Refund policy

Refund & Return Policy

Last updated: 14 November 2025

This Refund & Return Policy (“Policy”) explains how Ignis Terra Limited (“we”, “us”, “our”) handles order cancellations, delays, non-delivery, damaged or defective items, and refunds for purchases made on  https://ignisterra.io (the “Site”).

Because we operate a cross-border e-commerce model with international fulfillment and logistics partners, please read this Policy carefully before placing an order.

1. Scope of This Policy

This Policy applies to all orders placed directly on the Site. By placing an order, you acknowledge that you have read, understood, and agree to this Policy, together with our Terms of Service and Shipping Policy.

2. Cross-Border Shipping & General Principle

Our products are shipped internationally via partner warehouses and carriers (including but not limited to Cainiao and local postal/courier services such as USPS/UPS in the destination country). Due to high cross-border logistics costs and customs restrictions:

  • We generally do not require physical returns of products for quality issues or logistics issues.
  • In eligible cases, we will handle your request by refund, partial refund, or reshipment, instead of asking you to send the item back.
  • “Change of mind” returns are normally not accepted.

3. Order Cancellation

You may request to cancel your order before it has been processed and shipped. Please contact us as soon as possible at hello@ignisterra.io

  • If the order has not yet been processed or packed, we will cancel and issue a full refund.
  • If the order is already processed, packed, or handed over to the carrier, cancellation may not be possible. In this case, please refer to Sections 4–7 below.

4. Delivery Time, Delays and Non-Delivery

Our typical total delivery time (including processing + international shipping) is:

  • Usual total delivery time: about 12–25 business days after the order is placed.
  • Extended time with buffer (peak seasons, customs, remote areas, etc.): up to 12–30 business days.

4.1 When Is an Order Considered “Delayed”?

An order is considered delayed if:

  • Tracking shows that the parcel is still in transit and the total delivery time has exceeded 30 business days from the shipment date.

In such cases, please contact us. We will:

  • Contact our logistics partners to investigate the status; and
  • Provide options such as continued tracking, partial refund, or reshipment depending on the investigation result and your preference.

4.2 When Is an Order Considered “Lost”?

An order is considered lost if:

  • The tracking information shows no meaningful update or delivery scan for an extended period; and
  • The total delivery time has exceeded 45 business days from the shipment date, and our logistics partners confirm that the parcel is likely lost or untraceable.

Once a shipment is confirmed or reasonably deemed lost, we will offer you the choice of:

  • Full refund of the order value (excluding any non-refundable payment/foreign exchange fees charged by your bank or payment provider); or
  • Free reshipment of the order to the same or an updated address (subject to availability).

5. Damaged, Defective or Incorrect Items

If your order arrives with significant damage, obvious defects, or incorrect items, please contact us within 7 days of delivery and provide:

  • Your order number;
  • Clear photos or videos of the product, packaging, and shipping label;
  • A brief description of the issue.

After reviewing the evidence, we may, at our discretion:

  • Provide a full or partial refund to your original payment method;
  • Arrange a free replacement or reshipment; or
  • Offer another reasonable solution agreed upon with you.

Due to cross-border logistics cost and customs restrictions, we typically do not require you to return the damaged/defective item.

6. Color, Size and Minor Variations

Product photos on the Site are for reference only. Due to lighting, display settings, manufacturing tolerances, and other factors, there may be minor differences in:

  • Color tone or brightness;
  • Dimensions within a reasonable tolerance range;
  • Pattern placement or small design details.

Such minor variations that do not affect the basic function or normal use of the product are not considered defects and do not qualify for a full refund as “quality issues”. However, we will evaluate each case individually and may offer a partial refund or discount where appropriate.

7. “Change of Mind” and Customer Preference

Because of the nature of cross-border shipping, long transportation routes, and high return costs, we generally do not accept returns or refunds for the following reasons:

  • Change of mind after receiving the product;
  • Customer no longer wants or needs the item;
  • Customer ordered the wrong model, style, color, or quantity;
  • Minor variations in color or appearance that do not affect function.

In special cases, we may, at our discretion, provide a partial refund or coupon solution.

8. Cases Not Eligible for Refund or Reshipment

We reserve the right to decline a refund or free reshipment in the following situations:

  • The shipping address provided by the customer was incomplete, incorrect, or invalid;
  • The customer refused to pay customs duties, import taxes, or clearance fees, resulting in return or destruction of the parcel;
  • The customer repeatedly refused delivery or failed to collect the parcel from a pickup point within the storage period;
  • The item has been intentionally damaged, misused, or altered after delivery;
  • Any fraudulent or abusive behavior related to claims, including false claims of non-delivery while tracking shows confirmed delivery.

9. Refund Method and Processing Time

Approved refunds will be issued to the original payment method used at checkout (for example, credit/debit card, PayPal, or other supported methods).

  • Once we approve your refund, we will process it within 3–7 business days.
  • The time it takes for the funds to appear in your account depends on your bank or payment provider and may take an additional 5–15 business days.
  • Any currency conversion differences or fees charged by your card issuer, bank, or payment provider are outside of our control and are non-refundable.

10. How to Request a Refund or Report an Issue

To request a refund, report a missing parcel, or notify us of a damaged/defective item, please contact us at:

Please include your order number, a clear description of the issue, and supporting photos or videos (if applicable). This will help us resolve your request as quickly as possible.

11. Chargebacks and Payment Disputes

If you are unhappy with your order, we strongly encourage you to contact us first so that we can investigate and offer a solution. Filing a chargeback or payment dispute without prior communication may delay the resolution of your case.

We reserve the right to provide the relevant order, tracking, and communication records to payment providers in order to respond to unjustified chargebacks or claims.

12. Changes to This Policy

We may update or revise this Refund & Return Policy from time to time to reflect changes in our operations, logistics partners, or legal requirements. When we do so, we will update the “Last updated” date at the top of this page.

Your continued use of the Site and placement of orders after any changes take effect constitutes your acceptance of the updated Policy.

13. Contact Us

If you have any questions about this Refund & Return Policy, please contact us:

This Refund & Return Policy is provided for general informational purposes only and does not constitute legal advice. For full compliance with laws applicable to your business and customers (such as consumer protection and cross-border e-commerce regulations), you may wish to consult a qualified legal professional.