Terms & CONDITIONS
AGE REQUIREMENT To make purchases on TerpeneTemple.eu, you must be at least 18 years old or of legal age in your country. By agreeing to our terms and making a purchase, you acknowledge and accept these conditions.
RETURN POLICY As a customer, you have a 14-day window to return your purchase (from the day it was received for online orders). The item must be unused, in its original packaging, and with unbroken seals. If any part of the product or packaging is missing or damaged, you are responsible for associated costs. Once we receive the return in good condition, we will issue a refund within 10 working days, excluding shipping and payment method fees.
Please note that you are responsible for return shipping costs. Before sending anything back, you must inform us. For safety reasons, ensure proper packaging and choose a traceable shipping method. If items are damaged or lost during return shipping, you are liable for any resulting costs. Please inform us of your return here.
If you fail to collect your order, it will be treated as non-collected.
NON-COLLECTED / NON-DELIVERED PACKAGES Your parcel will be held at your shipping agent for a specified period (7 days for PostNord agents or 14 days for other agents). For home delivery, two attempts will be made before the parcel is returned to us.
If you contact us within 7 days of a parcel being returned, you will be refunded the order cost minus shipping fees and payment method charges (SEK 79 for free shipping). If no contact is made within 7 days, the refund will also include an additional administration fee of SEK 100.
Please be aware that opting for non-trackable shipping (Letter) means the package is uninsured, and lost items will not be replaced by Trade Temple AB. Ensure correct addressing and use ‘c/o’ if applicable. In case of a lost Letter, we require up to 3 weeks to investigate.t
We recommend choosing a trackable shipping method for insurance and traceability.
COMPLAINTS For damaged or incorrect items, contact our customer service within 7 days of receiving your order. Provide order details and images to [email protected]. Do not return anything until instructed by our customer service. Returned items must be unused and in original condition. Once your complaint is approved, we will provide a return shipping label.
Most complaints can be resolved by mail contact. If further investigation is required, we will provide an assessment within 7 working days.
DELIVERY DAMAGES If your package is damaged upon receipt, file a complaint with the transport company. If damage is noticed later, contact us. Damages are assessed individually. Email order details and images to [email protected] within 7 days for resolution. We will replace damaged items if unused and damage occurred during transport, and you reported it promptly.
POSTAGE AND FEES We follow our transporters’ terms and pricing for deliveries. Orders over 599 SEK qualify for free tracked shipping within Sweden. EU Orders over 1198 SEK also qualify for free express shipping. Resellers receive free shipping on orders over 4000 SEK (excluding taxes). For orders within Gothenburg, free delivery is available for orders over 2000 SEK (excluding taxes); otherwise, a 100 SEK delivery fee applies.
PAYMENT METHODS
- Card Payment: Pay immediately with your bank or credit card. Contact your bank for card-related issues.
- Money Transfer (Sweden): Transfer the total amount to the specified BG account, including your order number. Orders are dispatched upon payment confirmation within 5 bank days. No payment confirmation will be sent.
- International Transfers: Use the provided IBAN and BIC. International transfer fees are the customer’s responsibility.
PRECAUTIONS
- VAT: Our prices include 25% VAT unless otherwise stated. We reserve the right to adjust prices due to uncontrollable factors.
- Order Confirmation: An order confirmation is automatically sent to your provided email and mobile number. Keep it for reference.
- Receipt: Your email order confirmation serves as your receipt. Contact [email protected] for detailed receipts.
- Customs: We are not responsible for customs or restrictions on international shipments.
- Misprint: We reserve the right to correct misprints on our website or on packaging.
- Disputes: Disputes will be settled in a Swedish court. We disclaim liability for product usage. Contact the manufacturer for product-related queries.
- Force Majeure: Neither party is liable for failures or delays due to Force Majeure events.
