- Can the customer request a return of a product due to a near expiration date?
Yes, if they received a product (cosmetics, food, pharmaceuticals) that has a short (within 6 months of receipt) or past expiration date, they can return it to us.
- How long does the customer have to submit a return request for a defective product?
The request for defective products is open for 2 years. If 2 years have passed since the purchase, the warranty is no longer valid and for any service the customer should contact the dealership.
- How long does the customer have to submit a return request because the specific size does not fit them?
The consumer has the right to return due to incorrect size, within 14 calendar days of purchasing the product.
- Are there exceptions to the right of withdrawal?
Yes, there are the following exceptions:
- Products manufactured according to the consumer's specifications.
- Products that can be damaged
- Products that are not suitable for return for health protection or hygiene reasons, if they are sealed and have been unsealed after delivery (e.g. headphones, razors, personal care products)
- Products that, after delivery, due to their nature, are inseparably mixed with other items
- The supply of digital content not supplied on a tangible medium, if the execution began with the consumer's prior express consent and confirmation on his part that he thereby loses the right of withdrawal
- Sealed audio recordings, sealed video recordings and sealed computer software, which have been unsealed after delivery
And in these cases you need to receive the return and apply for compensation
- What can I do if I want to redirect the customer to a representative?
In this case, it is recommended to note the contact details in the reason for rejection so that the customer automatically receives them
- What happens if the customer has unsealed the product he wants to return?
It can be accepted that the trader can make the product available through actions (cleaning or disinfection), without altering its quality, suitable for re-distribution on the market.
Therefore, the removal by the consumer of the protective wrapping purchased via the Internet does not prevent him from exercising his right of withdrawal.
- What happens if I refuse to receive a returned product?
The store must receive returned products. In case of repeated refusals to receive returned products and failure to receive them within 10 days of the first delivery attempt, then an administration fee of 100.00 euros will be charged and the possibility of submitting a compensation request will be lost.
- Does the customer need to attach the receipt for the product in order for the return to be accepted?
In order for the return process to proceed, attaching a receipt is mandatory only when it comes to a return due to a defective product.
- What should I do if the customer sends back another product, if items are missing from the returned package or if the serial number on the packaging of the returned product does not match the product?
In these cases, you can make a compensation request for this return