Shipping & Returns

Shipping & Returns

Every Terrene House order ships from our studio in Bengaluru, Karnataka. This page explains how shipping works, what it costs, and exactly how returns and refunds are handled.

Shipping

Free shipping on every order, across India. The price you see at checkout is the price you pay, inclusive of GST, with no courier charge added.

Orders are dispatched 1 to 2 working days after your order is confirmed. Once your order leaves the studio, you will receive a tracking link by email.

Delivery typically takes 2 to 4 working days for metro cities and 4 to 8 working days for non-metro and remote pincodes, depending on your location and the courier.

All substrates ship sealed and bone-dry (moisture content under 5%) in puncture-resistant bags.

Returns: change of mind

We accept returns of unopened, sealed bags within 7 days of delivery. Because substrate is a biological growing medium, a bag cannot be restocked once its seal is broken.

Please note that change-of-mind returns are not refunded in full. When you return an order because you no longer want it, the following are deducted from your refund:

• The original (forward) shipping cost we paid to deliver the order to you, even though shipping was shown as free at checkout.
• The return shipping cost of bringing the item back to our studio.
• A return processing fee.

The remaining balance is refunded to your original payment method within 5 to 7 working days of us receiving and inspecting the returned bag.

To start a change-of-mind return, email support@terrenehouse.com with your order number before the 7-day window closes.

Returns: damaged, wrong, or defective items

If your order arrives damaged, leaking, or different from what you ordered, this is on us, and you are refunded or replaced in full, with no deductions of any kind.

Do not return the item. Instead, email support@terrenehouse.com within 48 hours of delivery with your order number and a photo of the bag and the shipping label. We will ship a replacement or issue a full refund, your choice, at no cost to you.

Cancellations

Orders can be cancelled free of charge, for a full refund, within a short window of 1 to 3 hours after they are placed, up until we begin packing. Because we pack quickly, this window is short and varies from order to order.

To cancel within the window, sign in and open Your Orders to cancel directly, or email support@terrenehouse.com with your order number while the order is still within its window.

Once an order has been packed or dispatched, it can no longer be cancelled, but the change-of-mind return terms above will apply.

Refund timelines

Approved refunds are processed within 5 to 7 working days of us receiving the returned item or approving your claim. The time for the amount to reflect in your account depends on your bank or payment provider.

Questions

Write to support@terrenehouse.com or use our contact page. We reply within 24 hours, Monday to Saturday.