Refund policy

Refund Policy

At Terpamak Slippers, we always place great importance on your shopping experience. We take extra care to ensure that all our customers receive their items on time, and we do our best to make sure your order reaches your address as quickly as possible. Please understand that while we make every effort to minimize delays, sometimes factors beyond our control (such as peak seasons, delivery strikes, etc.) may affect delivery times.

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.

To exercise this right, please submit a return or cancellation request through your customer account.

If you checked out using a phone number only (no email), please use the returns link in your SMS order confirmation instead.

Once you notify us of your withdrawal, you have a further 14 days to return the item(s). We will refund the full product price plus standard outbound shipping within 5–10 business days of receiving your return. Return shipping costs are your responsibility unless the item is faulty or incorrect.

Exemptions: Gift cards and promotional free gifts are not eligible for withdrawal.

2.0 Liability Cap

By placing an order with us, you agree that, under any circumstances, our total liability to you shall not exceed the total amount you actually paid for that order (including shipping fees).

1. Non-Delivery & Lost Packages

If your order does not arrive within our guaranteed timeframe, you are entitled to a 100% full refund, provided the delay isn't due to an incorrect address.

  • Main Regions (Under 20-day transit): Full refund if not delivered after 45 days from purchase.

  • Other Regions (Over 20-day transit): Full refund if not delivered after 90 days from purchase.

  • Lost in Transit: Full refund immediately if the carrier confirms the package is lost.

  • Processing Time: Refunds are reviewed within 3–4 business days. Funds will reflect in your account within 5–10 business days.

Address Errors: Please double-check your address at checkout. If a delivery fails due to an incorrect address provided by you, we may offer a courtesy reshipment or issue a refund for the product value only (shipping fees are non-refundable). If the delivery failure is determined to be our responsibility or that of the shipping carrier, we will offer one free reshipment at no additional charge, or a full refund.

2. Damaged or Incorrect Items

If your item arrives damaged or differs significantly from what you ordered:

  • Timeframe: Submit your claim within 30 days of the tracked delivery date.

  • What we need: Email us photo/video evidence of the issue, along with your order number and a description of the problem.

Our Evaluation Process:

Our customer service and evaluation teams will review your claim and may, in their sole discretion, take the following course of action:

  • Full Refund or Free Replacement: If the item arrives badly damaged or is significantly not as described.

  • Partial Refund: If the item is partially damaged or has minor discrepancies.

  • No Refund: If the item does not qualify for a refund under this policy.

Please note that we take an objective view when evaluating customer complaints, and our customer evaluation teams reserve the right to make a final decision on the refund amount. We have a stringent quality check process in place to ensure that you receive quality items.

3. Cancellations & Returns

  • Cancellations: You may cancel your order at any time before it is fulfilled. Once shipped, cancellations are no longer possible — but EU customers may exercise their right of withdrawal (see above).

  • Change-of-Mind Returns: If you are not satisfied with your order for any other reason, please email us at terpamak@gmail.com within 30 days of receipt to request a return. Our customer service team will provide you with a return address. All return shipping costs are the responsibility of the customer.

4. Important Exceptions

  • Delivered But Stolen: We are not responsible for packages marked as "Successfully Delivered" by the courier.

  • Gift Cards & Free Gifts: Final and non-refundable.

5. Final Decision

You agree that any decision made by our customer service and evaluation teams under this Refund Policy shall be final and binding. We reserve the right to make the final determination on all refund and return requests in accordance with the terms set forth in this policy.

Need Help?

  • Email: terpamak@gmail.com (Please include your order number)

  • View our full Terms & Conditions via the footer link.