Shipping, Returns & Refund Policy

Effective Date: 18 September 2026

At Terp Topia, we aim to supply high-quality terpene products, vape hardware, accessories and laboratory equipment while providing clear and fair service to our customers.

This Shipping, Returns & Refund Policy should be read together with our Terms & Conditions and is intended to operate in accordance with applicable South African law.

Nothing in this policy is intended to limit or exclude any consumer right that cannot lawfully be limited or excluded.

1. Order Processing, Cut-Off Times & Dispatch

Orders for products that are in stock are normally prepared for dispatch within 1–2 business days after payment has been confirmed.

Same-Day Dispatch Cut-Off

For an order to qualify for same-day dispatch, the following must be completed before 12:00 midday on a business day:

• the order must be finalised;

• all required order information must have been supplied;

• payment must have cleared or been confirmed; and

• the products ordered must be in stock and ready for dispatch.

Orders finalised or paid after 12:00 may only be dispatched on the next business day.

Same-day dispatch means that Terp Topia will endeavour to hand the parcel to the courier on the same business day. It does not mean same-day delivery.

Same-day dispatch is also subject to courier collection schedules, stock availability and circumstances outside Terp Topia's reasonable control.

Courier Options

Our standard courier services are:

Overnight / Express Courier
Estimated delivery: 1–2 business days after dispatch

Economy Courier
Estimated delivery: 3–5 business days after dispatch

Courier delivery times are estimates and are not guaranteed.

Delivery times may be affected by:

• remote or outlying delivery areas;

• courier delays;

• public holidays;

• adverse weather;

• incorrect delivery information;

• security restrictions;

• transport disruption; and

• circumstances outside Terp Topia's reasonable control.

Orders placed on weekends or public holidays will normally be processed from the next business day.

Certain products may require additional preparation time, including custom orders, custom blends, special-order products and large wholesale orders.

2. Shipping & Delivery

Once an order has been dispatched, tracking information will normally be provided where available.

Customers are responsible for ensuring that the delivery address, telephone number and other delivery details supplied are correct.

Terp Topia cannot be held responsible for delays resulting from incorrect or incomplete information supplied by the customer.

3. Inspection of Orders on Receipt

Customers must inspect their order as soon as reasonably possible after delivery.

Any visible defect, incorrect product, incorrect quantity, courier damage, missing item or other obvious discrepancy must be reported to Terp Topia within 7 calendar days of delivery.

The courier delivery date or other recorded proof of delivery will normally be used to calculate this period.

Claims should include:

• order number;

• affected product;

• quantity affected;

• clear description of the issue;

• photographs;

• video where appropriate; and

• batch information where available.

Claims relating to visible damage, incorrect quantities, missing goods or other issues that could reasonably have been identified on receipt may be declined if they are only reported after the 7-day period.

This does not exclude any statutory rights relating to a genuine latent defect that could not reasonably have been identified during the initial inspection period.

4. All Returned Products Are Inspected & Tested

Returning a product does not automatically qualify the customer for a refund, replacement or credit.

All goods returned as defective will be:

• received;

• visually inspected;

• functionally tested where possible; and

• assessed to determine the probable cause of the reported problem.

Depending on the product, testing may include:

• electrical testing;

• activation testing;

• airflow testing;

• checking connections and contacts;

• leakage inspection;

• examination of physical damage;

• review of filling conditions;

• review of formulation compatibility;

• assessment for contamination; and

• verification of batch information.

Products Found to Be Working Correctly

If Terp Topia tests the returned product and determines that it:

• functions correctly;

• operates within normal specifications;

• has no identifiable manufacturing defect; or

• failed because of customer handling, filling, formulation or storage,

the product will not qualify as a defective-product return.

A refund or replacement will therefore not be issued on the basis of an alleged defect where testing shows that the product is functioning correctly, unless otherwise required by law.

5. Bulk Vape Hardware — Mandatory Pre-Fill Batch Testing

Customers purchasing vape cartridges, disposable devices, pods or similar filling hardware in bulk are required to conduct a small-scale batch validation before filling the entire order.

This is particularly important because the performance of vape hardware may depend on:

• formulation viscosity;

• oil composition;

• terpene concentration;

• cannabinoid concentration;

• filling temperature;

• filling technique;

• fill volume;

• capping procedure;

• soak time;

• hardware compatibility;

• voltage or power; and

• storage conditions.

Minimum Test Quantity

Before filling the complete bulk order, the customer must test a minimum of 5% of the units supplied.

