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Home > FAQ

FAQ

Frequently Asked Questions:


1. What is the deadline for requesting a return or refund?
Buyers must submit a return or refund request within 10 days of the delivery date. Requests submitted after this period may not be eligible for after-sales support.

2. Can I cancel my order before it ships?
Yes. Buyers may request an order cancellation before the order has been shipped by contacting New Terra Patio through their contact page.

3. What should I do if my order arrives damaged or defective?
If your item arrives damaged, broken, missing parts, or significantly different from the description, you must provide photos or videos as proof. Once approved, New Terra Patio may offer a refund, replacement, or redelivery depending on the issue.

4. Will New Terra Patio accept returns for items I simply do not want anymore?
New Terra Patio generally does not accept “non-defective remorse returns.” If such a request is approved, a restocking and repacking fee of up to 35% of the order total may apply.

5. What happens if my package is delayed, lost, or destroyed during shipping?
If a package is delayed beyond the stated shipping timeframe, returned in transit, or destroyed during shipping, buyers may qualify for a refund or redelivery. Supporting evidence, such as tracking screenshots or proof from the logistics provider, may be required.

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