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RETURN & REFUND POLICY

HOW TO PROCEED

The customer can complain about the stove in three ways:

1. If the shipping company damages the stove in transit:

When the customer receives the parcel and notices that the packaging is damaged, he/she does not accept the stove, signs a document to the courier about the return / non-acceptance or damage to the parcel and the customer will be refunded the full amount paid to the bank account or, by agreement, another stove will be sent.
A picture of how the stove arrives packed: Figure 1.1.

The customer must be present in person when collecting the stove. He can also unpack the stove and check it before the courier. The stove will arrive packed on a EURO pallet in OSB crates. To open the crate it is necessary to have a tightener / drill / screwdriver with you. If after unpacking the customer finds that there is something damaged on the stove, he will return the stove. They will sign a non-acceptance/return or damage report to the courier and the customer will be refunded the full amount paid to their bank account or sent another stove if agreed.
Figure 1.1.
2. If the customer decides to return the stove within 14 days without giving any reason:

Each customer has the right to return the stove within 14 days of receipt without giving a reason, inform us of the return by e-mail to info@top-terracotta.eu. The customer shall pack the stove in the same packaging in which it was delivered:
2.1 Place the stove on a EURO pallet with a backing board (same as the stove received)
and support the legs with squares if they were part of the delivery. Figure 2.1.
2.2. Wrap the stove in bubble wrap. Figure 2.2.
2.3. Fix the stove with gurnets and pull in. Figure 2.3.
2.4 The stove will jam. Figure 2.4.
2.5. He sticks the barcode labels for the courier company, which we will send him, and he also sticks 5 stickers on each side of the package, including the top, with the marking SHORT GOODS (we will also send these stickers by e-mail). Figure 2.5.
2,6. Will send us 3-5 pics from different angles to see the quality of the pack.

Transportation to our headquarters is ordered by our company. We will send the customer barcode labels for the courier company to stick on the packaging apolu with 5 stickers that it is a fragile goods. Upon receipt of the stove, we will send the customer on account the full amount paid minus the cost of the courier.

WE RECOMMEND NOT TO THROW AWAY THE PACKAGING AFTER DELIVERY AND KEEP IT FOR AT LEAST A MONTH!
Figure 2.1.
Figure 2.2.
Figure 2.3.
Figure 2.4.
Figure 2.5.

3. If the customer decides to claim the stove during the first 2 years of use

The warranty on the delivered goods is 2 years as standard. Each customer has the right to return the stove within 2 years, stating the reason, informing us of the return by e-mail to info@top-terracotta.eu. Customer will send us a photo of the problem and if no solution is found, the customer will pack the stove in the same or similar packaging in which the stove was delivered to them:
3.1 Place the stove on a EURO pallet with a backing board (the same as received) and support the legs with squares if they were part of the delivery or support the legs of the stove tightly in some other way. Figure 3.1.
3.2 Wrap the stove in bubble wrap. Figure 3.2.
3.3. The stove is fastened with shackles and retracted. Figure 3.3.
3.4 The stove will jam. Figure 3.4.
3.5. Customer will stick the barcode labels for the courier company, which we will send to him, and also stick 5 stickers on each side of the package, including the top, with the marking FRAGILE GOODS (we will also send these stickers by e-mail). Figure 3.5.
3,6. Customer will send us 3-5 photos from different angles to see the quality of the pack. Transportation to our headquarters is ordered by our company. We will send the customer barcode labels for the courier company to stick on the packaging apolu with 5 stickers that it is a fragile goods. Upon receipt of the stove, we will send the customer on account the full amount paid minus the cost of the courier.
WE RECOMMEND NOT TO THROW AWAY THE PACKAGING AFTER DELIVERY AND KEEP IT FOR AT LEAST A MONTH!
Figure 3.1.
Figure 3.2.
Figure 3.3.
Figure 3.4.
Figure 3.5.

RETURN SHIPPING COSTS TO OUR WAREHOUSE:

Slovakia – €50
Czech Republic – €80 (CZK 2,000)
Poland – €80 (PLN 350)
Hungary – €90 (HUF 32,000)
Croatia – €100
Slovenia – €120
Lithuania – €100
Latvia – €130
Estonia – €150
Italy – €130
Spain – €150
France – €130
Portugal – €190
Austria – €80
Sweden – €250
Denmark – €150
Germany – €150
Finland – €160
United Kingdom – €250 (GBP 220)

We will arrange the return transport, as we have contracts with transport companies and the shipping cost will be lower than if you arranged the transport yourself.

We will send you a shipping label with a tracking code by email. The label must be attached to the shipment, together with 5 stickers marked “FRAGILE”.

Once we receive the returned shipment, we will refund the amount paid for the ordered goods, minus the cost of return transport to our warehouse. The refund will be issued within 30 days, together with a credit note.

Kind regards,
Ing. Peter Sučanský
Peter Sučansky s. r. o.