Terugbetalingsbeleid

Returns and Refund Policy

We hope you are happy with your order from TERRU. If you would nevertheless like to return something, you can find our return conditions below.

Cooling-off period and registering a return

You have the right to cancel your order without giving a reason within 14 days of receiving it. Please notify us within this period using our contact form if you wish to exercise your right of withdrawal.

After notifying us, you have an additional 14 days to return the order.

Please include the following information:

your name;
your order number;
the products you wish to return.

We will then provide you with the return instructions.

Return conditions

Coffee may be returned if:

the packaging is unopened and undamaged;
the seal is fully intact;
the product is, where reasonably possible, in its original packaging;
the product is packaged securely for return shipping.

Due to the nature of coffee, opened packages cannot be resold. If the packaging has been opened or the seal has been broken, a reduction in value may therefore be applied. Depending on the condition of the product, this reduction may amount to the full purchase price.

This does not affect your statutory rights if a product has been delivered incorrectly, damaged or defective.

Return shipping costs

The cost of returning an order is your responsibility, unless:

you received the wrong product;
the product was damaged or defective upon delivery;
TERRU has agreed otherwise in writing.

TERRU is not responsible for return shipments that are lost or damaged during transit. We therefore recommend packaging your return carefully and retaining proof of shipment.

Returns can be sent to:

TERRU
Hooftskade 104
2526 KB The Hague
The Netherlands

Please do not return an order without notifying us in advance.

Refunds

If you return your entire order, we will refund the purchase price and the cost of the standard delivery option offered by us. Any additional costs resulting from your choice of a more expensive delivery method will not be refunded.

If you return only part of your order, the original shipping costs will not be refunded.

We will issue the refund no later than 14 days after receiving your return notification. We may withhold the refund until we have received the returned products or until you provide evidence that they have been shipped.

The refund will be made using the same payment method used for the original purchase, unless otherwise agreed.

Damaged or incorrectly delivered products

Please inspect your order promptly after delivery. If you received the wrong product or your order arrived damaged, contact us as soon as possible using our contact form and include:

your order number;
a description of the issue.

If your complaint is valid, we will provide an appropriate solution free of charge, such as a replacement or refund.

Taste and personal preference

Taste is subjective. Coffee that does not match your personal taste preferences is not automatically considered defective. Please feel free to contact us; we will be happy to help you adjust your brewing method or recipe.