Returns & Refunds Policy

Last updated: 3 June 2026

We want you to be fully satisfied with every TerraTight product. If something isn’t right, this policy explains how returns and refunds work.

TerraTight is a brand operated by Synergy & Prosperity Building Material Trading LLC (“we”, “us”), registered in the United Arab Emirates. This policy complies with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.

1. Return Window

You may request a return within 7 calendar days from the date you receive your order.

Requests received after 7 days will not be eligible for refund or exchange, except where the product is defective and protected under the statutory warranty (see Section 6).

2. Eligible Items

To be eligible for return, items must be:

• Unopened and in their original sealed packaging
• In resaleable condition — no damage, scratches, missing parts, or signs of use
• Accompanied by the original invoice / order number

Non-returnable items

For hygiene, safety, and product-integrity reasons, the following are not eligible for return:

• Resin / sealant / adhesive containers that have been opened, used, or partially used
• Custom-mixed colours or custom-formulated products
• Bulk / wholesale orders (more than 50 L of resin, palletised orders, or bespoke specifications) — subject to a separate agreement
• Items damaged by misuse, mishandling, exposure to weather, or failure to follow the product instructions
• Free gifts or promotional items

3. How to Request a Return

1. Email info@terratight.com within 7 days of delivery with:

• Your order number
• The item(s) you wish to return and the quantity
• Reason for return
• Photos of the item and original packaging

1. We will reply within 3 working days with a Return Authorisation (RA) number and the return shipping address.
2. Pack the item securely and ship it back. Please write the RA number clearly on the outside of the parcel.

Returns sent without prior authorisation will not be accepted.

4. Return Shipping Costs

For customer-paid returns, we recommend using a trackable courier. We are not responsible for parcels lost in transit on the return leg.

5. Refund Process

Once we receive and inspect the returned item:

• Inspection time: up to 3 working days after the parcel reaches our warehouse.
• We will email you the inspection result.
• If approved, your refund will be processed back to the original payment method within 7–14 working days, depending on your bank or card issuer.
• The original delivery fee (19 AED, where applicable) is non-refundable unless the return is due to our error (wrong item, damaged, defective).

Partial refunds

A partial refund may apply if the returned item:

• Shows signs of use or partial use
• Is missing parts, accessories, or the original packaging
• Was damaged in return transit due to insufficient packaging by the customer

6. Defective Products & Warranty

All TerraTight products are inspected before dispatch. If you receive a product that is defective in manufacturing (sealed container with wrong consistency, damaged inner seal, expired stock, etc.):

• Contact us within 7 calendar days of delivery with photos and your order number.
• We will arrange a replacement at no cost, or issue a full refund at your choice.

Note: This is separate from issues caused by improper application (e.g. applying on wet/contaminated surfaces, mixing wrong ratios, applying outside the recommended temperature range). Please consult the product instructions, datasheet, or our support team before application.

7. Cancellations

You may cancel an order at no cost provided that it has not yet been dispatched.

• Cancellation requests received before dispatch: full refund.
• Cancellation requests received after dispatch: please follow the return procedure above; standard return shipping rules apply.

8. Exchanges

We currently do not operate a direct exchange programme. To swap a product, please return the original item under this policy and place a new order for the replacement.

9. Refunds for Promotional / Bundled Orders

If you return part of a bundle or an order that qualified you for free shipping (over 170 AED), and the remaining order value drops below 170 AED after the return, the 19 AED shipping fee may be deducted from the refund.

10. Contact

For any return or refund question:

Synergy & Prosperity Building Material Trading LLC
TRN: 104534655600003
WH 147, Sheikh Saeed Bin Mohd Bin Hasher Warehouse, Jabal Ali, Dubai, United Arab Emirates
Email: info@terratight.com
WhatsApp: +971 52 168 3906

Working hours: Monday – Friday, 9:00 AM – 6:00 PM (UAE time, GST), excluding public holidays.