Política de reembolso

At Teraglide, every product is made with care and designed for real use. Please read this policy before placing your order — especially the sections on made-to-order products and deposits, which cover most of what we sell.

Questions at any point? Email info@teraglide.com — a real person answers.

Start here: most of our products are made to order

Teraglide platforms are built for a specific vehicle, layout and set of options. We don't hold them in stock — your platform is cut, assembled and finished after you order it.

That shapes everything below:

Made-to-order products can't be returned simply because you changed your mind.
If you reserved with a deposit, you have clear cancellation stages — see Deposits and Reserved Orders next.
Accessories, mattresses and other stocked items follow the standard 14-day return rules further down.

Please check your vehicle model, measurements, configuration and product options carefully before ordering. If you're unsure, email us first — we'd much rather answer a question than process a cancellation.

Deposits and Reserved Orders

You can reserve a build slot by paying a deposit of 15% of your order total at checkout, using the code RESERVE15. The deposit is part of the purchase price, not an extra fee — reserving never costs more than paying in full.

The deposit secures your place in the production queue, the delivery date you selected, and the price you saw when you ordered.

Cancelling a reserved order — three stages:

Within 6 days of paying the deposit: full refund, no questions asked.
After 6 days, before your platform is ready to ship: your deposit is refunded minus a 5% fee (5% of the order total), covering materials and workshop time already committed.
Once your platform is ready to ship: the order is non-refundable — it has been built to your car and your specification and cannot be resold.

Example: on a NZ$1,890 order the deposit is NZ$283.50. Cancel in the first 6 days and all NZ$283.50 is returned. Cancel later, before it's ready to ship, and the 5% fee is NZ$94.50 — NZ$189.00 comes back to you.

Paying the balance. We email an invoice for the remaining balance when your platform is ready to ship — usually 8–14 days before your delivery date. Once paid, we dispatch it to arrive on your chosen date. This invoice is also the point at which the order becomes non-refundable, so it is your final opportunity to cancel.

Changing your delivery date. You get one free date change, up to 14 days before your scheduled delivery. Email us and we'll move it to the next suitable date.

If we cancel. If we can't fulfil your order for any reason at our end — a fitment problem we discover, a supply issue, anything else — you receive a full refund at any stage, and the 5% fee does not apply.

These stages replace the general made-to-order cancellation rules set out below for any order reserved with a deposit.

Returns

We accept returns within 14 days of delivery for eligible products. Made-to-order platforms are not eligible for change-of-mind returns — see the sections above and below.

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

Unused and in the same condition that you received it.
In its original packaging.
Complete with all parts, accessories, straps, hardware and instructions.
Approved by Teraglide before being sent back.

To start a return, email info@teraglide.com with your order number and the reason for return. Please don't send anything back before contacting us — unapproved returns may not be accepted.

Return Shipping

For change-of-mind returns, the customer is responsible for return shipping costs.

Original shipping costs, customs duties, taxes, import fees, payment fees and any extra delivery services are not refundable unless required by applicable law.

We recommend a tracked shipping service. Teraglide is not responsible for returned items lost or damaged in transit.

Non-Returnable Items

The following are not eligible for change-of-mind returns or refunds:

Custom-made products.
Personalised or modified products.
Sale, clearance or final sale items. (Orders where a deposit code such as RESERVE15 was used are not treated as discounted items for this purpose — the code only splits the payment.)
Used or installed products.
Products damaged by misuse, incorrect installation, modification or improper storage.
Mattresses or soft goods that have been opened, used or removed from sealed packaging, where applicable.

This does not affect your rights if the product is faulty, damaged or not as described under applicable consumer law.

Custom-Made and Made-to-Order Products

Many Teraglide products are custom-built or made to order for a specific vehicle, layout or customer requirement. Because they are made specifically for you, they cannot be returned or refunded for change of mind, wrong selection, vehicle change, or because you no longer need the product.

If we ask you to confirm measurements, photos or design details, production may only begin after your confirmation. Once confirmed and production has started, the order cannot be cancelled or refunded unless required by applicable law.

Reserved orders are the exception. Where you reserved your build with a deposit, the three stages in Deposits and Reserved Orders above apply instead of this section.

