Terms & Conditions

1. General
By placing an order on the TerraFlame website, you agree to these Terms & Conditions.

2. Orders
All orders are subject to availability and acceptance.
We reserve the right to refuse or cancel any order due to pricing errors, stock availability, or suspected fraudulent activity.
Once an order has been processed or dispatched, it cannot be cancelled.

3. Pricing
All prices displayed on our website include free shipping throughout Thailand unless otherwise stated.
Prices may change without prior notice.
Applicable taxes will be shown at checkout where required.

4. Payment
We accept secure online payments through our approved payment providers. Full payment is required before your order is processed and dispatched.

5. Shipping & Delivery
Free shipping is included with every order throughout Thailand.
Estimated delivery time is 7–10 business days from the date your order is confirmed.
Delivery times are estimates only and may vary due to courier delays, weather conditions, public holidays, customs clearance, or other circumstances beyond our control.
Customers are responsible for providing accurate delivery information.
If your order arrives damaged during transit, please contact us within 48 hours of delivery and provide your order number together with photos of the damage.

6. Returns & Refunds
If your product arrives damaged or has a manufacturing defect, please contact us within 48 hours of delivery.
Please provide your order number, photos of the product, and a brief description of the issue.
Once your claim has been reviewed and approved, TerraFlame will arrange a replacement, repair, or refund at no additional cost.
Returns will not be accepted for:
Products that have been used, installed, or modified.
Products damaged due to misuse, neglect, improper installation, or failure to follow the product instructions.
Damage resulting from normal wear and tear, weather exposure, surface fading, colour variation, or cosmetic hairline cracks in MgO or concrete finishes.
Approved refunds will be processed to the original payment method within 5–10 business days after inspection.

7. Warranty
All TerraFlame products are covered by a 12-month warranty against manufacturing defects in materials and workmanship.

This warranty does not cover:

Normal wear and weathering.
Surface fading or natural colour variation.
Cosmetic hairline cracks in MgO or concrete finishes.
Improper installation or misuse.
Damage caused by accidents, abuse, neglect, or unauthorised modifications.

8. Product Information
We make every effort to display our products accurately. Due to the handcrafted nature of our products, slight variations in colour, texture, and finish may occur and are not considered defects.

9. Safety
TerraFlame products are designed for outdoor use only, unless otherwise specified.
Never leave a fire unattended.
Keep children and pets at a safe distance during operation.
Use only approved fuels and accessories as recommended.
Follow all operating and safety instructions provided with the product.

10. Limitation of Liability
To the maximum extent permitted by law, TerraFlame shall not be liable for any indirect, incidental, consequential, or special loss or damage arising from the use or misuse of our products. Our maximum liability is limited to the original purchase price of the product.

11. Privacy
Your personal information is collected and handled in accordance with our Privacy Policy. We do not sell or disclose your personal information to third parties except where necessary to process your order, arrange delivery, process payments, or comply with legal obligations.

12. Governing Law
These Terms & Conditions are governed by the laws of the Kingdom of Thailand. Any disputes arising from these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of Thailand.