This page summarises how to return a product bought at terrakmachinery.com. The full and binding conditions are those set out in sections 7, 8, 9 and 10 of our Terms of Sale.
1. Right of withdrawal (30 days)
If you buy as a consumer, you may return any product because you have changed your mind or are not satisfied with it, even if it matches the description and the photographs, within 30 calendar days of receiving it. This extends the legal minimum of 14 days laid down in Spanish Royal Legislative Decree 1/2007. If the last day falls on a public holiday, it is enough to record your intention to return the product by email.
How it works
- Send your withdrawal request together with the invoice to [email protected].
- We will reply confirming acceptance and giving you the delivery address.
- You then have a maximum of 14 days from that acceptance to deliver the product.
Condition on return
The product must be unused and in the same condition in which it was sent, in its original packaging and fit to be sold as new, with all its components, cables, accessories and manuals. Any missing component will be replaced at your expense. If these conditions are not met, the product will be returned to you and the return will not be accepted.
Refund
The refund is issued through the same payment method you used, within a maximum of 5 days from our receiving the product in perfect condition. We refund the price of the product, not the associated services (insurance, shipping costs or payment method fees). Return shipping costs and payment method fees are at your expense. Where the original shipping was free and the product is returned, the corresponding shipping costs will be deducted from the refund.
The right of withdrawal does not apply to purchases made by companies or professionals, nor in the cases excluded by article 103 of Royal Legislative Decree 1/2007, such as goods made to your specifications or clearly personalised.
2. Faulty product or transport damage (48 hours)
If the product does not match what you ordered, has been damaged in transit or does not work properly, let us know within 48 hours of receiving it, by writing to [email protected] or calling +34 644 763 247.
Within that period we need you to send us:
- A photograph of the damage.
- A photograph of the box and the packaging.
- A photograph of the parcel label (essential).
Without this documentation the carrier will close the claim. It is also essential that you record the damage on the carrier’s delivery note at the moment of delivery.
We arrange collection from your address and the dispatch of the correct product, keeping you informed by email throughout. All collection and redelivery costs are borne by us. If you would rather withdraw than receive the correct product, the previous section applies, with the cost of the collection already made deducted.
3. Warranty
- New products: the 3-year legal guarantee of conformity from delivery, under Royal Legislative Decree 1/2007 for sales to consumers.
- Used or refurbished products: a 1-year warranty from receipt, extendable to 2 or 3 years at additional cost. Ask our sales team.
In sales to companies and professionals, the agreed warranty applies and, failing that, the one laid down in the Spanish Commercial Code. A copy of the invoice must be enclosed with any warranty claim.
The warranty does not cover damage caused by external events, accidents, misuse, lack of maintenance, failure to follow the instructions or changes in electrical voltage occurring after delivery, nor faults caused by incorrect installation or configuration or by an external component. Normal wear and tear from use is also excluded. Transport costs to our premises are at your expense; the cost of redelivery from our premises is borne by us.
4. Storage of goods awaiting collection
Once a return has been settled with a credit and the goods are awaiting collection, we offer 2 months of free storage at our premises. After that period a charge of €1.50 per day applies for storage and safekeeping, up to a maximum of 6 months from the settlement. If 6 months pass without word from you, the goods will be sent for recycling and any subsequent claim over them will be forfeited.
5. Questions and complaints
Write to us at [email protected] or call +34 644 763 247. Under Regulation (EU) 524/2013, the European Commission provides consumers with an online dispute resolution platform at https://ec.europa.eu/consumers/odr.