Refund Policy

At Teraglide, every product is made with care and designed for real use. Please read this policy before placing your order.

If you have any questions, contact us at info@teraglide.com.

Returns

We accept returns within 14 days of delivery for eligible products.

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, please email us at info@teraglide.com with your order number and reason for return.

Please do not send any item back without contacting us first. Returns sent without approval 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 using a tracked shipping service. Teraglide is not responsible for returned items that are lost or damaged in transit.

Non-Returnable Items

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

• Custom-made products.
• Personalised or modified products.
• Sale, discounted, clearance, or final sale items.
• 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 these products are made specifically for you, they cannot be returned or refunded for change of mind, wrong selection, vehicle change, or if you decide you no longer need the product.

Please check your vehicle model, measurements, configuration, and product options carefully before placing an order.

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.

Design, Fitment and Measurement Fees

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

This 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 custom 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.

Damaged or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at info@teraglide.com.

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 will review the issue and let you know 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 your returned item, we will let you know whether the refund has been approved.

If approved, the refund will be processed to your original payment method.

Please allow time for your bank, card provider, or payment provider to process the refund.

We may reduce the 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.

This helps cover inspection, handling, repacking, and administration costs.

The restocking fee will depend on the condition of the returned product and will be confirmed before the return is finalised.

Exchanges

We do not offer automatic exchanges.

If you ordered the wrong product or configuration, contact us at info@teraglide.com. We will 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 will replace the affected part free of charge, including shipping and taxes.

5-Year Parts Support

After the first year, we continue to support your Teraglide product with free replacement parts for manufacturing-related issues for up to 5 years from the date of delivery.

During this 5-year parts support period, the replacement part is free. The customer is responsible for shipping costs.

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 do not affect product function.
• Damage caused by misuse, incorrect setup, incorrect installation, or failure to follow instructions.
• Damage caused by overloading beyond the product’s intended use.
• Damage caused by accidents, drops, impacts, spills, moisture damage, 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

To make a warranty claim, please contact us at info@teraglide.com.

Please include:

• 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 will refund the product price and standard outbound delivery cost where required by applicable law.

The customer is responsible for return shipping costs 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.

Contact

For returns, warranty claims, or order questions, contact us at:

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