Refund policy

Last Updated: October 12, 2026

At Terrahaveno, we want you to feel confident when shopping for sofas, couches, chairs, and other furniture products. If you are not satisfied with your purchase, please review the following Return and Refund Policy for information about return eligibility, refund procedures, and return shipping costs.

1. Return Eligibility

You may request a return within 30 days of the delivery date.

To be eligible for a return, the item should meet the following conditions:

  • The item is unused and in its original condition.

  • The item is returned with its original packaging, accessories, parts, and instructions, where applicable.

  • The item has not been damaged through improper use, assembly, cleaning, or handling after delivery.

  • You have contacted our customer service team and received return instructions before sending the item back.

Certain items may not be eligible for return due to their condition, customization, or other applicable restrictions. Any such restrictions will be communicated where appropriate and will not limit rights that cannot legally be excluded.

2. How to Request a Return

To start a return, please contact us within 30 days of delivery and provide:

  • Your order number.

  • The name of the product you wish to return.

  • The reason for the return.

  • Clear photos of the product and its condition, if relevant.

Our customer service team will review your request and provide instructions if the return is approved. Please do not send any item back before receiving authorization and return instructions from us.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from the item you ordered, please contact us as soon as possible.

Please include your order number, a description of the issue, and clear photos showing the product, damage, or incorrect item. Keeping the original packaging may help us assess the issue and coordinate a resolution.

Depending on the circumstances, we may offer a replacement, missing parts, repair assistance, return shipping arrangements, or a refund, as appropriate and subject to applicable law.

Customers will not be charged return shipping fees for verified items that are damaged, defective, or incorrectly supplied when the issue is our responsibility.

4. Returns for Change of Mind

If you wish to return an item because you changed your mind, selected the wrong product, or no longer need it, you are generally responsible for the return shipping costs.

Furniture items such as sofas, couches, and chairs may be large or heavy, so return shipping costs can vary depending on the item's size, weight, packaging, and return destination.

Original shipping fees, if any, may not be refundable for change-of-mind returns, except where required by applicable law. Any applicable deductions will be explained before the return is finalized.

5. Non-Returnable or Restricted Items

Returns may be declined for items that:

  • Show signs of use beyond what is reasonably necessary to inspect the product.

  • Have been damaged due to misuse, improper assembly, or unauthorized modification.

  • Are missing essential components or original packaging where these are necessary for safe return.

  • Are customized or made to order and are not eligible for return under applicable terms or law.

This section does not limit any mandatory rights you may have under applicable consumer protection laws.

6. Refund Process

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to the original payment method. Please allow approximately 5–10 business days after refund approval for the funds to appear in your account. The actual timing may depend on your bank, card issuer, or payment provider.

If a refund is declined, we will explain the reason where appropriate and discuss any available options.

7. Exchanges and Replacements

If you receive a damaged, defective, or incorrect item, please contact us to discuss an appropriate solution.

Exchanges or replacements are subject to product availability and the circumstances of your request. If a replacement is unavailable, we may discuss other reasonable options, including a refund where appropriate.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible. Orders that have not entered processing or shipping may be eligible for cancellation.

Once an order has been processed or shipped, cancellation may no longer be possible. In that case, you may need to follow the return procedure described in this policy, subject to the applicable return conditions.

Please refer to our Order Cancellation Policy for additional details.

9. Return Shipping and Packaging

If your return is approved, please follow the instructions provided by our customer service team. Use suitable packaging to protect the item during transit and include the required components and accessories.

For large furniture items, please confirm the return shipping arrangements before dispatch. We are not responsible for returns sent to an unauthorized address or shipped without following the provided instructions.

10. Contact Us

If you have questions about returns, refunds, exchanges, or damaged items, please contact our customer service team:

Store Name: Terrahaveno

Email: sales@terrahaveno.us

Phone: +1 (845) 699-5840

Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (ET)

Address: 298 Knickerbocker Rd, Livingston Manor, NY 12758-5617, United States

We appreciate your business and will work with you to address return and refund requests fairly and efficiently.