Refund policy

Refund & Returns Policy

We want you to love your Ternaza order. If something isn't right, we'll help you sort it — whether that's a return, a refund, or a replacement.

Please read this policy first, then email us at contact@ternaza.com to start your return.

Where this applies

We currently ship to UK addresses only, and this policy applies to all orders delivered within the United Kingdom.

Your rights at a glance

  • 14 days to cancel any order for any reason, under UK law
  • 30 days to change your mind (our own policy, extending the statutory 14)
  • Full protection for faulty, damaged, or incorrect items under the Consumer Rights Act 2015
  • Refunds processed within 5 working days of us receiving your return

1. Your cancellation rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason — no explanation needed — from the moment you place it up to 14 days after the day you receive it.

To cancel, email us at contact@ternaza.com with your order number. Once cancelled, you have a further 14 days to return the items.

This is separate from your rights for faulty or misdescribed goods under the Consumer Rights Act 2015, which are explained in Section 6 below.

2. Our extended change-of-mind window

On top of the 14-day statutory right, we offer an extended 30-day change-of-mind return window from the date of delivery.

If you decide within 30 days that something's not for you — colour doesn't work, size isn't right, or you've simply changed your mind — you can return it.

3. Cancelling before dispatch

If you change your mind shortly after ordering, email us straight away at contact@ternaza.com.

If your order hasn't been dispatched yet, we'll cancel and refund it in full.

If it's already gone out, we can't stop the parcel in transit — but that doesn't affect your right to cancel. Just return it once it arrives, following the process in Section 4, and we'll refund you.

4. Condition of returned items (change of mind)

For change-of-mind returns to be accepted, items should be:

  • Unused and in original condition — no signs of wear, marks, or damage beyond what's needed to inspect them
  • Complete — with all original packaging, dust bags, tags, and any included accessories
  • Accompanied by your order number or proof of purchase

Category-specific notes:

Category What we can and can't accept
Bags Must be unused, with tags and dust bag. Small marks from handling are fine; visible signs of use aren't.
Wallets Must be unused, with tags. Any signs of use (creasing, marks inside) mean we can't accept the return.
Hats & Caps Must be unworn, with tags. Sweat marks, makeup, or hair oils on the inner band mean we can't accept the return.
Sunglasses Must be unused, with original case and cleaning cloth. Scratches on lenses or frames mean we can't accept the return.
Earrings & pierced jewelry Cannot be returned once the hygiene seal is broken, for health and safety reasons. This doesn't affect your rights if the item is faulty.
Necklaces, bracelets, rings Must be unused, with tags and packaging.

We may reduce your refund to reflect any loss in value if items are returned in a condition beyond what's needed for normal inspection. This is in line with the Consumer Contracts Regulations 2013.

5. How to start a return

  1. Email us at contact@ternaza.com within 30 days of delivery. Include your order number and the reason for return.
  2. We'll reply within one working day with return instructions and (where applicable) a prepaid return label.
  3. Post the item back to the return address we send you, in its original packaging.
  4. We'll email you once we've received and inspected the return.

Return address — please wait for our confirmation email before sending anything. We'll send you the correct return address to use, so your parcel isn't lost or returned to sender.

6. Faulty, damaged, or incorrect items

Please check your order on arrival. If anything is damaged in transit, missing, or faulty, email us at contact@ternaza.com within 7 days of delivery with photos or a short video of the issue.

Under the Consumer Rights Act 2015, you're entitled to:

  • A full refund within 30 days of purchase (your "short-term right to reject")
  • A replacement or repair after 30 days
  • A price reduction or full refund if a replacement or repair doesn't fix the issue

We'll cover return shipping costs for anything faulty, damaged, or sent in error — you won't be out of pocket for our mistake.

Your statutory rights as a UK consumer aren't affected by anything in this policy.

7. Return shipping costs

Reason for return Who pays for shipping
Faulty, damaged, or incorrect item We do — full return shipping covered
Change of mind You do — we'll deduct  from your refund for the prepaid return label

If you'd rather arrange your own return shipping for a change-of-mind return, you're welcome to — just get in touch and we'll send you the return address. We recommend a tracked service, as we can't refund items that don't reach us.

8. Exchanges

We don't offer direct exchanges. The fastest way to get a different size, colour, or style is to:

  1. Return the original item using the process above
  2. Place a new order for the item you'd like instead

That way, you get your replacement quickly instead of waiting for the return to be processed first.

9. Refunds

Once we receive your return, we'll inspect it and email you within 2 working days to confirm whether your refund's been approved.

When your refund is issued:

  • Approved change-of-mind refunds — processed to your original payment method within 5 working days of approval (less the return label fee)
  • Cancellations under the Consumer Contracts Regulations — refund issued no later than 14 days after we receive the goods back
  • Faulty item refunds — processed within 5 working days, at no cost to you (including original delivery)

After we issue a refund, it can take a further 3–5 working days for your bank or card provider to post it to your account, depending on their processing time.

If you haven't received an approved refund within 14 days of us confirming it, email us at contact@ternaza.com and we'll look into it.

10. Gifts

If you received a Ternaza item as a gift and want to return it, email us at contact@ternaza.com with the order number (which will be on the gift receipt or the sender's confirmation email).

Gift returns are eligible for a gift card refund to the same value, so the original buyer isn't notified.

11. Late or missing refunds

If a refund is taking longer than expected:

  1. Check your bank account again
  2. Contact your credit card company — refunds can take a few business days to appear
  3. Contact your bank — some banks have longer processing times
  4. If you've done all this and still haven't received your refund, email us at contact@ternaza.com

12. Contact us

For anything to do with returns, refunds, or cancellations:

  • Email: contact@ternaza.com

    Phone: +44 7882763832

    Business Address: 3 Alderflat Dr, Stoke-on-Trent ST4 8GE, UK

    Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK Time)

Your statutory rights as a UK consumer aren't affected by anything in this policy.