Refund policy
UNDELIVERED PACKAGES
In the case of a package not finding its way to you and being returned to us, we will make every attempt to contact you to arrange for re-shipment. You will be united with your Terbodore delights, we promise. Should the package remain undelivered or uncollected for a period of 30 days, your package will be sold to defray expenses and your payment forfeited and it will be assumed that you have abandoned your goods.
CANCELING ORDERS
If you change your mind (errr… but why on earth would you?) you are entitled to cancel any sale concluded on this Website within 7 days after date of receipt of the goods. In such an event:
- the full value of the purchase price less shipping costs will be refunded to you within 30 days of you notifying us via email to online@terbodore.com of your intent to cancel
- you undertake not to open or use the Goods
- you will have to bear the shipping cost of returning the goods to us
If your order delivery is delayed for more than 7 days from the stipulated delivery date (or where none is specified, beyond 30 days from the order date) you are also entitled to cancel your order. Please read the Return Policy for further details. All of this will be subject to us actually receiving the goods (unopened, not damaged and in good order) within the allotted time frame.
RETURNS / REFUND POLICY
We hope that each order brings you a sense of the joy it was produce with, but we are not machines, and no matter how hard we try, mistakes can happen. So if on receiving your order you find you’re your goods are damaged, or the product supplied is not the same as what was ordered, we will gladly provide you with a replacement or refund as long as you return the goods to us unopened and unused in their original packaging.
DAMAGED GOODS
- Please email us at online@terbodore.com from the email address used to make the purchase within 7 days
- When the product is received in a damaged condition from our couriers it should be clearly noted on the POD (“Proof of Delivery”).
INCORRECT GOODS
- Please email us at online@terbodore.com from the email address used to make the purchase within 7 days.
If the Goods have been approved for return we will notify you and either arrange for our couriers to collect the item from you OR request that you post it back to us OR ask you to return the item to our roastery location (dependent on the individual circumstances and original order’s shipping method) within 14 days.
Should you need to post the Goods to us please be sure to use our postal address (available above under ‘Contact Information’) and please package the goods carefully so that they do not become damaged en route. Please include a copy of your original invoice with any return.
Once your returned product has been received at our roastery we will endeavour to make sure your refund is back in your account within 7 days.
WHAT HAPPENS IF THE PRODUCT I HAVE BOUGHT IS FAULTY?
If within 6 months of purchase, you have used a product and found it to be faulty, we will collect the product at our expense and either replace, refund or repair the item, depending on the circumstance. To initiate this process you will need to contact us on online@terbodore.com to explain the issue. We will do our best to action your query as quickly as possible. Some products have longer warranties than others. These warranties are usually listed on the product page of each relevant product.
