Refund Policy

Returns

WE CHARGE A 15% RESTOCKING FEE FOR ALL RETURNS NO EXCEPTIONS.
WE ALSO CHARGE A 25% RESTOCKING FEE FOR ALL RETURNS WHICH ARE DAMAGED OR USED NO EXCEPTIONS.

If you would like to return your purchase from Terpp Extractors, just email our customer service team and request a Return Merchandise Authorization Number within 30 days. Terpenator, hose and coil returns must be in original, undamaged condition, clean and free from any botanical material or residue.  All recovery pumps, ovens, gas detectors, scales, and vacuum pumps must be returned in the original unopened condition.

Return Instructions:

Returns must be within 30 days(from when the shipper confirms delivery to when a shipping return label has been created). We require that you send the item back to us in the original packaging, and make sure that the merchandise is in the original, undamaged condition, clean and free of any botanical material or residue. If damaged or used (during return or otherwise) a 25% restocking fee will be applied (NO EXCEPTIONS). Please insure your return against shipping damage, and be sure to include the RMA number. If you do not insure your package and items are damaged or damaged in shipment the 25% restocking fee will still apply plus any additional refurbishment cost that may exceed the 25% restocking fee, not to exceed 50%.  Any machines returned extensively damaged or unusable will be denied the return.  It is up to you to insure your package for the full price of the items you purchased, and if damaged in shipment to file a claim with the shipper.

You can return your purchase under this policy for up to 30 days from the purchase date. Shipping and insurance charges are not refunded.

Simply email our customer support team at info@terpp.com or give us a call and request a Return Merchandise Authorization Number (RMA).

Once your return is received and inspected by our techs (usually within 72 hours of receipt), a refund of your original purchase price minus 15% (or 25% if damaged or used) will be processed and a credit will be automatically applied to original method of payment within 10 business days. Please note that depending on your credit card company, it may take an additional 10 business days for it to post to your account.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.  

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Info@terppextractors.com. 

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Info@terppextractors.com and send your item to:

219 N. Timberline #2
Fort Collins, CO 80524

Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

 

Shipping 

To return your product, you should mail your product to:
219 N. Timberline #2
Fort Collins, CO 80524
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.  
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.  
If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.