Refund policy
We have a 14-day return policy for all our products except personalised / custom-made items. This you have 14 days after receiving your item to request an eligible return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to present proof of purchase.
To start a return, you can contact us via email at wecare@ternoshop.com or call / WhatsApp +971-55-4469057.
If your return is accepted, you may arrange shipping the item back to us. Instructions on how and where to send your package will be provided by us. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at wecare@ternoshop.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we will issue a gift card which can be used immediately to make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll automatically receive a gift card which can be used within 1 year. Refund to your bank account can also be requested if this is preferred. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at wecare@ternoshop.com.