Return & Refund Policy

At Terence, we are committed to delivering high-quality instruments and a smooth shopping experience. If you're not completely satisfied with your purchase, we’re here to help with a simple and transparent return process.

Return Window

You may request a return or exchange within 30 days of receiving your order.

  • Refund: Issued to your original payment method
  • Exchange: Available for items of equal value, subject to stock availability

Non-Returnable Items

We cannot accept returns in the following cases:

  • Products showing signs of use, wear, damage, dents, or scratches
  • Items missing original packaging, manuals, accessories, or warranty cards
  • Products marked as non-returnable or free gifts
  • Downloadable software products

Return Authorization (RA Required)

All returns must be approved in advance.

  • Please contact us to obtain a Return Authorization (RA) number
  • Returns without a valid RA number may not be processed and could be discarded after 30 days if unclaimed

How to Initiate a Return

  1. Email our support team at service@terenceofficial.com
  2. Include the following information:
    • Order number
    • Reason for return
    • Supporting photos (if applicable)

Photo Requirements (Non-Quality Returns)

To ensure a smooth process, please provide:

1. Product in Original Packaging

  • At least one photo before sealing the return package
  • (Skip if unopened)

2. Outer Packaging

  • Clear images of all sides
  • If damaged, highlight the issue
  • If intact, simply state “packaging intact”

Return Shipping

  • You may use your own shipping method at your cost, or
  • Use a prepaid label (if provided by us)

Please notify us after shipping and provide tracking information.

Refund Processing

  • Refunds are processed within 3–7 business days after we receive your return
  • Funds may take an additional 8–15 business days to appear, depending on your bank

Return Shipping Costs

1. Defective or Damaged Products

  • We cover return shipping
  • A prepaid shipping label will be provided

2. Non-Defective Products

  • Customer is responsible for return shipping
  • Shipping fees are non-refundable

For items over $50, we recommend using tracked shipping or insurance

Important Return Notes

  • Do NOT send returns to the original shipping address
  • Items must be unused and in original condition
  • If your order included a gift, it must be returned as well
  • Report damaged or defective items within 24 hours of delivery
  • Terence is not responsible for items mistakenly returned that are not our products

Refund Timeline

Refunds are issued after inspection at our warehouse and will be returned to your original payment method within 3–7 business days.

30-Day Price Match Guarantee

If the price of your purchased item drops within 30 days, we’ll refund the difference.

Eligibility

  • Applies only to purchases made on terenceofficial.com
  • Must be the same product (SKU)
  • Request must be submitted within 30 days of order date

How to Apply

Email us at service@terenceofficial.com with:

  • Your order number
  • Screenshot or link showing the lower price

Notes

  • Only one price match request per order
  • Based on price at time of request
  • Not applicable to:
    • Clearance items
    • Flash sales
    • Black Friday / Cyber Monday
    • Special promotional events

Need Help?

If you have any questions, feel free to reach out:

📧 service@terenceofficial.com