Please read carefully!
Overview
Fresh/living products can neither be returned nor refunded.
No refund and return is possible additionally for:
- Gift cards
- Heat mats
- Measuring spoons
Reshipping
If a shipment is returned because the customer failed to collect it from a collection point or provided an incorrect, incomplete, or unusable address, we will resend the shipment with the same items for a fee of €10 once it has been returned to us. This can sometimes take several weeks, and the quality is often not as high by then. If a re-payment is refused, no refund will be issued.
Important: Every shipment is sent with a tracking option, and an email with the tracking link is always automatically sent, and the tracking link is listed in the customer account for every shipped order.
Delivery services often don't leave a collection card when a shipment is left at a pickup point! It's essential to check the tracking link regularly, ideally every day. If there's no update on the tracking page after more than 3 business days, you should contact customer service.
If a shipment is returned because the delivery service demonstrably made a mistake, we will resend new goods at our own expense.
If a shipment does not arrive because it was lost or stolen, and this is confirmed by the delivery service, we will resend it at our own expense.
Exchange
Exchanges are generally excluded.
Warranty
We offer no guarantee regarding any effect of the live sclerotia (vital giant spores).
Should the heating mat not work or the spoons be damaged, please send an email with a photo of the packaging and the damaged product to:
info@thortrueffel.com