Return & Refund Policy

Last Updated: June 28, 2026

1. LEGAL ENTITY INFORMATION

This website is operated by Trevano Solutions S.R.L.

Company Name: Trevano Solutions S.R.L.

Registration Number: J2025041588009

VAT Number: 51950960

Registered Address: Bucharest, Sector 6, Str. VALEA OLTULUI, No. 2, ROOM 1, Block M9, Staircase A, Floor 6, Apartment 36

Contact Email: thanks@bteraee.com

2. 14-DAY RIGHT OF WITHDRAWAL (EU CONSUMER RIGHTS)

In compliance with the EU Consumer Rights Directive, you have the statutory right to withdraw from your purchase within 14 calendar days of receiving your goods without providing any reason.

Conditions: Items must be unused, in their original condition, and contain all original packaging and accessories.

Exclusions: For hygiene reasons, opened cleaning products are non-returnable. Products that have been installed or worn (e.g., used faucets or tools) are excluded from the 14-day non-defective return policy.

3. HOW TO INITIATE A RETURN

Important: Do not send your return to our registered office address without prior authorization. Returns sent without prior approval will not be processed.

Request: Contact our support team at thanks@bteraee.com with your order number, the item(s) you wish to return, and the reason for the return.

Authorization & Address: Once your request is reviewed and approved, we will provide you with official return instructions and the designated return shipping address.

Shipment: Package the items securely and ship them to the address we provide. Please ensure you retain your tracking number as proof of shipment.

4. QUALITY GUARANTEE & DEFECTIVE ITEMS

All products are covered by a statutory quality guarantee. If you receive a defective, damaged, or incorrect item:

Please contact us at thanks@bteraee.com within 30 days of delivery.

We will cover all return shipping costs for defective or incorrect items and offer you a full refund or a free replacement.

5. REFUND PROCESSING

Upon receipt and verification of your returned item, we will process your refund within 14 calendar days.

Refunds will be issued to your original payment method.

Shipping Fees: Original delivery fees are non-refundable for non-defective returns. For defective item returns, the full order amount (including shipping) will be refunded.