Returns / Cancellations

When buying online or by phone as a consumer, you have the right to cancel your order up to 14 days after reception without giving any reason. After cancellation, you have another 14 days to return your product. You will then be credited with the full order amount including shipping costs. Only the costs for returning your purchase to Terras & Co are for your own account.

If you use your right of withdrawal, the product with all accessories and – if reasonably possible – in the original condition and packaging will be returned to the company. To make use of this right, you can contact us via service@terrasenco.nl. We will then refund the order amount due within 14 days after registration of your return, provided that the product has already been returned in good order. As a Buyer you are obliged to carefully examine the products upon delivery to see whether the products comply with the agreement. You should take into account minor size, color and information differences of the products shown on the internet site. The product can only be returned if the product is returned unused in the original, undamaged packaging, if reasonably possible. You pay the costs of the return shipment yourself.

After purchasing online or by phone (remote purchase),  the cool down period starts on the day after the product is received. If an order has been placed that is delivered in several shipments, the 14 days period starts when the last partial shipment has been received.

Any web order can be canceled within 14 days after you placed the order. Right of return only applies to consumers who live in the European Union, the UK, Norway and Switzerland and who have made the “distance purchase”. A Buyer who orders by company name but does not leave a correct VAT number is considered a consumer. If you want to return a product, you can use the withdrawal form or by sending an email to Terras & Co BV via service@terrasenco.nl. The order cancellation will be confirmed by e-mail. We will refund you the purchase amount and the delivery costs of the outward shipment. We wait until we have  received the product. As a Buyer, you must pay the costs for the return yourself.

In the written cancellation you must at least state your name, address, e-mail, order number, IBAN number and possibly the reason. Buyers from abroad must also provide their BIC / Swift number of their bank to enable the transfer.

Everything that is ordered custom-made, cannot be exchanged and / or returned. The order is binding, the right of return and refund is void.

Refund. When you use your right of return, you are entitled to a full refund of the purchase invoice amount. This must be in cash, not a gift card or the like. If payment has been made with a gift voucher, it may be refunded in that form. “Full” refund also includes the delivery costs and the like paid with the order.

You have the right to cancel your order up to 14 days after receipt without giving any reason. Then, you have another 14 days after cancellation to return the product. You will then be credited with the full order amount including shipping costs. Only the costs for return shipment to the web shop are for your account. Keep in mind that the return costs depend on the weight and size of the shipment.

Terras & Co will refund the order amount due within 14 days after registration of the return, provided that the product has already been returned in good order. You remain responsible for the product until it is back at Terras & Co’s warehouse. If the product does not arrive or is damaged, we can; Terras & Co will not refund you.
Terras & Co needs your IBAN. This IBAN must be the same as the one from which the payment was made to Terras & Co BV. This because of possible fraud with refunds. When paying via Paypal, the amount will be refunded via Paypal.

NOTE: You are responsible for the product until it is back in our warehouse! If the product arrives here damaged, we cannot refund you. You are therefore responsible for proper (undamaged original) packaging of the product. Think in particular of vulnerable products. We recommend that you return the product insured to exclude this risk. Inquire about this with the parcel service or transport company of your choice.

So:
You must notify us within 14 days that you want to return the order.
After receiving the notification, you will receive a confirmation from us by e-mail.
The unused product must be returned in its undamaged, original packaging, if reasonably possible.
You are responsible for sending the return shipment to us safely and undamaged.
If the product is damaged or the packaging is damaged more than is necessary to try the product, we can pass on this depreciation of the product to you. So, handle the product with care and make sure that it is well packed when returning.
You must pay for the return shipment.
After reception of the goods, we will send you a confirmation.
The total invoice amount of the order will be refunded 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