At Terranas, we are committed to delivering fresh, safe and quality food products to our customers. As our products are food items, returns are generally not accepted once an order has been dispatched or opened due to food safety and quality considerations.

However, this does not affect your rights where products are damaged, unsafe, incorrect, materially misdescribed or not of acceptable quality.

1. Change-of-Mind Returns

Food products are not returnable for change-of-mind reasons once they have been dispatched or opened.

This includes situations where a customer simply changes their mind, orders the wrong item, or no longer wants the product after dispatch.

For pre-orders, cancellation is permitted before the order is dispatched. Approved cancellations will be refunded to the original payment method.

2. Damaged, Defective or Incorrect Products

If your order arrives with a qualifying issue, please contact us as soon as reasonably possible and within the applicable reporting period.

Examples of qualifying issues include:

• Product arriving materially damaged, spoiled, rotten, mouldy or leaking
• Product that is unsafe or unsuitable for consumption
• Incorrect product or quantity received
• Damaged packaging, broken or failed seals
• Product that does not materially match its advertised description or quality
• Other significant quality issues affecting the product

Minor differences in colour, size, shape, appearance or other natural characteristics of fresh produce do not constitute a defect where such variations are normal for naturally grown products.

3. How to Make a Claim

To help us assess your claim, please contact us at:

Email: contact@terranas.com

Please provide:

• Order number
• Delivery date and time
• Description of the issue
• Clear photos of the affected product
• Photos of the seal or packaging, where applicable
• Batch number or best-before date, where applicable
• Photos of the external delivery packaging

For food safety reasons, please do not consume a product that appears unsafe, spoiled, contaminated or otherwise unsuitable for consumption.

Where a product is unsafe, leaking or otherwise poses a safety concern, we will not require you to return it unless Terranas provides specific, safe and prepaid return instructions.

4. Resolution

After reviewing your claim, Terranas may offer one of the following resolutions, depending on the nature and extent of the issue:

• Replacement of the affected product
• Partial refund for the affected portion of the order
• Full refund where the entire order or product is materially affected

Where Terranas has sent the wrong product or quantity, Terranas will bear reasonable redelivery or refund costs.

5. Refunds

Approved refunds will be made to the original payment method used for the purchase.

Refunds are normally processed within 7–14 business days, depending on the payment provider and processing times.

Where the entire order is rejected due to a qualifying defect or an error by Terranas, the original delivery fee may also be refunded.

For claims affecting only part of an order, the refund will generally be limited to the value of the affected product unless otherwise approved by Terranas management.

6. Pre-Order Cancellation

Customers may cancel a pre-order before it has been dispatched.

Approved cancellations will be refunded to the original payment method.

Once an order has been dispatched, the applicable returns and refund provisions in this policy will apply.

7. Food Quality & Natural Variation

Fresh food products are natural products and may naturally vary in:

• Size
• Shape
• Colour
• Texture
• Ripeness
• Fragrance
• Appearance

Such natural variations do not automatically constitute a defect or grounds for a refund.

Our assessment will focus on whether the product is materially damaged, unsafe, incorrect, materially misdescribed or not of acceptable quality.

8. Contact Us

For any returns, refund or product quality concerns, please contact:

Terranas
Email: contact@terranas.com

We encourage customers to contact us promptly so that we can review the issue and provide an appropriate resolution.

Nothing in this policy limits rights available under applicable Malaysian consumer law.