Return & Refund Policy
Return and Refund Policy
TervaMed wants you to be completely satisfied with your order. If something does not meet your expectations, we are happy to help — simply contact our customer service.
30-Day Satisfaction Guarantee
All TervaMed orders are covered by a 30-day satisfaction guarantee, starting from the date of delivery.
If the product does not meet your expectations during this period, please contact our customer service. We will process your request and find a suitable solution promptly.
📧 info@tervamed.com
Please note: Under EU consumer protection law (Directive 2011/83/EU, Article 16(e)), certain products are exempt from the standard right of return. This applies to sealed products that cannot be returned for health protection or hygiene reasons if the seal has been broken after delivery. Products intended for personal use — such as skincare products, topical preparations, and devices or products that come into direct contact with the skin, body cavities, or sensitive areas of the body — fall under this exemption once used or opened. Each request is assessed individually by our customer service team.
How to Request a Return or Refund
All return and refund requests are handled through our customer service. You do not need to fill in forms or follow complicated processes.
Simply:
- Send an email to info@tervamed.com
- Include your order number and briefly explain the reason for your contact
- Our customer service will respond within 24 hours on business days and find the best solution for you
Customer Service Hours: Monday – Friday: 9:00 – 18:00
Return Shipping Costs
In the event of a return, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping method, as we cannot process refunds for items lost in transit.
Refund Processing
Once your refund request has been approved, the refund will be returned to the original payment method.
- Processing time: 5–10 business days from approval
- Other payment methods: the refund will appear in your account according to your bank's processing times
Order Cancellation
Orders are processed quickly through our automated system. An order can only be cancelled within 1 hour of purchase.
After this time the order enters processing and can no longer be cancelled. If you wish to cancel your order, please contact our customer service immediately:
📧 info@tervamed.com
Have a Question?
We are here to help. Do not hesitate to get in touch — we will find the best solution together.
📧 info@tervamed.com 🕙 Mon–Fri: 9:00 – 18:00
We respond to all messages within 24 hours on business days.