Refund policy

Version: v5.0
Last updated: July 14, 2026

Merchant: Terra Ross Ltd.
Bulgarian company name: ТЕРАРОС ЕООД
Unified Identification Code (UIC): 201730901
VAT identification number: BG201730901
Registered office: 7 Panayot Hitov Street, Floor 2, 7200 Razgrad, Bulgaria
Correspondence and returns address: Business Zone Peristar, 3 Mebelna Street, 7200 Razgrad, Bulgaria
Email: info@terra-ross.com
Telephone: +49 177 159 2737

This Return and Refund Policy applies to consumer orders placed through the following Terra Ross websites and their regional or language versions:

terra-ross.com;
terra-ross.eu;
terra-ross.uk;
terra-ross.de;
terra-ross.ch;
terra-ross.fr;
terra-ross.it;
terra-ross.es;
truffles.bg.

Eligible unopened preserved, dried and other ambient products delivered to consumers in the European Union or the United Kingdom may be returned under the applicable statutory withdrawal rules, subject to the conditions of this policy.

Terra Ross does not offer a voluntary right of withdrawal, cancellation or change-of-mind return for orders delivered to Switzerland.

Fresh, refrigerated and frozen products are not eligible for an ordinary change-of-mind return because they are perishable or temperature-sensitive food products whose quality, safety, storage conditions and temperature history may be affected after dispatch or delivery.

This policy does not limit any mandatory rights concerning products that are damaged, incorrect, defective, unsafe or otherwise not in conformity with the confirmed order.

1. Scope of This Policy

This policy applies primarily to purchases made by consumers through the Terra Ross online stores listed above.

Wholesale, private-label, customised, palletised, bulk and separately negotiated B2B orders are governed by the applicable quotation, contract, purchase agreement, pro forma invoice, commercial invoice or written order confirmation.

Business customers must obtain written authorisation from Terra Ross before returning any product unless separate return terms have already been agreed in writing.

Nothing in this policy excludes or restricts a right or remedy that cannot lawfully be excluded or restricted.

2. Difference Between Withdrawal and a Product Complaint

An ordinary right of withdrawal allows an eligible consumer to cancel certain distance purchases without giving a reason.

A product complaint concerns a product that was damaged, incorrect, defective, unsafe or otherwise not in conformity with the confirmed order when delivered.

The exclusions from ordinary change-of-mind returns do not prevent customers from submitting a legitimate complaint about a damaged, incorrect, defective, unsafe or non-conforming product.

3. Consumer Withdrawal Rights by Market

European Union

Consumers in the European Union generally have the right to withdraw from an eligible online or distance purchase without giving a reason within 14 calendar days after receiving the goods.

This ordinary right of withdrawal does not apply where a statutory exception applies, including products that are liable to deteriorate or expire rapidly and sealed products that are not suitable for return for health-protection or hygiene reasons after they have been unsealed.

United Kingdom

Consumers in the United Kingdom generally have the right to notify Terra Ross of the cancellation of an eligible online or distance purchase within 14 calendar days after receiving the goods.

After notifying Terra Ross, the consumer generally has a further 14 calendar days to return the eligible goods.

Exceptions apply to perishable products, including frozen food, personalised products and sealed products that cannot be returned for health-protection or hygiene reasons after they have been opened or unsealed.

Switzerland

Swiss law does not generally provide an automatic right to cancel, exchange or return an online purchase solely because the customer has changed their mind.

Terra Ross does not provide a voluntary right of withdrawal or change-of-mind return for orders delivered to Switzerland.

Products delivered to Switzerland cannot be returned or refunded solely because:

the customer has changed their mind;
the customer no longer wants or needs the product;
the customer ordered the incorrect product, quantity, size or variation;
the product does not match the customer's personal preference;
the customer failed to review the product description before completing the order.

This restriction applies to all products delivered to Switzerland, including unopened canned, jarred, dried and other ambient products.

Orders delivered to Switzerland are therefore final for ordinary withdrawal and change-of-mind purposes.

This does not prevent a customer from submitting a complaint where a product was damaged, incorrect, defective, unsafe or otherwise not in conformity with the confirmed order.

