last item is received. Notify us within that period, then send the goods back within 14 calendar days of your notice. Any longer mandatory period or legally required extension takes priority over our 7-day voluntary policy.

A clear withdrawal notice sent within the applicable deadline is effective without waiting for our approval, and no reason is required. Under these statutory rights, you may examine an item as you would in a shop; opening its packaging alone does not remove your right to withdraw. Handling beyond necessary examination may result in a deduction for the resulting loss in value, where the law permits. Please return all accessories and use secure packaging.

Return Shipping and Charges

For a change-of-mind return, you pay the direct cost of return shipping. We do not charge a restocking fee. We refund the price paid for eligible returned items. Original delivery charges are normally non-refundable, except where applicable law requires their reimbursement.

Where a statutory withdrawal requires reimbursement of the original standard delivery charge, we refund that charge. For example, an eligible full-order withdrawal under EU or UK rules includes the cost of our least expensive standard delivery option, but not an extra amount paid for an upgraded service. We cover the necessary shipping costs for verified defects, transit damage, incorrect items, or other cases where the law requires us to do so.

Cancelling an Order Before Shipment

To request cancellation before shipment, contact us as soon as possible with your order number. We will confirm the order's dispatch status and the next steps. A successfully cancelled order is refunded to its original payment method. Our specific commitment for custom orders is set out below. Applicable statutory withdrawal rights are not restricted by dispatch.

Personalized and Custom-Made Items

Items made to your individual specifications or clearly personalized for you are excluded from change-of-mind returns after carrier handover, to the extent permitted by law. An item is not treated as personalized merely because it is handmade or produced after ordering in a standard design.

You may cancel or modify a custom order at no extra charge until we hand the parcel to the carrier. For custom-made items, we send photos and videos of the finished piece for your review and dispatch it after your confirmation. The change-of-mind exception does not remove your rights if an item is faulty, damaged, incorrect, or otherwise fails to meet the contract.

Delivery Damage, Incorrect Items, or Missing Items

Please report a delivery problem as soon as possible, ideally within 7 days of delivery. Include your order number and, where available, photos or videos of the item, packaging, and shipping label. Keep these while we investigate. Reporting later than 7 days does not remove rights provided by applicable law.

After verifying the problem, we will arrange the appropriate repair, replacement, reshipment, or refund, taking account of your applicable legal rights. Tserra covers the necessary shipping costs for a verified claim.

30-Day Quality Support

If a quality problem appears within 30 days of delivery, contact us with your order number and any available photos or videos. For a verified quality issue, our additional 30-day service includes a free repair or replacement and the necessary related shipping costs.

This additional service does not shorten any statutory guarantee or limit a refund or other remedy available by law. Wear, accidental damage, improper care, or alteration may fall outside our additional service; the cause of the problem and your legal rights will determine the appropriate response.

Repair Support After 30 Days

You can still contact us after 30 days. Problems covered by mandatory consumer protections are handled under those protections. For wear, accidental damage, or other issues outside applicable free remedies, we can assess whether a paid repair is possible. We will explain any repair charge and return shipping costs before proceeding, and work starts only after you accept the quote.

Requesting Support

Email service@thetserra.com or use our Contact Us page. Include your name and order number so we can identify the order. For a withdrawal, a simple statement that you wish to cancel or return the purchase is sufficient. For a defect or delivery issue, describe the problem and provide supporting photos if available.

Refund Timing

Approved refunds are sent to the original payment method. Our usual processing time is 5–10 business days after receiving and checking a return, subject to any earlier legal deadline.

For an applicable EU statutory withdrawal, reimbursement is due within 14 calendar days of your notice, although we may withhold it until we receive the goods or evidence of return, whichever occurs first, unless we offered to collect them. For an applicable UK statutory withdrawal, we refund within 14 calendar days of receiving the goods back, or earlier when required by law. Other mandatory deadlines also take priority. We do not extend a legal deadline to complete an internal inspection. Your payment provider may take additional time to display the credit.

Mandatory consumer rights take priority wherever they provide greater protection than this policy.