Refund and Returns Policy

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We want you to be happy with everything you order from Tervakiloq. If something is not right, here is how our return and refund process works.

Right of Withdrawal

As a consumer within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. The withdrawal period ends 14 days after the day you, or a third party you name (other than the carrier), receive the goods. For orders delivered in several parcels, the period begins when you receive the last parcel.

To exercise this right, please contact us at info@tervakiloq.com with your order number and a clear statement that you wish to withdraw from the contract. You can also use any other clear written statement. To meet the deadline, it is enough to send your withdrawal before the 14 day period has expired.

Return Conditions

To be eligible for a return, items should be:

1. Unused and in the same condition in which you received them.

2. In their original packaging where possible, with all parts and accessories included.

3. Accompanied by your order number or proof of purchase.

You are responsible for any loss in value of the goods resulting from handling beyond what is necessary to check their nature, characteristics, and function.

Items That Cannot Be Returned

For health and hygiene reasons, the statutory right of withdrawal does not apply to sealed goods that are not suitable for return once the seal has been broken. This applies, for example, to opened cleaning liquids, sprays, and similar products, and to hygiene items such as sponges or cloths that have been used. Products that are unopened and still sealed can be returned as described above.

How to Start a Return

Please email us at info@tervakiloq.com with your order number and the items you wish to return. Our team will reply with instructions on where to send the parcel. Please do not send items back to our business address without contacting us first, as this can delay your refund.

Refunds

Once we receive and inspect your returned items, we will notify you of the approval or rejection of your refund. Approved refunds are issued to the original payment method, and no later than 14 days after we have received your withdrawal. We may withhold the refund until we have received the goods back or you have shown proof that you have sent them back, whichever comes first. We refund the standard delivery costs from your original order, except for any extra costs arising from choosing a more expensive delivery method than our standard option.

Return Shipping Costs

You bear the direct cost of returning the goods, unless the item you received was faulty, damaged, or incorrect. In those cases we will cover the return shipping costs.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or is not what you ordered, please contact us as soon as possible at info@tervakiloq.com with your order number and a photo of the item, so we can resolve the issue quickly. Your statutory warranty rights remain unaffected.

Late or Missing Refunds

If some time has passed and you have not received your refund, please first check with your bank or payment provider, as processing times can vary. If you still have not received it, please contact us at info@tervakiloq.com and we will look into it for you.

Contact Us

For any questions related to returns or refunds, reach out to us at:

Email: info@tervakiloq.com