Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
- Once your return is received by an approved Tern Dealer, we will then conduct a full inspection, once inspected we will send you an email to notify you that we have received and inspected your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
- We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and return your item to an approved Tern dealership, unless instructed other wise.
- If the item was purchased as a gift when purchased you may be eligible to receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you, if you qualify.
- If the item wasn’t marked as a gift when purchased, or the gift giver had their order shipped to there local store to give to you later, we will send a refund to the gift giver and he will find out about your return.
- To return your product, obtain a Return Authorisation via email, send your request firstname.lastname@example.org.
- You will be responsible for paying for your own shipping costs for returning your item to your selected store. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.