Return & Refund Policy

Last updated: January 1, 2025

1. Returns

We want you to be completely satisfied with your purchase. If you are not satisfied, you may return eligible items within 14 days of delivery, subject to the following conditions:

• Items must be in their original condition and packaging
• Terrariums must be undamaged and in the same condition as delivered
• Accessories must be unused and in original packaging
• Items marked as "Final Sale" or "Non-returnable" cannot be returned

2. Damaged Items

If your item arrives damaged, please contact us within 48 hours of delivery with photographic evidence. We will arrange a replacement or full refund at no additional cost to you. Please include:

• Order number
• Photos of the damaged item and packaging
• Description of the damage

3. Terrarium-Specific Policy

Due to the living nature of terrariums:

• Terrariums that have been opened or altered from their original state cannot be returned
• If your terrarium shows signs of distress within the first 30 days, please contact us for care advice and potential replacement
• Terrariums delivered outside our standard delivery area are not eligible for returns

4. Refund Process

Once we receive and inspect your returned item:

• We will notify you of the approval or rejection of your refund within 3 business days
• If approved, the refund will be processed to your original payment method (JazzCash/EasyPaisa) within 5-7 business days
• Shipping costs for returns are the responsibility of the customer unless the item was damaged or incorrect

5. Exchanges

We do not currently offer direct exchanges. If you wish to exchange an item, please return the original item and place a new order for the desired product.

6. Non-Refundable Items

The following items are not eligible for returns or refunds:

• Gift cards
• Custom or personalized terrariums
• Items on clearance or final sale
• Seed packs and perishable goods

7. Late or Missing Refunds

If you haven't received your refund:

• Check your JazzCash/EasyPaisa account again
• Contact your payment provider, as there may be processing delays
• Contact us at hello@terrariumstore.pk if the issue persists

8. Cancellations

You may cancel your order within 24 hours of placement, provided it has not yet been dispatched. After dispatch, the standard return policy applies.

9. Contact Us

For all return and refund inquiries, please contact:

• Email: hello@terrariumstore.pk
• Phone: +92 300 1234567
• Please include your order number in all communications