Refund policy
Last Updated: July 7, 2026
We offer a transparent process for order cancellations and returns to ensure your satisfaction with Terraliving products.
Order Cancellation Policy If you wish to cancel your order please contact us as soon as possible at support@terraliving.au. You may request a cancellation for a full refund at any time before your order is dispatched from our warehouse. Typically our orders are processed and prepared for shipping within 2 business days. If your order has already been dispatched and is in transit it cannot be cancelled. In such cases you will need to follow our standard return process once the package has been delivered.
Return Conditions We offer a 45-day return policy providing you with ample time to ensure your purchase meets your expectations. Items must be in New and Unused condition in their original packaging and include all parts and accessories to be eligible for a return.
Local Return Address Australia For the convenience of our Australian customers all authorized returns are processed at our local facility located at 4 Percy St, Auburn NSW 2144, Australia. Please do not send returns to this address without prior authorization from our support team.
Return Authorization Process RMA To ensure your refund is processed correctly you must obtain a Return Authorization before sending any items back. First email support@terraliving.au with your order number reason for return and photos of the items condition. Our team will review your request and respond within 1 to 2 business days. Once approved we will provide a prepaid downloadable return label with our Auburn address. You should then print the label attach it to the package and drop it off at the designated carrier location.
Fees and Costs The return label fee is 0 dollars and is free for all authorized returns. There is no restocking fee and no hidden charges for returns due to manufacturing defects or for change of mind provided the return is authorized. Returns sent without prior approval or to the wrong address may experience significant delays in processing or may be rejected.
Refunds Once your return is received and inspected at our NSW center we will process your refund within 15 calendar days. Refunds are issued automatically to your original payment method in Australian Dollars AUD. Please note that your bank or credit card company may take additional time to post the refund to your statement.
Business and Contact Information
Registered Company Name Hanyu Tech & Media Limited
Company Registration Number 78854198
Store Name Terraliving
Corporate Headquarters Address Room D07, 8/F, Phase 2, Kai Tak Factory Building, 99 King Fuk Street, San Po Kong, Kowloon, Hong Kong
Operational Support Office Room 104, 1/F, Building No.16, Area A, Nanxiang Zhidi, Jiading District, Shanghai, China, 201802
Australian Return Center 4 Percy St, Auburn NSW 2144, Australia
Customer Support Email support@terraliving.au
Australian Support Phone +61 29 1465089
Hong Kong Office Phone +852 7076 5955
Business Hours Monday to Friday, 9:00 AM to 5:00 PM (HKT, GMT+8)
Response Time We aim to respond to all inquiries within 1 to 2 business days.