For example:

• 100 units purchased → minimum 5-unit test batch;

• 200 units purchased → minimum 10-unit test batch;

• 500 units purchased → minimum 25-unit test batch;

• 1,000 units purchased → minimum 50-unit test batch.

Where 5% results in a fraction of a unit, the test quantity should be rounded upward to the next complete unit.

Purpose of the Test Batch

The purpose of the test batch is to confirm that the customer's:

• formulation;

• filling process;

• equipment;

• capping process;

• storage method; and

• intended hardware

work together satisfactorily before the entire bulk order is filled.

The customer should confirm acceptable operation of the test batch before proceeding with full production.

6. Recommended Bulk Hardware Validation Procedure

For commercial filling, we strongly recommend that customers document the initial test batch.

The customer should record:

• product model;

• Terp Topia order number;

• product batch or lot number;

• number of units tested;

• formulation used;

• approximate viscosity where known;

• terpene percentage;

• fill volume;

• filling temperature where relevant;

• capping method;

• soak or rest period before testing;

• operating voltage or power;

• test date;

• number of successful units;

• number of failed units; and

• description of any failures.

Photographs or short videos of the test process are also recommended.

Where a technical claim is made, Terp Topia may request this information to assist in identifying whether the reported failure relates to:

• the hardware;

• the formulation;

• the filling process;

• the capping process;

• operating conditions; or

• another factor.

7. Stop-Fill Requirement

If defects, leaking, poor wicking, clogging, abnormal heating, poor activation or other unexpected performance are identified during the initial 5% test batch, the customer should stop filling the remaining units immediately and contact Terp Topia before proceeding.

The customer should retain:

• the failed units;

• unused units from the same batch;

• packaging;

• batch or lot identification;

• photographs or video; and

• relevant filling information.

This allows Terp Topia to investigate the issue before unnecessary product loss occurs.

8. Filling an Entire Bulk Order Without Validation

Where a customer fills the entire bulk quantity without first conducting the recommended minimum 5% validation batch, it may become significantly more difficult to determine whether subsequent losses resulted from:

• an inherent hardware defect;

• incompatibility between the formulation and hardware;

• incorrect filling;

• incorrect capping;

• inappropriate viscosity;

• overfilling;

• insufficient soak time;

• storage conditions; or

• another production-process issue.

Terp Topia will assess each claim based on the available evidence.

However, Terp Topia cannot accept responsibility for avoidable bulk product or formulation losses that could reasonably have been identified during the required initial validation batch, except to the extent that applicable law requires otherwise.

Customers are therefore strongly advised not to fill an entire commercial batch until the initial test units have been evaluated and confirmed to perform satisfactorily.

9. How We Assess Filling-Related Claims

Where filled hardware is returned as defective, Terp Topia may assess both the hardware and the customer's filling process.

We may request information regarding:

• the exact product used;

• formulation ingredients;

• terpene concentration;

• approximate viscosity;

• fill temperature;

• fill volume;

• capping procedure;

• time between filling and capping;

• soak time;

• storage temperature;

• operating voltage;

• test results from the initial batch; and

• the percentage of units affected.

Indicators of a Possible Hardware Defect

Examples may include:

• repeated failure across multiple correctly filled units;

• electrical failure;

• failed activation;

• defective connections;

• structural manufacturing defects;

• abnormal leakage occurring across a statistically meaningful portion of the batch despite correct filling;

• components failing before use.

Indicators of a Possible Filling or Formulation Issue

Examples may include:

• overfilled reservoirs;

• liquid entering the centre airway;

• formulation leaking immediately after filling;

• excessively thin formulation;

• excessively thick formulation;

• blocked or saturated airflow channels;

• incorrect capping;

• damaged seals from filling;

• filling at unsuitable temperatures;

• insufficient post-fill resting or soak time;

• excessive operating voltage or power; or

• evidence that the hardware and formulation are incompatible.

Terp Topia may test unused units from the same batch when available to help distinguish between a manufacturing defect and a filling-related issue.

10. Why Unused Control Samples Should Be Kept

For bulk vape hardware orders, customers are strongly encouraged to keep a small number of unused units from each batch until the filled production run has been successfully completed.

These unused control units can be extremely useful when investigating a claim.

For example, if a filled device fails but an unused unit from the same batch functions correctly under controlled testing, this may help determine whether the issue relates to the hardware itself or the subsequent filling process.

