Refund Policy

Refund Policy

Refund Policy

Last updated: August 23, 2026

At The Terry Room (terryroom.shop), we want you to be completely satisfied with your purchase. If something isn't right, our straightforward refund and return process is here to help. Please review the details below to understand your options and how to proceed.

Return Window & Eligibility

You may return most items within 30 days of delivery for a refund or exchange. To be eligible for a return, items must be in their original condition, unused, and include all original packaging, tags, and accessories. Please note that certain items may not be returnable due to health, hygiene, or safety reasons; where such restrictions apply, they will be noted on the product page.

How to Start a Return

To begin the return process, please contact our after-sales team with your order details. Here's what we'll need from you:

• Order number or proof of purchase
• Product name or link for the item(s) you're returning
• Reason for the return (e.g., changed your mind, damaged, incorrect item, defect)
• Photos of the item and any damage or defect (if applicable)
• Preferred resolution — replacement, return, or refund

Once we receive your request, our after-sales team will verify your order details and provide you with return instructions. We'll arrange for the return and keep you informed with tracking or confirmation once your resolution is processed.

Refunds

Once your return is received and inspected, we'll process your refund to your original payment method. Here's what to expect:

• Refund amount: The full purchase price of the returned item(s), excluding original shipping costs unless the return is due to our error or a defective product.
• Processing time: Refunds are typically issued within 5–7 business days after we receive and verify your return. We'll send you a confirmation once your refund has been processed.
• Payment method: Refunds will be issued to the original payment method (credit card or PayPal) used at checkout. Depending on your financial institution, it may take additional time for the refund to appear on your statement.

Exchanges

If you'd prefer an exchange for a different size, color, or model, let us know when you contact our after-sales team. We'll do our best to accommodate your request, subject to product availability. If the exchange item is unavailable, we'll reach out to discuss alternative options or process a refund.

Shipping Fees for Returns

For items returned due to a change of mind, you will be responsible for the cost of return shipping. However, if the return is due to a damaged, incorrect, defective, or inauthentic item, we will cover any reasonable return shipping costs.

Damaged, Incorrect, or Defective Items

We take great care to ensure every order is accurate and arrives in perfect condition. If you receive an item that is damaged, incorrect, or defective, please inspect it promptly upon delivery and contact our quality assurance team. Here's how we'll handle it:

1. Submit your claim through our quality assurance email (quality@terryroom.shop) or after-sales support with your order number, photos of the issue, and a description of the defect or concern.
2. Review: Our quality team will collect the evidence and compare it to the product listing and our quality standards.
3. Investigation: If needed, we'll escalate to the supplier or brand for verification, especially for authenticity concerns.
4. Resolution: We'll inform you of the outcome and arrange a replacement, refund, or other appropriate remedy.

We aim to resolve valid claims within 5–7 business days of receiving all necessary information and will keep you updated throughout the process.

Authenticity Guarantee

We guarantee that every product we sell is 100% authentic and sourced from legitimate distribution channels. We only purchase from suppliers who can provide genuine products with verifiable supply chain documentation. If a product is proven to be inauthentic, we will provide a full refund and cover any reasonable return shipping costs.

Quality Assurance Process

Our commitment to quality means we take proactive steps to protect your purchase:

• Each product listing is checked against the manufacturer's specifications and our own product knowledge to ensure accuracy.
• We perform random quality inspections in our warehouse and verify that items match their listed descriptions before dispatch.
• We encourage you to inspect your items promptly upon delivery; if anything seems incorrect, contact us within our 30-day return window and we'll help resolve it.

Warranty Information

Warranty coverage for your purchase follows the product information and support guidance provided by the manufacturer. For questions about a specific brand's warranty (Slowtide, Kichler, Brightown, or Dyson), please contact our support team, and we'll help you understand the coverage or connect you with the appropriate resource.

Contact Us

Our team is here to support you before and after your order. Please reach out through the appropriate channel below:

General Support

For order questions, payment assistance, coupon and promotion inquiries, or general guidance:

• Email: support@terryroom.shop
• Response time: Within 1 business day
• Business hours: Monday through Friday, 9:00 AM – 5:00 PM Pacific Time

After-Sales Team

For returns, exchanges, refund status, delivery issues, missing items, or order modifications:

• Email: aftersales@terryroom.shop
• Response time: Within 1 business day
• Business hours: Monday through Friday, 9:00 AM – 5:00 PM Pacific Time

Quality Assurance Team

For product quality concerns, authenticity verification requests, defect reporting, or product condition feedback:

• Email: quality@terryroom.shop
• Response time: Within 2 business days
• Business hours: Monday through Friday, 9:00 AM – 5:00 PM Pacific Time

Messages received outside business hours will be answered the next business day. If a resolution is not reached within 3 business days, the support team will escalate the issue to a supervisor to ensure timely and satisfactory resolution.

Our Commitment to You

The Terry Room is operated by Cascade Home Distribution LLC, an independent specialty retail distribution company responsible for order processing, fulfillment, customer service, and quality assurance. We're committed to providing clear support before and after your order, and we'll work diligently to resolve any concerns you may have. We're here to help, and we appreciate the opportunity to serve you.