Returns

 

The address in which the products have to be sent for return is:

XTERRA Europe SMPC

Office Plus+ Business Centre Gounari 78, 16561 Glyfada Athens Greece

Returns due to error

In the case that we deliver a different product or a different quantity from the requested, you should notify us within four (4) calendar days upon receipt and we will recommend you a FREE method, so we can take it/them back and either resend you your order or cancel the order. In order for the return to be accepted, the following must apply:

  • The package should be intact without damage and tears, and should include all the documents it originally included upon delivery.
  • The product(s) need to be in its original condition and intact.

Returns of defective/damaged products  

In case of a construction defect, we will proceed as following:

  • The product(s) considered with a construction defect should be shipped back to us within four (4) calendar days upon their receipt. The return of the product(s) to the company is made exclusively via DHL courier service.
  • The package you wish to return should include all the documents it originally included upon delivery. The product(s) need to be in its original condition and intact.
  • Just as we receive the package, we will inspect the condition of the product(s) and we will inform you as soon as possible via email. If we acknowledge the construction defect, we will fix it or we will replace the product(s) accordingly. In case none of the above is possible, we will proceed to refund within ten (10) working days, without our further liability whatsoever (shipping costs are not returned).
  • The shipping costs, for both the return of the product(s) to the company and the delivery of the replaced product(s) to the customer, are charged to the company.
  • In case we receive the product(s) damaged or there is something missing, we reserve the right to ask for compensation from the customer, the amount of which will be determined by the condition of the product(s), and to proceed unilaterally to total or partial offset of our claim towards the customer.

In the unfortunate case that the product(s) is/are delivered damaged, please inform, within 8 hours upon receipt, the courier company to take responsibility as well as our company, at shopeu@xterraplanet.com in order to assist you.     

  • Replace of non-defective product(s)

You reserve the right to replace the product(s) within a period of fourteen (14) calendar days upon receipt. In that case we will proceed as following:

  • The package should be intact without damage and tears, and should include all the documents it originally included upon delivery.
  • The product(s) need to be in its original condition and intact.
  • Just as we receive the package, we will inspect the condition of the product(s) and we will inform you as soon as possible via email. The acceptance or not of the returned product will be done after it has undergone a quality check from our company and the state of the returned product has been evaluated.
  • Shipping costs for both the return of the product(s) to the company and the delivery of the replaced product(s) to the customer, are charged to the customer. We are not liable for any damage, loss or theft that may occur while shipping the product(s) back to the company.
  • In case we receive the product(s) damaged or there is something missing, we reserve the right to ask for compensation from the customer, the amount of which will be determined by the condition of the product(s), and to proceed unilaterally to total or partial offset of our claim towards the customer.

Please be aware that may be exceptions for specially made products and other items.

  • Customer’s right of unjustified withdrawal

You reserve the right to withdraw from the purchase within a period of fourteen (14) calendar days upon receipt of the product(s). The withdrawal takes place under the following conditions:

  • The withdrawal is declared in writing (via email at shopeu@xterraplanet.com).
  • The withdrawal is unjustified.
  • The customer should return the product(s) within fourteen (14) calendar days from the day he/she notified us of his/her request for withdrawal. The customer should return the product(s), with all its/their included items, the accompanying documents and its/their packaging in original condition and intact.   
  • We are obliged to return to the customer the amount of money we received within fourteen (14) calendar days from the day he/she notified us of his/her request for withdrawal, under the condition that we have received the product(s). Shipping costs are not returned.
  • Shipping costs for the return of the product(s) to the company are charged to the customer.  
  • In case we receive the product(s) damaged or there is something missing, we reserve the right to ask for compensation from the customer, the amount of which will be determined by the condition of the product(s), and to proceed unilaterally to total or partial offset of our claim towards the customer.

Please be aware that may be exceptions for specially made products and other items.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.