Exchange & Refund Policy

At Terra’s Touch, we take great pride in crafting high-quality skincare products in small batches. Your satisfaction is important to us, and we strive to ensure that every product meets our high standards.

Change of Mind

Due to the nature of our products, we are unable to offer refunds or exchanges for change of mind or if you ordered the wrong item. We encourage customers to read product descriptions carefully before purchasing.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us at nature@terrastouch.com.au within 7 days of receiving your order. To assist with your claim, please provide:

• A clear photo of the damaged item or incorrect product received
• Your order number and full name

Once approved, we will offer a replacement, store credit, or refund, depending on the situation.

Allergic Reactions & Skin Sensitivities

While we carefully select skin-friendly ingredients, we recommend doing a patch test before full use. If you experience an allergic reaction, discontinue use immediately. However, as reactions vary from person to person, we cannot offer refunds based on individual sensitivities.

Australian Consumer Law (ACL) Compliance

Under Australian Consumer Law, you are entitled to a refund or replacement if a product is:
✔ Faulty
✔ Not as described
✔ Unsafe for use

We are not required to provide a refund for issues such as:
❌ Change of mind
❌ Damage due to misuse
❌ Failure to follow product care instructions

How to Request a Return or Refund

To lodge a request, email us at nature@terrastouch.com.au with your order details and supporting photos. Approved returns must be unused and sent back in original packaging. Return shipping costs are the responsibility of the customer unless the product is deemed faulty.

We reserve the right to decline returns that do not meet the above criteria.

For any further questions, please reach out to us—we’re happy to help!