Delivery, refunds and complaints
Version 2026-10-11 · TerraTopic Folkedal · Org. no. 933 307 956If something is wrong
Email anders@terratopic.com or reply to your TerraTopic order email. Include the order reference if you have it and explain what went wrong. Screenshots or file details can help, but we do not require you to diagnose our system. Complaints, statutory withdrawal and privacy requests are different processes; contact us even if the automated failure link is unavailable.
Our failure process
We send a clear notice if an order runs into problems. A 24-hour update claims personal investigation only when an administrator has acknowledged it. An unresolved order normally reaches automatic refund at the existing 48-hour escalation rung unless you recorded an available alternative. These hours follow the order's recorded delivery forecast and escalation policy; they are not a waiting period imposed on your statutory rights. We do not replace this outcome with repeated apology emails.
Refunds and legal remedies
Approved refunds go to the original payment method. Your bank's processing time and exchange rate can affect when and how the credit appears. For a valid consumer withdrawal, we reimburse within the statutory period, normally no later than 14 days after notice. Rights concerning delay, defects, correction, price reduction, cancellation and compensation remain available under applicable law. Downloading a file, the hosted download deadline, and the one-free-rebuild limit do not remove those rights.
Download expiry
New packages are available for 14 days from upload, with reminders on days 7 and 13. Save a local copy before the deadline. An eligible original paid order can receive one free automatic rebuild requested within 30 days after expiry. Follow the owner-protected button in the expiry email. Existing packages retain their own recorded deadline. This goodwill service is additional to legal remedies.
If we cannot agree
Contact Anders first. Norwegian consumers can contact Forbrukerrådet for guidance and Forbrukertilsynet for mediation, subject to their rules and any applicable fee. Customers elsewhere retain their local mandatory rights and access to competent courts or dispute bodies. We do not direct you to the discontinued EU online dispute-resolution platform.