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. You pay the costs of the return shipment yourself.

A purchase via the internet or by telephone (remote purchase) starts the reflection period on the day after the product is received. If an order has been placed that is delivered in several shipments, the reflection period starts when the last partial shipment has been received.

Any order can be canceled free of charge within 14 days after you placed the order. Right of return only applies to consumers who live in the European Union, 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 may wait until we have actually received the product back or if you have provided proof that the product has been sent. 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 state a BIC / Swift number of their own bank in addition to the IBAN.

Everything that is made as a product on order – specially custom-made – cannot be exchanged and / or returned. The assignment given is then binding, the right of revision and the period of 14 days will lapse.

Refund. When you invoke the right of return, you are entitled to a full refund of the purchase invoice amount. This must simply 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 webshop 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 the IBAN from you to repay amounts already paid (when paying in advance). This IBAN must be the same as the account number 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.
You are responsible for sending the return shipment to us safely and undamaged.
You must pay the shipping / transport costs for the return yourself.
After receipt of the return shipment you will receive a confirmation from us.
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