4. Return Eligibility Summary

Market and Product Type	Ordinary Change-of-Mind Return	Complaint for Damage or Non-Conformity
EU or UK — fresh and refrigerated products	Not accepted	May be submitted where the product is damaged, incorrect, defective, unsafe or not in conformity with the order
EU or UK — frozen products	Not accepted	May be submitted where the product is damaged, incorrect, thawed, partially thawed, unsafe or not in conformity with the order
EU or UK — eligible unopened canned, jarred, dried and ambient products	Accepted under the applicable 14-day withdrawal rules, subject to this policy	May be submitted where the product is damaged, incorrect, defective, unsafe or not in conformity with the order
EU or UK — opened, unsealed, used or sampled food products	Not accepted	A complaint may still be submitted where the product was defective, unsafe or not in conformity when delivered
Switzerland — all product types	No voluntary right of withdrawal or change-of-mind return is offered	A complaint may be submitted where the product is damaged, incorrect, defective, unsafe or not in conformity with the order

5. Fresh and Refrigerated Products

Terra Ross does not accept ordinary change-of-mind returns or withdrawal requests for fresh truffles or other fresh and refrigerated products.

These products are perishable, may deteriorate rapidly and require appropriate handling and storage. Their quality, storage conditions and handling history cannot be reliably verified after delivery or return transportation.

A complaint may still be submitted where:

an incorrect product was delivered;
an item included in the confirmed order is missing;
the external parcel or internal packaging was visibly damaged upon delivery;
the product was contaminated, unsafe or otherwise defective when delivered;
the product shows a significant and documented deviation from the ordered product or described quality;
the delivered quantity does not correspond to the confirmed order, subject to any expressly stated natural or permitted weight tolerance.

Please contact Terra Ross as soon as possible after delivery and, where practical, within 24 hours.

Please provide:

the order number;
the DHL tracking number;
clear photographs of the external parcel;
photographs of the shipping label;
photographs of the internal packaging;
photographs or video showing the product and the reported problem;
a short description of the issue.

The request for prompt notification and supporting evidence helps Terra Ross investigate the order and courier handling. It does not restrict any mandatory rights available under applicable law.

6. Frozen Products

Terra Ross does not accept ordinary change-of-mind returns or withdrawal requests for frozen truffles or other frozen products.

Frozen products are perishable and temperature-sensitive. After dispatch and delivery, their complete temperature and storage history cannot be independently verified, and returned frozen food cannot safely be placed back into sale.

A complaint may still be submitted where:

an incorrect product was delivered;
an item included in the confirmed order is missing;
the external parcel or internal packaging was visibly damaged upon delivery;
the product arrived thawed or partially thawed;
the packaging was leaking, swollen, unsealed or otherwise compromised;
the product was defective, unsafe or otherwise not in conformity with the order when delivered.

Please contact Terra Ross as soon as possible after delivery and, where practical, within 24 hours.

Provide the order number, DHL tracking number and clear photographs or video showing the product, internal packaging, external parcel and shipping label.

Do not consume or use a product that appears unsafe.

Photograph the product immediately and retain it only where safe and practical, following the applicable storage instructions, until Terra Ross provides further guidance.

If retaining the product would create a hygiene or safety risk, document the problem before disposing of it. The customer is not required to retain a product where doing so would be unsafe or unreasonable.

7. Eligible Preserved, Dried and Ambient Products — EU and UK Only

The ordinary withdrawal conditions in this section apply only to eligible consumer orders delivered within the European Union or the United Kingdom.

They do not apply to orders delivered to Switzerland, for which Terra Ross does not offer a voluntary right of withdrawal or change-of-mind return.

Eligible canned, jarred, dried and other ambient products may be returned under the applicable statutory 14-day withdrawal rules only where all relevant conditions are satisfied.

To qualify for an ordinary change-of-mind return:

the food product must not have been opened, unsealed, used or sampled;
the original safety seal, lid, cap, film or other tamper-evident closure must remain fully intact;
the product must not have been altered or damaged through handling beyond what is reasonably necessary to inspect its external condition;
the product must have been stored in accordance with the storage instructions on the label;
all components originally supplied with the product must be returned;
the return must be identifiable through the order number or other proof of purchase.

