Payment & Shipping
PAYMENT POLICY
1. Payment Methods
We accept the following payment methods through Shopify Payments and additional payment providers:
- Credit and debit cards: Visa, MasterCard, Maestro, American Express
- PayPal
- Apple Pay and Google Pay
- Klarna: pay in instalments (Pay in 3)
- Local payment methods (where available)
All payments are processed through a secure SSL-encrypted connection.
2. Ordering Process
- Add your selected TERI product to the shopping cart.
- Proceed to checkout.
- Enter your shipping and contact information.
- Select your preferred payment method.
- Review the total amount, including shipping costs and applicable taxes.
- Confirm your payment.
After your payment has been successfully processed, you will receive:
- an order confirmation email;
- a shipping confirmation email with tracking information once your order has been dispatched.
3. Payment Security
- Shopify is certified to PCI DSS Level 1, ensuring secure handling of cardholder data.
- We do not store your payment card information on our servers.
- All transactions are processed through secure payment gateways.
RETURN & REFUND POLICY
4. Right of Withdrawal and Order Cancellation
In accordance with EU Consumer Rights Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 calendar days from the date you receive your order, without providing any reason.
To exercise your right of withdrawal, you must notify us before the withdrawal period expires via:
- Email: terishopes@gmail.com
- WhatsApp: +34 685 580 971 (Mon–Fri, 10:00–17:00)
- Contact form: terishop.es/pages/contact
If your order has not yet been shipped, it may be cancelled immediately.
Once you have notified us of your withdrawal, you have 14 additional days to return the product.
Return shipping costs are the responsibility of the customer unless the product is defective or we made an error with your order.
Refunds will be processed within 14 days after we receive the returned item or proof that it has been shipped back. Refunds will be issued using the original payment method.
5. Returns
We accept returns provided that:
- the product has not been used;
- it is returned in its original packaging;
- all accessories are included (such as the HEPA filter, power cable, and user manual);
- the product shows no signs of use, dirt, or customer-caused damage.
Returns of products that have been used or damaged due to improper handling cannot be accepted.
Please note: Replacement HEPA filters cannot be returned once their packaging has been opened, as they are considered personal hygiene products.
After inspecting the returned product, we will either:
- issue a refund using the original payment method; or
- replace the product with a new one, where applicable.
6. Warranty
All TERI products include:
- a 5-year TERI Commercial Warranty; and
- the statutory legal guarantee provided under applicable consumer protection laws.
If you receive a damaged, defective, or faulty product:
- please contact us as soon as possible (preferably within 5 days of delivery);
- include photos or videos clearly showing the issue.
Depending on the circumstances, we will provide:
- a replacement product;
- a free repair;
- or a full refund.
7. Dispute Resolution
We are committed to resolving any issues quickly and fairly.
If you are not satisfied with our proposed solution, you may open a dispute through PayPal or request a chargeback from your card issuer or bank.
If you paid for your order with Klarna, any dispute regarding that order will be handled directly through Klarna, in accordance with its terms and procedures.
Where necessary, we will provide supporting documentation, including shipping confirmation, product photos, and communication records, to facilitate the resolution process.
Most issues are resolved directly with our customer support team without the involvement of payment providers or financial institutions.
8. Contact Information
Email: terishopes@gmail.com
WhatsApp: +34 685 580 971
Customer Support Hours: Monday–Friday, 10:00–17:00
Email Response Time: 24–48 hours