Refund policy

Return and Refund Policy

Thank you for shopping with Telra. If something is not right with your order, we will make it right. Below you will find our return window, the conditions an item must meet, how to start a return, who pays for shipping, and how refunds are processed. Please read it before ordering; by completing checkout you acknowledge this policy.

90-Day Returns

You may return most items within 90 days of the delivery date for a refund or an exchange. The delivery date is the date shown in the carrier's tracking record. Return requests submitted after this period cannot be accepted, except where a longer period is required by law.

Non-Returnable Items

Some products are excluded from our standard return policy. Unless they arrive damaged, defective or incorrect, we cannot accept returns of gift cards; digital products; personalized items; and products clearly identified as final sale at checkout. Nothing in this section limits your rights in relation to faulty goods.

Return Conditions

We accept returns of items that are in new, resalable condition: not used, worn or washed, with original packaging, tags and all included accessories intact, and with the order number so we can locate your purchase. If an item comes back used, damaged by handling, or missing parts, we reserve the right to decline the return or to issue a partial refund that reflects the reduced value of the item.

Order Cancellations

You may cancel your order free of charge at any time before the order ships. Email support@telra-usa.com with your order number and the word "cancel"; there is no cost to you for cancelling. Cancelled orders are refunded in full within 7 business days. Once an order has been handed to the carrier it can no longer be cancelled, but you can return it under this policy after it arrives.

Exchanges

Exchanges are available within the same 90-day window and under the same conditions as returns. To exchange an item, start a return through the return form and tell us which size, color or model you would like instead. If the replacement is in stock we ship it as soon as the returned item is on its way back to us (tracking number provided); if it is out of stock, we refund you instead. Price differences are charged or refunded as applicable.

Cost of Returning an Item

You never pay to return an item to Telra: return shipping within 90 days of delivery is on us. Once your return is authorized we email you a prepaid label. The refund covers the full product price; the outbound shipping fee, if you paid one, is also refunded when the return is caused by our error.

How and When You Are Refunded

Once your return arrives, we inspect it and email you the outcome. Approved refunds are issued 5–10 business days after we receive and inspect the item, to the original payment method. Refunds for cancelled orders and for orders we are unable to fulfil are issued within 7 business days, as required by the FTC Mail, Internet, or Telephone Order Merchandise Rule. After we issue a refund, the time it takes to appear on your statement depends on your bank or card issuer — typically 3–10 business days, and sometimes longer for international cards. If more than 15 business days have passed since our confirmation, contact support@telra-usa.com and we will send you the refund reference to take to your bank.

How to Start a Return

To start a return:

  1. Fill in our return form or email support@telra-usa.com with your order number and the reason for the return. We reply within 2 business days with a return authorization and instructions.
  2. Pack the item securely in its original packaging and include your order number inside the parcel.
  3. Ship it to the address confirmed in your authorization. Our returns address is 2126 Harcourt Place, Odessa, FL 33556, United States.

Please do not send an item back without a return authorization: unauthorized parcels can be delayed or refused. Keep your shipping receipt and tracking number until the refund is issued.

Product Warranty

All products sold by Telra are covered against manufacturing defects for 12 months from delivery. During this period a defective item is repaired, replaced or refunded at our option. This warranty does not cover normal wear and tear, accidental damage, misuse, or unauthorized modification. It gives you specific legal rights, and you may also have other rights that vary from state to state. To make a warranty claim, contact us with your order number and a description and photos of the defect.

Orders We Cannot Ship

If an item becomes unavailable after you order, or we are unable to ship within the time promised, we will notify you promptly with a revised shipping date or, if we cannot give one, an explanation. You may then choose to wait, accept a substitute, or cancel for a full refund; if you do not agree to a delay, the order is cancelled and refunded within 7 business days.

Problems With Your Order

If your order is damaged in transit, faulty, or different from what you purchased, let us know within 7 days of delivery — send your order number and photos of the problem to support@telra-usa.com. In these cases you never pay for return shipping: we send a replacement at no cost or refund the full amount, including the original shipping fee, whichever you prefer. Where a return is required, we provide the instructions and cover the postage.

Your Acknowledgement

This policy is linked in the footer of every page, on the product pages and at checkout. By placing an order on telra-usa.com you confirm that you have read and agree to this Return and Refund Policy, including the return window, the conditions, who pays return shipping and how refunds are issued.

Need Help?

Our support team is here Monday to Friday, 9:00 AM – 6:00 PM, Eastern Time (ET): write to support@telra-usa.com or fill in the contact form. We answer within 2 business days. Postal address: Telra, 2126 Harcourt Place, Odessa, FL 33556, United States.

Last updated: September 18, 2026.