Refund policy

PROTECTED DELIVERY TERMS AND RETURN POLICY

Version: v3.0 — Last updated: 21.04.2026

Merchant: Terra Ross Ltd., UIC 201730901 Address: 7 P. Hitov Street, 7200 Razgrad, Bulgaria Email: info@terra-ross.com Website: terra-ross.com

I. Protected Delivery Terms

1. General Information

The Protected Delivery service is an optional paid feature offered by Terra Ross Ltd. through the website terra-ross.com. It provides enhanced protection during transportation, receipt, and potential return of your order. This service supplements but does not replace your legal consumer rights under applicable consumer protection laws, including the Bulgarian Consumer Protection Act (CPA) and EU law.

2. Scope of the Service

Protected Delivery is available only to customers who have explicitly selected and paid for it at checkout. It applies to shipments delivered to:

  • All EU Member States
  • United Kingdom
  • Switzerland

For deliveries outside these territories, standard delivery and return terms apply.

3. Customer Rights and Benefits

When the Protected Delivery service is activated and paid for, the customer receives:

  • No-Questions Return — the right to return products within 24 hours after receipt, without providing a reason. Return shipping costs are fully covered by Terra Ross.
  • Priority Support — any report of loss, damage, missing items, or discrepancies is reviewed and initially answered within 2 business days.
  • Assistance with Claims — help preparing documents or courier reports when necessary.

4. Service Fee

The service fee is: minimum of 15€, or 10% + 5€ surcharge of the order total — whichever is higher.

The fee is automatically calculated at checkout and paid together with the order. It is non-refundable once the parcel has been handed over to the courier, unless the order is canceled before shipment.

5. Procedure in Case of a Problem

The customer must notify Terra Ross within 24 hours of receiving the shipment in case of a return request or any detected issue (loss, damage, discrepancy).

Contact options:

  • Email: info@terra-ross.com
  • Website contact form
  • Online chat

Once the issue is reported, Terra Ross will arrange free return shipping and inform the customer of the pickup time. If the issue is confirmed, the amount for the affected item will be refunded within 5 business days via the original payment method. The Protected Delivery fee is non-refundable.

6. Limitations

The Protected Delivery service does not cover:

  • damages caused by improper use or storage
  • fraudulent or abusive use of the service

7. Relation to Legal Rights

Protected Delivery supplements but does not override your legal consumer rights, including:

  • the 14-day right of withdrawal (Articles 50–56 of the Bulgarian CPA)
  • the right to file a complaint (Articles 112–115 of the CPA)

8. Liability and Force Majeure

The merchant's liability is limited to the value of the affected items, excluding shipping costs. Terra Ross is not liable for indirect damages, courier delays, or incorrect data provided by the customer. Neither party is responsible for non-performance due to force majeure (natural disasters, war, strikes, accidents, regulatory restrictions, etc.)

9. Personal Data

Customer data is processed solely for the purpose of providing the Protected Delivery service, under Article 6(1)(b) of the GDPR. For more details, see our Privacy Policy.

10. Final Provisions

These terms form an integral part of the General Terms of Use of terra-ross.com. Protected Delivery is a voluntary paid service designed to offer extra safety, peace of mind, and satisfaction for customers receiving their orders.

II. Return Policy (14 Days)

You have 14 days from the date of receiving your order to request a return.

1. Return Conditions by Product Type

a) Fresh Truffles

Fresh truffles are a highly perishable product. Therefore, we do not accept returns on fresh truffles, except in cases of:

  • Incorrect product delivered
  • Visibly damaged packaging upon receipt
  • Significant deviation from the described quality

In case of a complaint, you must notify us within 24 hours of receipt, attaching photos of the product and packaging.

b) Frozen Truffles

Frozen truffles may be returned within 14 days of the date of receipt, provided that:

  • The product is intact and in its original packaging
  • The cold chain has not been interrupted (the product has remained frozen)
  • Accompanied by the original proof of purchase

c) All Other Products

For all other products in our range, we accept returns within 14 days of the date of receipt, provided that:

  • The product has not been opened and is in its original, undamaged packaging
  • All original tags are intact
  • Accompanied by the original proof of purchase

2. How to Initiate a Return

To start a return, contact us at info@terra-ross.com. Returns must be sent to:

Mebelna 3, 7200 Razgrad, Bulgaria

If your return is approved, you'll receive a prepaid return label and detailed instructions. Items sent without prior authorization will not be accepted.

3. Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and resolve it promptly.

4. Exceptions — Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (food, fresh products)
  • Custom or personalized products
  • Beauty or personal care products
  • Hazardous materials, flammable liquids, or gases
  • Sale items and gift cards

5. Exchanges

The fastest way to get what you want is to return your current item and place a new order after your return is approved.

6. EU Consumer Rights — 14-Day Right of Withdrawal

In accordance with Directive 2011/83/EU, consumers in the EU have the right to withdraw from the contract within 14 days, with the exception of perishable goods (Article 16(d)). Fresh truffles fall within this category. The item must be unused, with tags, in its original packaging, and accompanied by proof of purchase.

7. Refunds

Once we receive and inspect your return, we'll notify you whether your refund has been approved. If approved, it will be issued to your original payment method within 10 business days. Please note that banks or card issuers may take additional time to process refunds.

If more than 15 business days have passed since your return was approved and you haven't received the refund, please contact us at info@terra-ross.com.

Contact Information

Terra Ross Ltd. 7 P. Hitov Street, 7200 Razgrad, Bulgaria info@terra-ross.com | +49 177-159-2737