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Info Exchange & returns

Have you received the goods and want to return an item/items?

Terranova offers you two options:

1. Return by delivering the goods to one of the many stores in Italy.
In that case, you just need to show the cashier the Original Sales Invoice (received as an attachment to the Payment Confirmed email) and an ID. The sales staff will proceed to take back items purchased on the site, provided that the withdrawal is done within 28 (twenty eight) days from the day of receipt, that they are intact, have not been worn, and are complete with their original packaging, tags and labels, and will give you a "Return Accepted" receipt. Within the following days, you will receive a Credit Note via e-mail and you will be refunded for the costs incurred in purchasing these items through the payment method used for their purchase (Credit Card/PayPal).
2. Return items by using the form that you can find under "Changes and Returns for online purchases".
Fill in the required form by clicking here enter all the information and submit it. At this point you just have to send the goods to the address indicated. As stated in paragraph 10 of "Terms of Sale": 10.1. The CUSTOMER has the right to terminate the contract with TEDDY, without penalty and without specifying the reason, within 14 (fourteen) days from the day of receipt, or collection from the store, of the PRODUCTS purchased on the SITE, provided that the products to be returned are intact, have not been worn, and are complete with their original packaging, tags and labels, as described in greater detail in paragraph 10.4. It is not possible to exchange the item selected for another. 10.2. If the right of return is exercised, even in part, all the PRODUCTS must be returned together. 10.3. Contact a shipper of your choice and, within fourteen (14) days of notification by e-mail of withdrawal, send the goods to be returned to TEDDY S.p.a. - LOGISTICA B2C - Via Coriano 58, GROS RIMINI Block 97, 47924 Rimini. In this case. the CUSTOMER assumes any responsibility in case of loss or damage to the products themselves during transportation and up to the time of delivery to TEDDY. 10.4. All PRODUCTS are sold with an identification tag, internal labels and their own packaging. In the event of exercise of the right of withdrawal by the CUSTOMER, TEDDY reserves the right  not accept the restitution of RETURNED PRODUCTS that are without their tag and inside labels, and that have been used, worn, washed, damaged or suffered changes to their original and qualitative characteristics. 10.5. If the right of withdrawal is exercised in conformity with the terms and procedures described in this article, TEDDY will send the CUSTOMER as soon as possible via e-mail confirmation of acceptance of the RETURNED PRODUCTS and refund the costs incurred by the CUSTOMER for the purchase of such products, through banking procedures. 10.6. It is forbidden in all cases to return cash on delivery

Method of refund

If, once the goods have arrived at our warehouses and found to be completely in order, Terranova will proceed to refund the value of the goods, and you will be notified by e-mail with the attached Credit Note. The refund will be made to the customer's account if the purchase was made through PayPal or directly to the customer's card if a Credit Card was used. This refund will be effective in your account or on your card about 6/7 working days after e-mail confirmation of the return. In any event, the timing depends on the customer's bank.

CHANGES

Terranova does not accept changes but only returns, so it is not possible to exchange the chosen item for another, even if the return takes place at a physical store; the only option is to return the item you want to change (size/colour) and then, after confirming availability, place a new order/purchase by selecting the correct item.

Return due to product defects or deformations

Terranova offers you two options:
1. Return by delivering the goods to one of the many stores in Italy.
In that case, you just need to show the cashier the Original Sales Invoice (received as an attachment to the Payment Confirmed email) and an ID. The sales staff will proceed to take back items, provided that the items are intact, have not been worn, and are complete with their original packaging, tags and labels, and will give you a "Return Accepted" receipt. Within the following days, you will receive a Credit Note via e-mail and you will be refunded for the costs incurred in purchasing these items through the payment method used for their purchase (Credit Card/PayPal).
2. Return items by using the form that you can find under "Changes and Returns for online purchases".
Fill in the required form by clicking here enter all the information and send it. Subsequently, Terranova at its own expense will personally contact the courier, who will collect the goods from the shipping address or billing address used. If, once the goods have arrived at our warehouses and found to be completely in order, Terranova will proceed to refund the value of the goods, and you will be notified by e-mail with the attached Credit Note. The refund will be made to the customer's account if the purchase was made through PayPal or directly to the customer's card if a Credit Card was used. This refund will be effective in your account or on your card about 6/7 working days after e-mail confirmation of the return. In any event, the timing depends on the customer's bank.