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Returns & Refund Policy

 

This policy outlines your rights and our procedures regarding returns, refunds, and cancellations.

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1. Scope

This policy applies to all purchases made through TerraSoil.

Different conditions apply depending on whether you are:

  • A consumer (B2C)

  • A business customer (B2B)

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2. Right of Withdrawal (Consumers Only)

 

In accordance with EU Consumer Rights legislation, consumers have the right to withdraw from a purchase within 14 days of receiving the goods, without providing a reason.

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To exercise this right:

  • You must notify us via email at info@terrasoil.eu within 14 days

  • You then have an additional 14 days to return the item

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3. Conditions for Returns (Consumers)

Returned items must:

  • Be unused

  • Be in original packaging

  • Be in resellable condition

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The customer is responsible for:

  • Return shipping costs

  • Ensuring the product arrives safely

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4. Non-Returnable Items

Due to the nature of our products, the following are not eligible for return:

  • Opened or used soil products

  • Living or biological products (e.g. microbes, nematodes, springtails)

  • Perishable goods

  • Products affected by improper storage or handling

These restrictions are necessary to ensure product integrity and safety.

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5. Damaged or Incorrect Items

If you receive:

  • A damaged product

  • An incorrect item

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You must:

  • Contact us within 48 hours of delivery

  • Provide photos as evidence

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We will:

  • Offer a replacement

  • Or provide a refund where appropriate

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6. Refund Process

Once a returned item is received and inspected:

  • Approved refunds will be processed within 5–10 business days

  • Refunds will be issued using the original payment method (where possible)

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Shipping costs are non-refundable, unless the return is due to our error.

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7. Business Customers (B2B)

For business customers:

  • There is no automatic right of withdrawal

  • Returns are accepted only if agreed in advance

  • Refunds are not guaranteed unless goods are defective

This reflects the commercial nature of business purchases.

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8. Order Cancellations

Orders may be cancelled:

  • Before dispatch → full refund

  • After dispatch → treated as a return

Custom or prepared orders may not be cancellable once processing has begun.

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9. Improper Use & Liability

Refunds will not be issued for:

  • Incorrect application of products

  • Environmental factors affecting results

  • Crop failure or performance expectations

Customers are responsible for using products correctly.

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10. Contact

📍 TerraSoil, Triq Indri Psaila, Handaq, Qormi, Malta

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