Refund policy
Return & Refund Policy
At Terbalo, we want you to feel confident when shopping with us. If you are not completely satisfied with your order, you may request a return within 30 days of the delivery date.
30-Day Return Policy
You have 30 days from the date your order is delivered to request a return.
To be eligible for a return, the item must be:
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Unused
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Clean
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In its original condition
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Not damaged by the customer
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Returned with all included components
For hygiene and quality reasons, used pet beds or items with pet hair, stains, odors, damage, or signs of wear may not be accepted for return.
How to Start a Return
To request a return, please contact us first at:
Please include your order number and the reason for your return request.
Do not send items back without contacting us first. Return instructions will be provided after your return request is reviewed and approved.
Return Shipping
Customers are responsible for return shipping costs when the return is due to a change of mind, ordering the wrong item, or no longer wanting the product.
If your item arrives damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery with photos or videos of the issue. In these cases, we will review the situation and provide an appropriate solution.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, incorrect, or missing components, contact us within 7 days of delivery at support@terbalo.com.
Please include:
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Your order number
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A clear description of the issue
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Photos or videos showing the problem
Once reviewed, we will let you know the next steps.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Refunds are typically processed within 5–10 business days after the returned item has been received and inspected.
Please note that your bank or payment provider may take additional time to post the refund to your account.
Cancellations
Orders can only be canceled before they have been processed or shipped.
If you need to cancel an order, please contact us as soon as possible at support@terbalo.com. Once an order has been processed or shipped, it can no longer be canceled.
Exchanges
We do not offer direct exchanges at this time.
If your return is approved, you may return the item and place a new order.
Non-Returnable Items
We may refuse returns that do not meet our return conditions, including items that are used, dirty, damaged, missing components, or not in their original condition.
Contact Us
If you have any questions about returns or refunds, please contact us at: