Return and Refund Policy
Last updated: November 19, 2025
Return and Refund Policy
This Return and Refund Policy applies to all purchases made on Terraliving, operated by Hanyu Tech & Media Limited. We aim to provide transparent, fair, and easy-to-understand rules for returns, refunds, and replacements. All terms below are calculated according to Sydney, Australia local time unless otherwise stated.
Return Eligibility and Time Limit
We accept returns within 45 days from the date the order is delivered. Returned items must be unused, in original condition, and include all original packaging and accessories. Certain items that are damaged due to misuse, improper assembly, or non-manufacturing causes may not be eligible for return.
Return Address
All returns must be sent to our Australian warehouse. Unauthorized returns sent elsewhere may be rejected or delayed.
Return address: 13 Emporium Ave Kemps Creek NSW 2178 Australia
Return Authorisation Requirement
You must obtain return authorisation before sending back any item. Email support@terraliving.au with your order number, reason for return, and photos of the item’s condition. We will respond within 2 business days with return approval and instructions(Including the return steps and mail steps) .
Parcels returned without prior authorisation may be refused or held until verification is completed.
Return Shipping Costs and Responsibility
If the return is due to customer reasons, including change of mind, unwanted items, incorrect purchase, or non-defective issues, the customer is responsible for the cost of return shipping to the Australian warehouse, as well as any associated international freight charges or customs fees if applicable.
If the return is due to a confirmed manufacturing defect or product quality issue, we will cover all associated return costs. The customer will still need to print the shipping label themselves if a label is provided digitally.
In cases where the customer chooses to use their own courier, shipping risks and costs are borne by the customer.
Restocking Fee
A restocking fee of 5 percent (5% )of the product price applies to customer-reason returns. This fee does not apply to returns caused by product quality issues.
Refund Method and Processing Time
Refunds are issued to the original payment method. Any currency conversion fees or bank or payment-provider charges are the customer’s responsibility.
Once the returned item is received and inspected, refunds are processed within 10 calendar days .
Refund times may vary depending on the issuing bank or payment provider.
If an item returned arrives used, damaged, or missing parts not caused by us, we may deduct additional charges or decline the refund.
Exchange Policy
For orders placed within 6 hours from successful payment, we offer exchange support if you wish to switch to another variant or a product of equal or higher value. Price differences will be charged or refunded accordingly. Exchanges are subject to stock availability.
For orders older than 6 hours, direct exchange is not supported and you must complete a return and place a new order.
Replacement for defective or damaged products follows the same rules as our quality-issue process described below.
Quality Issues, Defective Items, and Damage on Arrival
If your item arrives damaged, defective, or malfunctioning, contact us at support@terraliving.au within 45 days of delivery with photos or videos of the issue.
Once confirmed, we prioritise sending a replacement if stock is available. If the item is out of stock, we will process a refund.
In cases where an item is lost in transit or severely damaged during delivery, compensation is provided by replacement first. If replacement is unavailable, we will refund the order.
If we request the return of the defective item, we will supply return instructions and cover all associated return shipping costs.
Lost Package and Delivery Issues
For any undelivered package or missing parcel, a claim must be submitted within 30 days after the estimated delivery date.
Orders valued above AUD 300 require a signature on delivery. If the carrier marks the item as delivered without signature, the customer must first contact the carrier and provide supporting documentation. We will assist with the investigation and claim process.
If the customer requests the parcel to be left unattended (authority to leave), the customer assumes responsibility for theft, loss, or damage after delivery. We are unable to refund or replace orders lost after being left as instructed.
Split Shipments and Backorders
Orders may be shipped in multiple parcels depending on stock allocation. If part of an order is temporarily out of stock, we may ship available items first.
If an item is on backorder, the maximum waiting time before shipment is 14 days. If we cannot ship within 14 days, we will contact you for instructions. If no response is received, we may proceed with cancellation or follow your last provided instruction.
Incorrect or Incomplete Address Provided by Customer
If an order cannot be delivered due to an incorrect or incomplete address provided by the customer, redelivery costs and any additional charges will be borne by the customer. If the parcel is returned to us and the customer requests a refund instead, the return will be treated as a customer-reason return, including applicable fees.
Uncollected or Rejected Deliveries
If the customer refuses delivery or fails to collect the package from the carrier or pickup point within the given time frame, the order will be treated as a customer-reason return. All associated costs and restocking fees will apply.
Processing Returns Without Customer Response
If we receive a returned parcel but are unable to contact the customer using the provided email, we may hold the parcel for verification. If no response is received within a reasonable timeframe, we may process the return based on the most appropriate rule, including issuing a refund when applicable.
Inspection and Verification of Returned Goods
All returned items undergo inspection upon arrival. Refunds or exchanges will only be finalised after verification of item condition. Items showing signs of use, installation, wear, or damage caused by the customer may not be eligible for refund.
Dispute Handling
We encourage customers to contact our support team for any dispute regarding returns, refunds, or product issues. We will provide documentation and support to resolve the matter as smoothly as possible.
Contact Information
Email: support@terraliving.au
Phone: +86 189 1140 9615
Operating hours: Monday to Friday, 9:00 am to 5:00 pm (Sydney time).
This Return and Refund Policy is designed to provide transparency and fairness for both the customer and Terraliving. We may update this policy from time to time to reflect changes in law, market conditions, logistics, or business operations.
If you have any questions, please feel free to contact us:
Our Business Information
Registered Company Name: Hanyu Tech & Media Limited
Company Number : 78854198
Store Name: Terraliving
Registered Address: Room D07, 8/F, Phase 2, Kai Tak Factory Building,
99 King Fuk Street, San Po Kong, Kowloon, Hong Kong
We operate and fulfil orders for the Australian market through our online store Terraliving.
How to Contact Us
Email: support@terraliving.au
Phone: +86 189 1140 9615
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (Sydney, Australia time)
We respond to all inquiries and support emails within 1–2 business days.
Contact Form: https://terraliving.au/pages/contact-us
