This Refund and Returns Policy outlines the conditions under which items purchased from www.terranestpot.com (operated by Berghausener Blumentopf GmbH & Co. KG) may be returned, replaced, or refunded. This policy applies to all customers located within Europe and the United States.
1. Right of Withdrawal (14-Day Return Policy)
In accordance with consumer protection regulations, customers have the right to withdraw from their purchase without providing a reason.
- Timeframe: You have 14 calendar days from the date you receive your complete order to notify us of your decision to return the item(s).
- Condition of Goods: To be eligible for a return under this clause, the physical items must be in their original, unused condition and suitable for resale.
- Return Process: To initiate a return, please contact our customer service team via email at flowerpot@terranestpot.com. You will be responsible for the direct cost of shipping the items back to our facility.
Authorised Return Address: An der Landstr. 12 -14 40764, Langenfeld
2. Damaged or Defective Items
If you receive an item that is defective or has sustained damage during transit, you are entitled to a full refund or a replacement.
- Notification: Please contact us at flowerpot@terranestpot.com as soon as possible after delivery.
- Evidence Required: You must provide clear photographic evidence of the damage or defect in your email.
- No Return Necessary: Upon review and approval of the photographic evidence by our team, a refund or replacement will be processed immediately. There is no requirement to ship the damaged physical item back to our facility.
3. Order Processing and Delivery Timelines
We partner with established logistics providers, including DHL, FedEx, and UPS Priority, to deliver your orders.
- Dispatch Time: Orders are processed, packed, and dispatched from our warehouse in Germany within 1 to 2 calendar days of the order being placed.
- Transit Time: Standard delivery requires 4 to 10 calendar days from the date of dispatch.
- Tracking: Automated tracking updates will be sent to the email address provided at checkout during key transit milestones (e.g., dispatch, arrival at local sorting facilities, and final delivery).
- Delayed Deliveries: Should your order exceed the standard transit timeframe, please contact us. We will initiate a formal investigation with the carrier. Depending on the carrier’s findings and the factual status of the parcel, we will resolve the issue by issuing a full refund or dispatching a replacement order.
4. Refund Processing and Payment Methods
All approved refunds are strictly credited back to the original payment method utilised during the checkout process.
- Accepted Payment Methods: We process transactions and refunds via Visa, Mastercard, American Express, and Apple Pay.
- Refund Timelines: Once a refund is approved (either upon receipt of a returned item or approval of a damage claim), the funds will be submitted to your bank or card issuer. Please note that it may take additional business days for your financial institution to reflect the credit on your statement.
5. Company Contact Information
For any enquiries regarding this policy, order modifications, or to initiate a return, please contact us using the details below:
- Company Name: Berghausener Blumentopf GmbH & Co. KG
- HRB: Amtsgericht Düsseldorf HRA 22811
- Trading Name / Brand: terranestpot
- Address: An der Landstr. 12 -14, 40764, Langenfeld
- Email: flowerpot@terranestpot.com
- Telephone: +49 217375555