The product should be returned in its original retail packaging wherever reasonably possible.

Opening an external shipping box or inspecting the outside of the retail packaging does not automatically remove the right of withdrawal.

However, opening or breaking the food safety seal, lid, cap, film or tamper-evident closure makes the product ineligible for an ordinary change-of-mind return.

Where permitted by applicable law, Terra Ross may reduce the refundable amount if the value of an eligible product has been diminished through handling beyond what is reasonably necessary to establish its nature, characteristics and condition.

8. How to Exercise an Eligible EU or UK Right of Withdrawal

To exercise an applicable right of withdrawal, the customer must send Terra Ross a clear statement confirming the decision to cancel the eligible purchase.

The withdrawal notification must be sent within 14 calendar days after the day on which the customer, or a person nominated by the customer other than the courier, receives the goods.

Where eligible goods from the same order are delivered separately, the withdrawal period begins after receipt of the final eligible item.

The withdrawal notice must be sent to:

Email: info@terra-ross.com

The notification should include:

the customer's full name;
the order number;
the delivery address;
the eligible products covered by the withdrawal;
the date on which the products were received;
a clear statement that the customer wishes to withdraw from the purchase.

No reason is required when exercising an applicable statutory right of withdrawal.

The model withdrawal form at the end of this policy may be used, but its use is not mandatory.

9. Deadline for Returning Eligible EU or UK Products

After notifying Terra Ross of the withdrawal, the customer must send the eligible products back without undue delay and no later than 14 calendar days after submitting the withdrawal notification.

The deadline is met if the customer dispatches the eligible products before the 14-day return period expires.

Terra Ross will provide the relevant return and customs instructions after receiving the withdrawal notification.

Receiving instructions or confirmation from Terra Ross is not a condition for exercising a mandatory statutory right. However, failure to use the correct address or customs procedure may delay the return or create avoidable charges.

10. Return Address

Unless Terra Ross provides different written instructions, eligible authorised returns must be sent to:

Terra Ross Ltd. — Returns Department
Business Zone Peristar
3 Mebelna Street
7200 Razgrad
Bulgaria

Do not send returned products to the registered office at 7 Panayot Hitov Street unless Terra Ross expressly instructs you to do so.

The sender must include the order number inside the parcel or clearly associate it with the return shipment.

Products sent to an incorrect address or without sufficient identifying information may be delayed, refused or returned to the sender.

11. Return Shipping Costs

When exercising an ordinary EU or UK change-of-mind withdrawal, the customer is responsible for the direct cost of returning the eligible products unless Terra Ross has expressly agreed to cover that cost or applicable law requires otherwise.

The customer is responsible for packing the products securely and using a suitable shipping service.

Terra Ross recommends:

using a trackable shipping service;
keeping the shipping receipt and tracking number;
using sufficient protective packaging;
protecting glass jars, bottles and other breakable products from impact and leakage.

Terra Ross is not responsible for loss or damage occurring during a customer-arranged change-of-mind return shipment, except where applicable law provides otherwise.

Where a return concerns a damaged, incorrect, defective, unsafe or non-conforming product, reasonable return costs will be handled according to applicable law and the instructions provided by Terra Ross.

12. Returns from the United Kingdom

Original orders delivered to the United Kingdom are shipped by DHL Express on a Delivered Duty Paid (DDP) basis.

DDP terms for the original delivery do not mean that ordinary change-of-mind return transportation is free or prepaid.

Before returning an eligible product from the United Kingdom, contact Terra Ross for the required courier, return address and customs-declaration instructions.

The returned parcel must be correctly declared as returned goods and must reference the original order or shipment where required.

Incorrect customs documents or failure to follow the provided instructions may result in import duties, VAT, customs-clearance charges, storage costs or the parcel being returned to the sender.

Where such additional charges are caused by incorrect customer information or failure to follow the provided return instructions, they may be deducted from the refundable amount where permitted by applicable law.

This section does not restrict any mandatory consumer rights.

13. No Change-of-Mind Returns from Switzerland

Terra Ross does not accept ordinary withdrawal, cancellation or change-of-mind returns for orders delivered to Switzerland.

