Refund policy

Effective Date: 2025-10-29

1. Overview

This Return and Refund Policy (the “Policy”) applies to purchases made through terracevibe.com (the “Site”). Terrrace Vibe (“Terrrace Vibe,” “we,” “us,” or “our”) is operated by DKB LIVING GROUP LLC.

Summary

  • Region: United States
  • Return window: 30 days from delivery (damage/defect/incorrect item must be reported within 48 hours of delivery)
  • Return eligibility: Returns may be accepted for defective/damaged/incorrect items and, if approved, for non-defective items that meet the conditions below
  • Return shipping: Customer is responsible for return shipping for non-defective returns; Terrrace Vibe covers return shipping for approved defective/damaged/incorrect items
  • Restocking fee: 25% of the product price for approved non-defective returns

2. Contact Information

To request a return authorization (“RMA”) or report damage, contact our customer service team:

Hours: Monday to Friday, 9 AM to 5 PM CST

3. Return Eligibility and Conditions

To be eligible for a return, all of the following must apply:

  • You have obtained an RMA from our support team prior to sending any item back
  • The item is returned within 30 days of delivery (as confirmed by carrier tracking)
  • The item is unused, uninstalled, and in new condition, with all original packaging, parts, manuals, and accessories
  • The return is shipped back within the timeline provided in the RMA instructions

Important: Items that have been used, assembled, installed, modified, or are missing original packaging/parts may be ineligible or subject to additional deductions. Used or installed products are not returnable unless confirmed defective upon arrival and reported within 48 hours.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery. Your message should include:

  • Order number
  • Clear photos showing the damage/issue (including packaging and label when possible)
  • A brief description of the issue

Upon review and approval, we will provide return and/or replacement instructions. Where applicable, we may provide a prepaid return label or arrange carrier pickup for the approved claim.

Inspection upon delivery: Please inspect all items immediately upon receipt. Failure to report issues within 48 hours may result in denial of a damage/defect claim.

5. Return Shipping, Fees, and Labels

Non-defective returns (buyer’s remorse / change of mind): If a non-defective return is approved, you are responsible for return shipping costs. We may, at our discretion, provide a return label and deduct the actual shipping cost from your refund.

Defective/damaged/incorrect items: For approved claims that are defective, damaged on arrival, or incorrect, Terrrace Vibe will cover return shipping and/or arrange replacement shipping as applicable.

Restocking Fee: Approved non-defective returns are subject to a 25% restocking fee based on the product price. This fee will be deducted from the refund. Exchanges for the same item may not incur a restocking fee where permitted and approved.

Unauthorized returns: Returns sent without an RMA, to the wrong address, or outside the stated timelines may be refused or returned to sender at the customer’s expense.

6. Refunds, Replacements, and Processing Times

  • Once your return is received, we will inspect it and notify you of approval or denial
  • If approved, refunds are issued to the original payment method within 7 business days after approval
  • Refunds may be reduced for restocking fees, missing parts/packaging, or damage not due to shipping/defect
  • If you prefer (or if the situation requires), we may offer a replacement instead of a refund

Original shipping charges: Any original shipping charges paid at checkout are generally non-refundable unless the return is due to our error (e.g., incorrect item) or an approved damage/defect claim.

Shipping pricing notice: Orders $100+ ship free. Orders under $100 incur a $60 shipping charge. If a non-defective return is approved, the original shipping charge (including the $60 shipping fee, if applicable) is not refunded.

7. Exchanges

We may accept exchanges for eligible items if requested within the return window and approved via RMA. Replacement items are shipped after the returned item is received and approved, unless otherwise agreed in writing.

8. Non-Returnable Items

We do not accept returns for:

  • Claims reported after 48 hours of delivery for damage/defect/incorrect items
  • Items damaged due to misuse, neglect, improper installation, or normal wear and tear
  • Personalized, custom-made, or made-to-order items (unless defective or damaged on arrival)
  • Perishable goods
  • Gift cards and downloadable digital items
  • Intimate or sanitary products (e.g., underwear, swimwear, personal care items) unless sealed and unused where permitted by law

9. Cancellations

  • Orders may be canceled prior to shipment for a full refund
  • Once an order has shipped, it cannot be canceled and must follow the return process outlined in this Policy

10. Legal Rights

This Policy does not limit any rights you may have under applicable U.S. consumer protection laws. Where state law provides additional rights, those rights remain unaffected.

11. Changes to This Policy

We may update this Policy from time to time. Any changes will be posted on this page and will take effect upon posting, unless otherwise stated.

By purchasing from Terrrace Vibe (operated by DKB LIVING GROUP LLC), you agree to this Return and Refund Policy.

DKB LIVING GROUP LLC
support@terracevibe.com
1-262-228-9949
2800 E Enterprise Ave, Ste 333, Appleton, WI 54913, United States