Returns and complaints

Returns and complaints

In the European Union, the conditions for returning products are governed by the Consumer Rights Directive, guaranteeing certain rights and obligations to buyers. Here are the main points:

1. Right of withdrawal (without obligation to provide justification)

   • Consumers have 14 days from receipt of the order to return a product.
   • The buyer is responsible for returning the product and ensuring its integrity during transport.

2. Product Condition Requirements

   • The product must be returned in its original condition, without visible damage.
   • Packaging is desirable, but its absence should not affect the right of return.

3. Refund

   • The seller must refund the amount, including standard delivery costs, within 14 days of notification of the return.

4. Right of return (defective or damaged products)

   • The consumer is entitled to free repair, replacement, partial or full refund in the event of a defect or damage.
   • The buyer must inform the seller of the defect upon receipt of the order.
   • The seller is liable for any defects or damages occurring during delivery.

5. Seller's Obligations (Defective or Damaged Products)

   • Repair or replacement: The seller is required to correct the defect or replace the product free of charge.
   • Refund: If repair or replacement is not possible, the consumer is entitled to a full or partial refund.
   • Resolution times: The seller must resolve the problem within a reasonable time and with minimal inconvenience to the consumer.

6. Buyer's Obligations

   • Product inspection
     • Check the product for any visible defects, damage or non-conformity (size, color, model, etc.).
     • Ensure that the quantity of products corresponds to the order.
   • Notification of defects
     • In the event of defects, the buyer must inform the seller upon receipt.
   • Documentation of defects
     • In case of any problem, the buyer must document the defects (photos or videos) in order to provide evidence to the seller.

7. Exceptions to the right of return:

   • Products damaged due to improper use by the buyer.
   • Defects of which the buyer was informed prior to purchase.
   • Improper maintenance or use of the product.
   • The buyer has not informed the seller of a defect or damage noted upon receipt of the order.
   • Made to order products (custom size, color or other specifications)

If you have any questions about returns and complaints, our advisers are available on +352 20 60 22 30 or via our contact form.