Returns and complaints
WE OFFER A 14-DAY RETURN POLICY
The User (Buyer) has the right to inform the Seller, within 14 days from the day of receipt of the ordered products, to the contact e-mail address [email protected], that he/she withdraws from the sales contract, without having to state the reason for such a decision.
RETURN OF PURCHASED PRODUCTS
You may give notice of withdrawal by a Product refund form or by an unambiguous statement clearly stating that you are withdrawing from the contract.
The Product return form can be found HERE (click).
Purchased products must be returned to the Seller no later than 14 days from the date of submission of the notice of withdrawal from the sales contract. Purchased products must be returned to the Seller undamaged, in the original packaging and in unaltered quantity, unless the products are destroyed, damaged, lost or their quantity has decreased without the fault of the User (Buyer). If the postal package, with which the User (Buyer) received the ordered products, is physically damaged, if the content is missing or if it shows signs of opening, the user (buyer) must initiate a complaint procedure with Royal Mail.
PRODUCT RETURN ADDRESS
Unit 16, Dulverton Road, Electric Ave, Aston Birmingham B6 7JJ, UK
When returning products, make sure to include the completed Product return form, which can be found HERE (click).
The only cost, that the buyer has regarding the withdrawal from the contract, is the cost for delivery and return of goods to the provider’s address. The provider returns the purchase price for the products to the costumer, and does not return the delivery costs.
Upon withdrawal from the contract, where a bonus was used (e.g. free delivery), these funds are considered as a discount and are not returned to the user.
For returned products, the Seller returns the paid amount or used gift voucher to the user (buyer), as soon as possible, but no later than 14 days of receiving the notice of withdrawal, and any used promotional codes and other discounts are not returned to the user (buyer). The refund of the paid amount is made by the Seller in personal or transaction account of the user (buyer). The Seller returns the used gift card in the form of a credit.
WRONG PRODUCTS IN THE PACKAGE
If you have received wrong or damaged products, please provide details (including photos) within 14 days of receiving the package. We will verify if you are eligible for replacement with new products and provide instructions accordingly. Make sure to include your order confirmation number in the relevant line, so that we can easily find your order and process your request immediately.
MISSING PRODUCTS IN THE PACKAGE
We are aware that receiving the entire order is important to you, so it is also important to us! We do absolutely everything possible to ship your order on time and in good condition.
Please contact us on [email protected] within 14 days, so that we can organize replacements for missing products. Make sure to include your order confirmation number in the relevant line, so that we can easily find your order and process your request immediately.
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