Terp Topia may request unused control units during a technical investigation.

11. Opened & Filled Vape Products

Vape cartridges, pods, disposable devices and similar products may come into contact with the customer's formulation and, once used, potentially with the user's mouth.

For ordinary non-defect returns, these products must generally remain:

• unused;

• unfilled;

• uncontaminated;

• in original condition; and

• where supplied sealed, in the original unopened packaging.

Products that have been filled or used will generally only be accepted for assessment where a genuine defect is alleged.

Terp Topia reserves the right to inspect and test those units before approving any remedy.

12. Consumable Products

Terpenes and other formulation ingredients are consumable and contamination-sensitive products.

Once the original seal has been opened, Terp Topia cannot independently verify:

• storage conditions;

• contamination;

• dilution;

• exposure to heat;

• exposure to oxygen;

• whether material has been removed; or

• whether another substance has been introduced.

Opened consumables therefore cannot ordinarily be returned for change of mind.

A genuine defect claim may still be investigated where applicable.

13. Misuse, Mishandling & Incorrect Operation

A warranty or defective-product claim may be declined where inspection establishes that the failure resulted from:

• dropping or impact;

• cracked components;

• physical damage;

• liquid damage caused by misuse;

• burns;

• overheating;

• incorrect voltage;

• excessive power;

• incorrect storage;

• freezing;

• overfilling;

• incompatible formulations;

• incorrect filling;

• contamination;

• tampering;

• DIY repair;

• unauthorised modification; or

• operation outside recommended specifications.

14. Full-Box Hardware Orders

Vape cartridges and disposable devices are precision mass-manufactured components and occasional isolated failures may occur.

For qualifying full-box or wholesale purchases, Terp Topia may include approximately 1–2% additional units as a commercial overage.

Customers should retain defective units where requested.

Claims may require:

• photographs;

• videos;

• batch information;

• unused control units;

• filled failed units; and

• filling records.

The commercial overage does not remove statutory rights that may apply to a particular transaction.

15. Incorrect Orders & Packing Errors

Customers must check their order when it arrives.

Incorrect products, quantities, sizes, missing products and other obvious fulfilment errors must be reported within 7 calendar days of delivery.

Where Terp Topia confirms a fulfilment error, we will arrange the appropriate correction.

Please do not open, fill or use incorrectly supplied products before contacting us.

16. Courier Damage

Visible courier damage must be reported within 7 calendar days of delivery, and preferably immediately after receipt.

Customers should retain:

• the outer shipping carton;

• packaging material;

• courier labels;

• damaged goods; and

• photographs of the damage.

17. Returns & Refund Approval

A returned product is considered under assessment until Terp Topia has completed its inspection.

Receipt of a returned item does not constitute approval of:

• a refund;

• replacement;

• repair;

• store credit; or

• warranty claim.

A remedy will only be processed after the claim has been assessed and approved.

If the returned product is found to be operating correctly, or if the failure resulted from incorrect filling, incompatible formulation, misuse, damage, contamination or improper storage, the defect claim may be declined.

18. How to Make a Claim

Contact Terp Topia within 7 calendar days of delivery for any visible defect, incorrect item, incorrect quantity, courier damage or obvious order inconsistency.

Email:

info@terptopia.co.za

Please provide:

1. Order number.

2. Product name.

3. Quantity affected.

4. Description of the problem.

5. Photographs.

6. Video where applicable.

7. Batch or lot information.

8. Details of the filling process where applicable.

9. Results of the 5% validation batch for bulk hardware where applicable.

Do not send products back before contacting Terp Topia.

Important Bulk Filling Notice

Do not fill your entire bulk hardware order without first completing a validation batch.

For bulk cartridges, pods and disposable devices, customers must initially test at least 5% of the order using their intended formulation and normal filling process.

If the test units show leakage, clogging, poor wicking, activation problems or any other unexpected behaviour:

STOP FILLING THE BATCH AND CONTACT TERP TOPIA.

Do not continue filling the remaining units until the cause has been investigated.

This process is intended to:

• minimise customer losses;

• prevent unnecessary wastage of valuable formulation;

• identify formulation/hardware compatibility issues early;

• allow manufacturing defects to be identified before full production; and

• improve overall customer satisfaction.

Contact Terp Topia

Terp Topia
Gqeberha / Port Elizabeth, South Africa

Email: info@terptopia.co.za
Telephone: +27 71 870 9473
Business Hours: Monday–Friday, 08:00–16:30