We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging.
Returns. First of all, please send us the mail that you want to return the items. We provide a prepaid return code — you don’t pay at the post office. After we get your items and proceed approval, we deduct a return fee from your refund.
Czechia: 89 CZK.
Processing time: up to 5 business days.
Gift cards: not returnable.
Exchanges: not offered — please return the item and place a new order.
Automatic return of goods, if you did not pick up the goods from the pick-up point
If you did not pick up the goods from the pick-up point on time and the goods were returned to us automatically, please contact us by mail: info@terrawood.cz.
You will also receive notifications from us by e-mail.
We can send you a re-shipment, change pick-up point or make refund return as a standard return.
If we do not receive a response from you within 14 days, we will automatically refund you and process this as a standard return.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Warranty
We are confident in the quality of our products and are always ready to accommodate our customers.
We provide a 1-month warranty on Terra Wood boards from the date of purchase.
The warranty covers:
-manufacturing defects
-defects not related to failure to follow care recommendations (please read the care instructions carefully)
Replacement terms:
a one-time replacement of the board is possible within the warranty period
The warranty does NOT cover:
-damage caused by mechanical impact
-changes in shape resulting from failure to follow care recommendations
-natural signs of wear and tear
Each case is reviewed individually and at the discretion of the store.
You can always contact us for any return question at info@terrawood.cz
