You have 30 days from the delivery date to request a return. Requests made after day 30 cannot be accepted. Requesting inside the window is what matters — the unit itself can arrive back with us shortly after, as long as you have a Return Authorization.

To start, email support@terrabsolutions.com with your order number and what you want to return. We reply with a Return Authorization (RA) number and the address to send it to.

To be refunded, equipment must come back:

• Unused — never activated, programmed, encrypted or key-injected
• In its original packaging, with the manufacturer's box intact
• With all accessories — power supply, cables, paper roll, stylus, mounts, manuals and anything else that shipped in the box

Packaging that has been damaged, cut open destructively, or written on may reduce your refund. Please do not write the RA number, an address or anything else on the manufacturer's box — put your shipping label and the RA number on an outer carton.

Payment terminals are keyed to a specific processor and encryption profile before they can take a card. That work is not reversible in the field, which is why an activated device cannot be sold to the next customer as new.

• A terminal that has been activated, programmed, encrypted or key-injected is not returnable for a refund, in or out of the 30-day window.
• If such a device is defective, it is eligible for a like-for-like exchange — the same model, configured the same way.
• Encryption, key-injection and programming charges are non-refundable, even when the rest of a return is approved. That work has already been performed and paid for upstream.

If you are unsure whether a device suits your business, call before you activate it. We would much rather answer questions for twenty minutes than have you stuck with a unit you cannot return.

Approved returns of non-defective equipment carry a restocking fee of 20% of the item price, deducted from the refund. A change of mind, an ordering mistake, or a device that turned out not to be the one you wanted are all non-defective returns.

There is no restocking fee when the unit is defective on arrival and reported in time.

If a device arrives dead, damaged in transit, or faulty out of the box, tell us within 5 business days of delivery and we will arrange a free exchange with no restocking fee. Photographs of the unit and the shipping carton help a great deal, so send them if you can.

After 5 business days, a faulty unit is handled under the manufacturer's warranty instead. We will still help you open that claim.

Do not ship anything back before you have an RA number. Unauthorized returns may be refused, returned to you, or held without a refund, because a parcel with no RA cannot be matched to an order on arrival.

Email support@terrabsolutions.com to request one. We issue the RA number and the return address together, so use the address we give you at that time rather than any address printed on the parcel you received.

• Original shipping is non-refundable on all returns.
• You pay return shipping on non-defective returns.
• Use a trackable, insured service. Until it reaches us the parcel is your risk, and we cannot refund a return that never arrives.
• On a confirmed defective-on-arrival exchange, we cover the freight both ways.

Once the unit arrives we inspect it, then issue the approved refund to the original payment method — typically within 10 business days of inspection. How quickly it appears on your statement is up to your bank or card issuer.

The refund equals the item price, minus:

• the 20% restocking fee, where it applies
• any encryption, key-injection or programming charges
• original shipping
• a deduction for missing accessories or damaged packaging, if any

Sales tax collected on a refunded item is refunded with it. See the shipping policy for how tax and shipping are charged in the first place.

Buying equipment and having a merchant account are two different relationships. Card processing, rate programs, monthly service fees and anything else on your processing statement are governed by your own merchant processing agreement with the processor and acquiring bank — not by this page.

When we say there is no contract, that refers to processing: the programs we place are month-to-month with no early termination fee. It does not mean an equipment purchase can be unwound outside the terms above. Closing a merchant account does not create a right to return equipment you bought.

• Activated, programmed, encrypted or key-injected terminals (refund; exchange only if defective)
• Encryption, key-injection, programming and setup charges
• Consumables that have been opened — paper rolls, ribbons, cleaning cards
• Special-order or custom-configured items, where flagged as such at the time of order
• Anything requested after the 30-day window has closed