pure handmade
100% frost resistant
own delivery service
pure handmade
100% frost resistant
own delivery service
pure handmade
100% frost resistant

Refund

The article is not as desired?

How to return correctly:

Although we are constantly improving our article descriptions, pictures and size specifications, it can happen that a pot does not fit, the material feels different than expected, or that a fountain does not achieve the desired effect for the intended space.

We say: Don’t worry! Just send it back to us! In 4 simple steps.

Following there are all useful information concerning the return of articles. No matter what kind of problem you might have, we’ll find a solution!

 

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IMPORTANT

You are entitled to return your order within 14 days without giving any reasons. This is your Right of withdrawl.

You have the right to cancel and to return the order or rather get a refund of the full amount provided. The precondition for reimbursement is that you have only tried out the articles to the extent necessary to check the structure, the quality and/or the functioning of the articles and sent them back to us completely, preferably in their undamaged original packaging. You only have to pay the costs for a possible decline in value if this decline in value is attributable to your handling.

 

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PACKAGING ARTICLES

You want your returned articles to arrive safely and undamaged at Terracotta-Depot? The best way to return articles is to use an appropriate outer packaging which offers optimal protection, e.g. stable and padded cardboard boxes, padded packaging or wooden pallet.

Please note: Unfortunately, some post offices don’t accept parcels with our padded Terracotta-Depot mailing bags. It’s the best you would turn the bag insight-out so that there’s no advertising anymore. Otherwise, you could also use a neutral or non-printed , padded mailing bag.

The articles you wish to return should be placed in the shipping packaging with their undamaged original packaging intact and all labels.

Important: When returning terracotta, please always ensure that it is sufficiently padded!

 

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ENCLOSE DELIVERY NOTE

Before you close your package, please enclose the delivery or shipping note (or a copy of the shipping note) so that we can process your return as quickly as possible and without any delays. Alternatively, you could also enclose a copy of the invoice we already sent to you with e-mail. If you can’t find your invoice anymore, just contact us via e-mail. We’ll send you a new invoice immediately.

 

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SUFFICIENT FRANKING

Please return the articles postage paid (not carriage forward) to the following address:

Terracotta-Depot

- Customer Service -
Lixstrasse 15/1
74072 Heilbronn
Deutschland

Please understand that we can’t offer free return labels as we’d rather offer you affordable bargains! Different to other online retailers we don’t include the costs for possible returns into sales prices so that we can offer you even more affordable prices.

Free returns for clients with private PayPal Accounts!
If you paid for your order via private PayPal account, you may ask PayPal directly to refund the costs for returning the articles. This service is for free. You just need to activate the service and it also works afterwards!

For more information concerning this service please have a look at the PayPal website. If you have any questions regarding the service, please contact PayPal directly.

 

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RECEIVE REFUND

As soon as the articles arrive at Terracotta-Depot, we’ll check and process your returned articles at cyberspeed. Usually, it takes 3 to 5 working days to refund the already paid purchase amount. Sometimes we are running off our feet (e.g. in Spring, for Easter or Christmas) and so it might happen that it takes up to 14 days to process and refund your returned articles.

Important: If you would like to have another size or another article, please place a new order.

This is the best way to get your new articles as fast as possible.

The return of an order will be processed separately!

 

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FAQ RETURNS & REFUNDS

If you cannot find your question here, please use the contact form and send us an inquiry directly.

Can I return articles for free?

Please understand that we can’t offer free return labels as we’d rather offer you affordable bargains! Different to other online retailers we don’t include the costs for possible returns into sales prices so that we can offer you even more affordable prices.

Free returns for clients with private PayPal Accounts!
If you paid for your order via private PayPal account, you may ask PayPal directly to refund the costs for returning the articles. This service is for free. You just need to activate the service and it also works afterwards!

For more information concerning this service please have a look at the PayPal website. If you have any questions regarding the service, please contact PayPal directly.

What do I have to pay for returning articles?

Depending on the delivery service and the shipping method you use, the prices might vary. Therefore, we can’t exactly tell you how much you’ll have to pay. Have a look at the prices online and ask at your next post office or shipping company.

Can I exchange articles?

Of course, yes!

Please follow the return and refund instructions as described above - in 4 simple steps.

Important: If you would like to have another size or another article, please place a new order.
This is the best way to get your new articles as fast as possible.

The return of an order will be processed separately!

Who pays for shipping when I place a new order?

Since our shipping conditions and prices are calculated truly low and fair, you’ll have to pay for shipping when placing a new order.

Please check our free shipping articles, promotions and offers in our online shop! Free delivery and free of shipping costs - we will pay the shipment fees for you!

Here you find further information concerning shipping costs.

How and when will I get my money back?

As soon as the articles arrive at ToscanaVersand, we’ll check and process your returned articles at cyberspeed. Usually, it takes 3 to 5 working days to refund the already paid purchase amount.

We refund the purchase amount the same way you paid (e.g. PayPal, instant transfer, Amazon Payments, Masterpayment, bank transfer). If you paid via bank transfer, it might take a little bit longer to refund you.

Sometimes we are running off our feet (e.g. in Spring, for Easter or Christmas) and so it might happen that it takes up to 14 days to process and refund your returned articles.

How do I make a complaint regarding a defective article?

Should you have received a defective article, just make a complaint using a simple form. To open this return form, please click here. Please fill in all mandatory fields.

Our Terracotta-Depot Customer Service will contact you as quickly as possible to find the best solution.

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