The customer has 48 hours to check the integrity and content of the parcel. After 48 hours, we will consider the customer has fully accepted the parcel: no claim for damage or failures with the shipment will then be accepted.
Each claim must be sent with pictures, whether it is for transport damage or if the product itself is damaged.
In case you receive a package damaged by transport, we advise you to contact us within 24 hours to be able to manage the incident with the transport company.
In accordance with current legislation, the customer can return the products he purchased within a period of 14 calendar days from the receipt of the parcel. To make the return, it is necessary that he notifies TIERRA ZEN in advance by email or by phone.
All goods must be returned in their original packaging and condition, well protected, without stickers, seals or adhesive tapes stuck on the surface or packaging of the product. Otherwise TIERRA ZEN reserves the right to refuse the return.
Shipping costs will be borne by the customer, who must send the goods within a maximum period of 14 calendar days from the communication to TIERRA ZEN. He can choose any transport agency of his convenience. The delivery address is: TIERRA ZEN - P.I. Baix Ebre E-133 - 43897 CAMPREDÓ (Spain).
Once the goods have been received and after checking that they are in perfect condition, the refund will be made as soon as possible. It will be processed in the same payment method used by the customer at the time of purchase:
- If he paid by credit card, we will make the payment through the same within 48h to 72h.
- If he paid by Paypal, we will credit his Paypal account.
- If he paid by bank transfer, we will ask him for an account number to make the payment. It can take up to 48 working hours before it is reflected in his bank account.