Returns and complaints

Since 01.03.2025, we only accept returns that are accompanied by a completed return form. Please note: We can only accept unworn, undamaged, and unfinished goods.

Please enclose the completed return form with the goods and send it to us in advance by e-mail to: info@terrax.de

You can find the return receipt here.

Please send the goods to the following address:

TERRAX Außenhandels-GmbH

Barbarastraße 62

46282 Dorsten

Germany

We would like to point out that returns from 01.03.2025 must be sent to us at your own expense. If we have the goods collected from you, the collection costs will be deducted from the credit note.

After your return has been checked and processed, you will receive your credit note.

Please note that the goods must be checked for defects and completeness immediately, i.e. within a maximum of 14 working days of receipt. This applies in particular before further processing with textile printing or similar.

Return of sample items

Please ensure that the items are returned to us undamaged, undamaged and - if outer packaging was present - in this packaging.

Complaints

Please send your complaint by e-mail to info@terrax.de. If it helps to clarify the matter, please attach a photo to the e-mail. This will enable us to better assess whether the complaint can be recognized and whether it is necessary to return the item.

Please include the following information in the email:

·         Delivery note/invoice number

·         item number

·         quantity

·         color

·         size

If necessary, we will collect the goods from you at our expense and discuss possible solutions for rectification with you.

Important: If no complaint is made within 14 days of receipt of the goods and before further processing, you as the buyer assume responsibility. It is therefore essential that you check the delivered goods in advance for possible defects such as holes, torn seams or similar.

Transport damage

We and the parcel service providers make every effort to prevent transport damage. In rare cases, however, transport damage may still occur. In this case, we will of course deliver the items to you as quickly as possible free of charge. However, it is essential that you notify us of the transport damage by e-mail or fax immediately after receipt of the goods (within 24 hours).

Cancellation policy

You will find the cancellation policy and further information on the statutory right of withdrawal in our General Terms and Conditions.