Customers in Switzerland must not send products back to Terra Ross unless the return has been expressly authorised in writing in connection with an accepted or investigated complaint concerning a damaged, incorrect, defective, unsafe or non-conforming product.

Unauthorised returns from Switzerland may be refused and returned to the sender.

The customer may be responsible for resulting transportation, customs-clearance, storage, handling or disposal charges where permitted by applicable law.

Where Terra Ross authorises a return connected with a product complaint, the customer must follow the courier, customs-declaration and return instructions provided by Terra Ross.

Original orders delivered to Switzerland are shipped by DHL Express on a Delivered Duty Paid (DDP) basis. The DDP terms for the original delivery do not automatically apply to an authorised return shipment.

14. Damaged, Incorrect, Defective or Non-Conforming Products

Please inspect the parcel and products immediately after delivery.

Contact Terra Ross promptly if:

the external parcel or internal packaging is damaged;
the packaging is leaking, swollen, unsealed or compromised;
an incorrect product was delivered;
an item included in the confirmed order is missing;
a frozen product arrived thawed or partially thawed;
a fresh product shows a significant and documented problem upon arrival;
a product is defective, unsafe or otherwise not in conformity with the order.

Terra Ross may reasonably request:

the order number;
the DHL or FedEx tracking number;
photographs or video of the affected product;
photographs of the internal and external packaging;
a photograph of the shipping label;
a description of the reported problem;
other information reasonably required to evaluate the complaint.

Where practical, problems involving perishable or temperature-sensitive products should be reported within 24 hours of delivery.

This request for prompt notification does not remove or shorten any mandatory complaint period or legal right.

Where a complaint is accepted, Terra Ross will provide an appropriate remedy according to the circumstances and applicable law.

The available remedy may include:

replacement of the affected product;
a proportionate price reduction;
a full or partial refund;
another remedy required or permitted by applicable law.

Terra Ross may determine that the physical return of an unsafe or perishable product is unnecessary where photographs, video and other reasonable evidence are sufficient to assess the complaint.

Do not return a perishable, thawed, leaking or potentially unsafe product unless Terra Ross expressly instructs you to do so.

15. Products Not Eligible for an Ordinary Change-of-Mind Return

The following products are not eligible for an ordinary change-of-mind return, to the extent permitted by applicable law:

fresh truffles and other fresh or refrigerated products;
frozen truffles and other frozen products;
products liable to deteriorate or expire rapidly;
opened, unsealed, used or sampled canned or jarred products;
opened, unsealed, used or sampled dried products;
food products with a broken, removed or compromised safety or tamper-evident seal;
products made to the customer's specifications;
clearly personalised products;
private-label or specially manufactured B2B products;
all products delivered to Switzerland where the return is based only on a change of mind.

Gift cards and vouchers are governed by their specific terms and applicable law. Redeemed or partially redeemed gift cards or vouchers cannot be returned for an ordinary refund.

Nothing in this section excludes the right to submit a complaint concerning a product that was damaged, incorrect, defective, unsafe or not in conformity when delivered.

16. Exchanges

Terra Ross does not normally process direct change-of-mind exchanges.

For an eligible unopened preserved, dried or ambient product delivered within the European Union or the United Kingdom, the customer should exercise the applicable withdrawal right and place a separate new order for the preferred product.

No voluntary change-of-mind exchange is available for orders delivered to Switzerland.

Where Terra Ross delivered an incorrect or non-conforming product, the appropriate remedy will be arranged directly with the customer.

17. Refunds for Eligible EU and UK Withdrawals

This section applies to eligible statutory withdrawals by consumers in the European Union and the United Kingdom.

It does not create a voluntary right of withdrawal or change-of-mind refund for orders delivered to Switzerland.

Terra Ross will reimburse the applicable amount without undue delay and within the deadline required by applicable law.

For returned goods, Terra Ross may withhold reimbursement until:

the returned products have been received; or
the customer provides satisfactory evidence that the products have been dispatched,

whichever occurs first where required by applicable law.

The refund will normally be completed no later than 14 calendar days after Terra Ross receives the eligible returned products or satisfactory evidence that they have been dispatched, subject to the applicable legal rules.

