Refund and Returns Policy

1. Return Eligibility Period

Customers may request a return within 30 days after the order has been delivered, based on the delivery date recorded by the shipping carrier. To begin a return, customers must contact Tervask, LLC at [email protected] before sending any product back. Returns sent without prior authorization may be refused, delayed, or returned to the sender. The approved return address may differ from the address shown on the original parcel, so customers must follow the return instructions provided by our support team.

2. Return Conditions

Returned headwear products and related accessories must be unused, unworn, unwashed, unaltered, undamaged, and in resalable condition. All original tags, labels, inserts, protective materials, packaging, accessories, and other included components must be returned together with the product. Returned products must be clean and free from stains, makeup marks, sweat marks, odors, perfume, smoke, pet hair, excessive wrinkles, deformation, scratches, tears, discoloration, or other signs of wear or use. Products that have been washed, reshaped, modified, repaired, or otherwise altered after delivery may not qualify for a refund.

3. Non-Returnable Products

For health, hygiene, safety, and product-integrity reasons, products may not be eligible for return after they have been worn, washed, altered, reshaped, damaged, or otherwise show signs of use. Personalized, customized, made-to-order, clearance, final-sale, incomplete, damaged-after-delivery, or improperly handled products are also non-returnable unless they arrived defective, damaged, or incorrect. Any additional return restriction shown on the applicable product page will form part of this policy.

4. Return Request and Authorization Process

To request a return, customers must contact Tervask, LLC at [email protected] and provide the order number, purchaser name, product details, reason for the return, and clear photographs when requested. After reviewing the request, our support team will confirm whether the product is eligible and provide return instructions. Customers must package the product securely to prevent damage during transportation and should use a trackable shipping service. The customer remains responsible for the returned parcel until it is received at the authorized return facility.

5. Return Shipping Costs

Customers are responsible for return shipping costs when the return is caused by a change of mind, incorrect selection, ordering the wrong quantity, selecting the wrong size or color, personal preference, or another reason not caused by Tervask, LLC. Original shipping charges are generally non-refundable unless required by applicable law. If the product arrived damaged, defective, incomplete, or different from the item ordered, Tervask, LLC will review the evidence and may provide a prepaid return label, replacement, partial refund, or full refund as appropriate. Unauthorized shipping charges, customs fees, or expedited return costs will not be reimbursed unless approved in writing in advance.

6. Damaged, Defective, Incorrect, or Missing Products

Customers must report products that arrive damaged, defective, incorrect, or incomplete within 48 hours after delivery. The report should include the order number and clear photographs or video showing the product, damage or defect, shipping carton, internal packaging, shipping label, and all items received. Customers must retain the product and packaging while the claim is reviewed. This evidence helps Tervask, LLC investigate the issue, submit carrier or payment-provider documentation, and determine an appropriate resolution. Claims submitted without sufficient evidence or after the reporting period may be more difficult to verify.

7. Refund Review and Processing

After a returned product is received, Tervask, LLC will inspect it to confirm that it meets the return conditions. Customers will be notified whether the refund has been approved, reduced, or rejected. Approved refunds will be issued to the original payment method within 7 business days after inspection and approval. Depending on the customer’s bank, card issuer, Stripe, PayPal, or digital wallet provider, additional time may be required for the funds to appear in the account. Refunds cannot normally be issued to a different card, bank account, or payment method.

8. Payment Disputes, Chargebacks, and Return Records

Customers are encouraged to contact Tervask, LLC at [email protected] before opening a dispute or chargeback so that we can review and resolve the matter. To respond to payment disputes through Stripe, PayPal, card networks, banks, or other payment providers, Tervask, LLC may provide relevant records including the order confirmation, payment authorization, product information, customer communications, return authorization, return tracking, delivery confirmation, inspection results, photographs, refund records, and this Refund and Returns Policy. Submitting a chargeback does not replace the required return process and does not automatically entitle the customer to retain both the product and the payment. Any refund will be determined according to the verified order history, return condition, supporting evidence, and applicable law.