Customer Service

Customer Service

Terras & Co BV is a Dutch company, running online shops specialized in patio heating. We find it important to give you the best advise possible. We do this by discussing your wishes and by helping you to choose any products you would like to purchase. As a result, you can be sure that you’ll order the right products for your project in our web shop. For this reason, we have been able to satisfy many customers throughout Europe over the past years. We are therefore one of the most progressive web shops with a team who have been serving their customers for 14 years on a daily base.

Our webshop is open 24/7,  personal contact & professional advice
Thanks to the internet, our webshop is available 24/7. In addition, personal contact is possible via chat, e-mail and telephone, so that we can share all the possibilities of our terrace products with you. We answer all your questions quickly and professionally and are happy to think along with you. At every meeting we will consult with you to provide you with honest, personal and expert advice. We can also take care of your complete patio design. We prepare a free quote for every project – small or large, business or private. We are happy to explain the options so that we can offer you exactly what you are looking for.

You can leave us an email and we will try to answer you as soon as possible. Prefer a direct answer? Then contact us by phone: + 31 6 20178845. We are Monday to Friday; available during office hours, if you cannot get us on the phone right away, leave us your message and we will call you back as soon as possible.

Warranty

We care about our products and we do our best to deliver them to you in top condition. However, it sometimes happens that a product damages during transport or that something else is wrong, so that you can claim the warranty. From a legal point of view, you are obliged to report this to us within two months of finding the defect. If the defect is under warranty, we will arrange for repair or replacement free of charge.

Complaints

If you have any complaints, we really appreciate it if you report this initially to us by calling + 31 6 20178845 or by sending an email to service@terrasenco.nl. We will do everything possible to resolve it to your satisfaction. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur. Since 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being treated elsewhere, you are free to file your complaint via the European Union platform.

Terras & Co BV reserves the right to change or supplement the “Returns and Warranty” (General Terms and Conditions) from time to time. General terms and conditions of Terras & Co BV are based and applied to Dutch legislation. All trade and sales by the websites of Terras & Co BV fall under Dutch legislation.

Terras & Co BV
Zirkoon 238
3316 KD Dordrecht
The Netherlands

+31-6-20178845

www.terrasenco.nl / www.feuertisch-einbau.de / www.patiotablefire.com

info@terrasenco.nl
service@terrasenco.nl

The Dutch Chamber of Commerce number: 81362846
The Dutch VAT Number: NL862057231B01
IBAN: NL52RABO0363146458
SWIFT / BIC Code: RABONL2U

This page was last modified on 07-01-2021.

Terras & Co BV distinctive by:

  • Deliveries throughout Europe for private and business
  • Personal contact
  • High quality and good service
  • Professional knowledge
  • Official dealership of all products

Back to Homepage

Always glad to help you

My order has arrived damaged or incomplete, warranty?
In exceptional cases, your order may not arrive in good condition. You should contact us directly in such case. We will do our best to find a solution. In most cases you will be able to return your order and we will resend the products as soon as possible. What you need to do in such occasion can be found under “Returns”.

The colour or size of my order is not correct
It is possible to exchange the product you have received. You can contact Terras & Co and return your product. We will then send you the right product as soon as possible. You can find out how to do this at “Returns”.

Within how many days can I return a product?
You can return your unused product within 14 days in its original packaging. How to do this can be found under “Returns”.
If you buy something online, you have a cooling off period of fourteen days. Within this time, you determine whether you like the product or not. For this you may carefully remove the product from the packaging. The intention is that you leave the packaging undamaged. If you return it, you must pack it neatly in its original packaging. Please note: this legal cooling-off period applies only to consumers and does not apply to goods made to a customer’s specifications.

Can I use the product?
No, you cannot use the product. Terras & Co must be able to resell the product once you return it.
The product can only be returned if returned unused in the original, undamaged packaging.

Returns
You have the right to return your order. In accordance with applicable legislation, consumers can do this without giving a reason. This regulation does not apply to companies and not to custom made products.

  • You must return the product within 14 days.
  • The unused product must be returned in the original packaging.
  • You must pay the shipping / transport costs for the return.
  • After receiving the return shipment you will receive a confirmation from us.
  • The total amount of the order will be returned to your account within 14 days after the product and packaging have been returned undamaged.

The return address is:
Terras & Co BV
Zirkoon 238
3316 KD Dordrecht (The Netherlands)

PLEASE NOTE: You are responsible for the product until it is back in our warehouse! If the product arrives damaged, we cannot refund you. You are therefore responsible for proper packaging of the product. In particular, think of fragile products. We advise you to return the product insured, so that you exclude this risk. Ask about this at the parcel service or the transport company of your choice.

Can't find your answer?

Contact Engels
reCAPTCHA