Approved refunds will be issued using the same payment method used for the original transaction unless the customer expressly agrees to another method.

Terra Ross will not charge a separate fee for processing a statutory refund.

Refund of Original Delivery Costs

For an eligible withdrawal covering the complete order, Terra Ross will refund the cost of the least expensive standard delivery method offered for that order where required by applicable law.

If the customer selected a more expensive or optional delivery service, Terra Ross is not required to refund the additional amount above the cost of the least expensive standard delivery method.

For example, where both FedEx road/economy delivery and DHL Express were available for an eligible EU ambient order and the customer selected DHL Express, the refundable original delivery cost may be limited to the cost of the applicable FedEx road/economy delivery.

Where DHL Express was the only delivery method offered for an eligible UK order, DHL Express will be treated as the standard delivery method for the purpose of any legally required original delivery-cost refund.

Original delivery costs are not normally refunded for a partial change-of-mind return unless applicable law requires otherwise.

Return Transportation Costs

The cost of an ordinary change-of-mind return is the customer's responsibility unless Terra Ross has agreed otherwise or applicable law requires Terra Ross to cover it.

Where the return concerns a damaged, incorrect, defective, unsafe or non-conforming product, reasonable return costs will be handled according to applicable law and the instructions provided by Terra Ross.

Diminished Value

Where permitted by applicable law, Terra Ross may reduce the refund to reflect a loss in product value caused by handling beyond what is reasonably necessary to establish the product's nature, characteristics and condition.

Opening or breaking a food safety seal generally makes the product ineligible for an ordinary change-of-mind return rather than merely reducing its value.

18. Refunds and Remedies for Accepted Product Complaints

Where Terra Ross accepts a complaint relating to a damaged, incorrect, defective, unsafe or non-conforming product, the remedy will be determined according to the product, available evidence, circumstances and applicable law.

The remedy may include a replacement, price reduction, full refund, partial refund or another legally appropriate resolution.

A refund connected with an accepted complaint will be issued without undue delay after Terra Ross has confirmed the appropriate remedy.

Banks, card issuers and payment providers may require additional processing time before the refunded amount appears in the customer's account.

If more than 15 business days have passed after Terra Ross confirms that a refund has been issued and the funds have not appeared, contact:

Email: info@terra-ross.com

19. Refused, Uncollected or Customer-Delayed Shipments

Fresh and frozen products that are refused, left uncollected, redirected, delayed or returned because of an incorrect address, recipient absence, failure to respond to the courier or another customer-related reason are not eligible for a voluntary refund.

Their condition, temperature history and suitability for resale can no longer be verified.

For eligible unopened ambient products, any refundable amount will be considered only after the returned products have been received and inspected.

Outbound delivery, return transportation, storage, customs, handling and disposal costs may be deducted from the refundable amount where permitted by applicable law.

This section does not restrict rights concerning a shipment delayed or mishandled for reasons for which Terra Ross is legally responsible.

20. Model Withdrawal Form — EU and UK Eligible Orders Only

This form may be used to withdraw from an eligible consumer purchase delivered within the European Union or the United Kingdom. Its use is optional.

This form cannot be used for an ordinary change-of-mind return concerning an order delivered to Switzerland.

To:
Terra Ross Ltd.
Business Zone Peristar
3 Mebelna Street
7200 Razgrad
Bulgaria
Email: info@terra-ross.com

I/We hereby give notice that I/We withdraw from my/our contract for the purchase of the following eligible goods:

Products:

Order number:

Ordered on:

Received on:

Name of consumer:

Address of consumer:

Email address:

Signature of consumer, only where this form is submitted on paper:

Date:

21. Contact Information

For withdrawal requests, return instructions, product complaints or refund questions, contact:

Terra Ross Ltd.
Registered office: 7 Panayot Hitov Street, Floor 2, 7200 Razgrad, Bulgaria
Correspondence and returns address: Business Zone Peristar, 3 Mebelna Street, 7200 Razgrad, Bulgaria
Email: info@terra-ross.com
Telephone: +49 177 159 2737

Please include the order number and relevant DHL or FedEx tracking number so that Terra Ross can identify and process the request efficiently.