Refund policy
Order cancellation
The user can cancel an order by requesting it to TERREA by email, quoting the order number, which will be accepted as long as it has not yet been processed. After its processing, TERREA will try to deliver it, but the user has the option of not accepting it.
For the effect of cancellation the User must indicate the following data:
a) Order number
b) VAT number with which made the order and delivery address
TERREA reserves the right not to process orders when it verifies any inconsistency in the personal data submitted or observes misconduct by the buyer. TERREA reserves the right not to process any order or refund in case of errors in the values and/or characteristics of the products, when these result from technical problems or errors alien to TERREA.
If you wish to return goods then you will be required to pay the return delivery charges, as we will only refund the original payment for the goods and the associated delivery charge, within 30 (thirty) days from the day on which the consumer acquires physical possession of the good. To return items, you must log in to your customer account.
- Return the products as soon as possible in the same condition as supplied and in their original packaging
- Carry the relevant invoice
If you need to return your order, there are no additional costs for returns within Portugal and Spain. For the rest of Europe, a fee of 8€ will be charged.
Upon receipt of the return, the user will be refunded the amount corresponding to the amount paid for the order. If you have used a promotional discount code, this amount will not be refunded. The refund will only be for the amount actually paid.
Inside the received package, you will find a paper with the return form. This form contains the correct addresses for returning the order. Repack the product in the same way as it was received, ensuring that all items are present. Use the original packaging materials to ensure the product is protected during transport. Take the new return label provided with the order and affix it to the outside of the package. Make sure the label is clearly visible and covers the old shipping label. Seal the package well. Take the package to the nearest DPD pickup point. You can find the most convenient DPD pickup location using the pickup locator on the DPD website.
Returns Instructions For Orders Delivered Outside Of EU
Please note that for any returns of orders which are placed outside of EU, only price paid in Webstore and the original delivery charges will be refunded, and the Seller will not refund any taxes, charges or other fees applied to the order by your country of residence, customs, or authorities.
The refund method depends on the payment method used for the respective order. In the case of credit card and PayPal payments, these are credited to the respective accounts. In all other cases, when the IBAN information is provided, the refund is made to the indicated bank account. Otherwise, the refund is made by check to the billing address. The refund is made up to 14 days after receipt of the returned goods.
Damaged or Broken Items Policy
Any breakages in shipment must be reported to Terrea, the customer has a period of two weeks (14 calendar days) from the date of receipt of the order to file a claim for damaged or broken items. Please do not ship broken pieces back to us.
For the claim to be considered valid, it is necessary to send a photograph of the damaged items that proves they arrived in that condition. The photograph must be clear and show the condition of the items clearly. If the claim meets the above requirements, a new order with replacement items will be issued at no additional cost to the customer. To send proof of the photos, send an e-mail to: info@terreahome.com
If, at the time of the claim, the replacement items are not available in stock, a voucher will be issued for the value of the damaged items. This voucher can be used for future purchases in our store. Once the items have been received in their original condition, we will email you a credit voucher, valid for one year, which can be used on all items in the online store.