Design, Fitment and Measurement Fees

If your order includes a design, fitment, custom measurement, scanning or planning fee, that fee is non-refundable once the design or fitment work has started.

It covers the time spent reviewing your vehicle, preparing the design, checking fitment, planning the layout or adjusting the product for your setup.

If the product itself is later cancelled, returned or changed, the design, fitment or measurement fee may still be retained by Teraglide.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders for standard, non-custom products may be cancelled before they are packed or shipped.

Custom-made, made-to-order and personalised products cannot be cancelled once design, material preparation, cutting, production or assembly has started. This does not apply to orders reserved with a deposit — those follow the stages in Deposits and Reserved Orders above.

Damaged or Incorrect Items

Please inspect your order when it arrives. If your item arrives damaged, defective or incorrect, contact info@teraglide.com within 48 hours of delivery.

Please include:

Your order number.
Clear photos of the damaged or incorrect item.
Clear photos of the packaging and shipping label.
A short description of the issue.

We'll review it and tell you the next step. Depending on the situation we may repair the issue, send a replacement part, replace the product, or offer another suitable solution.

Refunds

Once we receive and inspect a returned item, we'll let you know whether the refund is approved. Approved refunds go back to the original payment method — please allow time for your bank or payment provider to process it.

We may reduce a refund if the item is returned used, damaged, incomplete, dirty, modified or not in its original packaging.

Restocking Fee

For eligible returns, a restocking fee may apply. It covers inspection, handling, repacking and administration. The amount depends on the condition of the returned product and is confirmed before the return is finalised.

For cancellations of orders reserved with a deposit, the fee is fixed at 5% of the order total, as set out in Deposits and Reserved Orders above.

Exchanges

We don't offer automatic exchanges. If you ordered the wrong product or configuration, email info@teraglide.com and we'll check whether a return, adjustment or replacement part is possible.

For custom-made or made-to-order products, exchanges may not be possible unless the product is faulty or we made an error.

Warranty

Teraglide products are covered by a one-year warranty against manufacturing defects from the date of delivery. If a manufacturing defect is confirmed within the first year, we replace the affected part free of charge, including shipping and taxes.

5-Year Parts Support

After the first year we continue to support your product with free replacement parts for manufacturing-related issues, for up to 5 years from the date of delivery. During this period the replacement part is free and the customer covers shipping.

This support applies to replacement parts only. It does not include full product replacement, labour, installation, customs duties, taxes, import fees or other related costs.

What the Warranty Covers

Manufacturing defects that affect normal product function.
Defective parts caused by a manufacturing issue.
Replacement parts during the first year, shipped at no cost to the customer.
Free replacement parts for manufacturing-related issues after the first year and up to 5 years from delivery, with the customer covering shipping.

What the Warranty Does Not Cover

Normal wear and tear from regular use.
Cosmetic marks, scratches, dents, stains or small visual changes that don't affect function.
Damage caused by misuse, incorrect setup or installation, or failure to follow instructions.
Damage caused by overloading beyond the product's intended use.
Damage caused by accidents, drops, impacts, spills, moisture or improper storage.
Damage caused by modifications, alterations or unauthorised repairs.
Damage caused by use outside normal car-camping use.
Damage that happens during customer-arranged return shipping.
Incidental, indirect or consequential damages.

How to Make a Warranty Claim

Email info@teraglide.com with:

Your order number.
A short description of the issue.
Clear photos or video showing the problem.
Photos of the full product setup, if relevant.

We may ask for additional photos, measurements or details so we can identify the correct replacement part.

EU Customers

If you are located in the European Union, you may have a 14-day right of withdrawal for eligible products. This right may not apply to custom-made, personalised, made-to-order or modified products made to your specifications.

For eligible EU returns we refund the product price and standard outbound delivery cost where required by applicable law. The customer is responsible for return shipping unless the product is defective, damaged or incorrect. Extra delivery services, customs duties, taxes, import fees and other third-party charges may not be refundable.

New Zealand and Australian Customers

Nothing in this policy limits any rights you may have under applicable New Zealand or Australian consumer law. If a product has a major fault, is not as described, or does not meet applicable consumer guarantees, we will provide a remedy as required by law. This applies regardless of the deposit stages set out above.

Contact

Teraglide
Email: info@teraglide.com
Website: https://teraglide.com

Last updated: July 2026.