Terralpineo operates in strict accordance with the Swiss Code of Obligations
(CO) and
the Federal Act on Data Protection
(FADP). Under Swiss legislation, while there is no statutory "right of
withdrawal"
for online purchases as found in
other regions, we voluntarily provide a 30-day window to ensure our customers are
satisfied with their decorative
pieces. This policy is designed to be transparent and compliant with Google’s
requirements for clear disclosure of
return processes.
We exclusively serve the Swiss market. By focusing on domestic transactions, we
ensure
that every interaction follows
local trade regulations. Please note that our specific return criteria are limited
to
instances where the product
arrives in a condition that does not match our high-quality standards.
Pillar 2: Damaged or Incorrect Items
If you receive a decorative item that is physically compromised or does not match the
description of what you ordered,
please take the following steps immediately:
Notification: Email us at [email protected]
with your order
details.
Arrangement: We will coordinate a pickup from your location.
This service is
provided at no cost to you, as we believe
you should not be responsible for issues occurring during transit or processing.
Inspection: Once the item reaches our facility, we conduct a
detailed
assessment within 24 hours to determine if the
item is eligible for a replacement or a refund.
Please be aware that we do not facilitate returns or exchanges for a change of mind.
We provide extensive details and
imagery for all our items to help you make an informed decision before purchase. We
encourage you to finalize your
selection only when you are certain it fits your needs.
Pillar 3: Refund Timeline and Method
Because we operate using a Cash on Delivery (COD) model, we do not
have access to your fiscal details at the time of
purchase. Should a refund be necessary; either because a replacement is unavailable
or the item is beyond repair, the
following steps occur:
Information Request:We will reach out via email to request your
bank transfer details.
Initiation: Upon receiving these details, we process the
transfer for the full amount paid at the doorstep.
Processing Time: It typically takes between 5 to 6 business
days for the funds to reflect in your account. This
duration depends on the internal procedures of your specific banking provider.
We ensure that the entire amount is returned without any deductions for restocking or
handling, provided the return
meets the criteria for damaged or incorrect merchandise.
Pillar 4: Support and Contact
Our dedicated team is available to assist you with any questions regarding your order
or the return process. We aim to
provide a humanized and helpful experience for all our Swiss customers.
We strive to respond to all inquiries during these hours to ensure your concerns are
addressed promptly. Your trust is
important to us, and we are here to help make your experience with our brand as
smooth as possible.