INSTAGRAM

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Delivery & Returns

Delivery

 

We deliver our products through TNT courier services.

Items available in stock in the store are delivered in 3 working days from the date the order is confirmed by us.

Personalized and bespoke items are delivered according to the details, delivery terms and costs agreed upon with the Client during the correspondence.

Transport costs are included for items delivered in Romania.

Transport costs are not included in case the Client chooses a different delivery method, more expensive than the one we offer.

 

Should we not have the capacity to honor the order placed, we reserve the right to cancel/refuse the order and we will take due care to inform the Client in the shortest time possible.  The cancellation/refusal of the order may be done without additional information.  In case this concerns an order for which payment has already been made, the received sum will be returned in full, by bank transfer, to the Client.

 

The Right to Return a Product

Depending on the product, any private Client has the right to return it within 14 days from receipt, in accordance with the legal requirements.

The following products are exempt from the right of refusal & return:

  • products that include preserved plants and custom-made or customized for the Client;
  • any product made with live natural plants.

 

In case of products that are in stock, made only with preserved plants and that do not include natural live plants, the Client had the right to return them in maximum 14 calendar days from the date of receipt.

The cancellation of the received order can in made in maximum 14 days from the date of receipt, and must be announced via e-mail, at  contact@terraria.ro, or the request will be null and void.

The Client that returns an order will have to pay for the transport back to Terraria.

Products damaged in any way, may be returned if the following conditions are met:

  • Products must be returned within 14 days from date of receipt (in case the order is for multiple products that are delivered separately, the 14-day term will be calculated from receipt of the last product delivered)
  • Products must include the original packaging, if possible
  • Products should not be deteriorated by the Client
  • Products must be complete, as sent
  • Products must be returned together with the invoice, as well as details regarding the bank account where the payment should be returned
  • Products returned with the specification ‘payment on delivery’ will not be accepted.

 

We are not responsible for products that may be lost during return delivery.  The Client is responsible for packing the products accordingly so as to limit any damage incurred during transport.

On receipt of the return package, the Client will be notified by e-mail regarding its receipt and registration.

On fulfilling the conditions stated above regarding the return of the product, the sum will be reimbursed in full to the Client, by bank transfer, in 7 days from date of receipt of the package.

Reporting the deterioration/damage of the product that has taken place during  transport must be claimed by the Client on receipt of the package, and in this case the Client should not accept the package.  In case the packaging is not affected and the damage is observed on opening the package, the Client should send us detailed  pictures of the damage and then return it immediately (in 24 hours from time of receipt).  Should the damage be confirmed, we will inform the Client of our decision, and we will bear the expenses for the return transport, will will either replicate the item in case this is possible and the Client so wishes or return in full the payment received.

The reimbursement will be made by bank transfer, without additional fees/costs.

For the sake of simplicity, we have created for our Clients a Form for returning items.  It can be found here.

We reserve the right to cancel or refuse an order in case the Client  offers false or misleading  personal information, and we will inform the Client of our decision.

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