AFTER SALES SERVICE
There are several reasons why products can be returned. You must bear in mind that there are certain CONDITIONS that should be complied with or taken into account depending on the type of return.
1.-FOR VOLUNTARY RETURN OF THE PRODUCT
The return of our products is accepted, provided that 14 days have not passed since the receipt of the product and provided that the product is in the same state in which it was delivered. You must keep the instructions, documentation, accessories (nuts, screws and keys) and original packaging. It must be in perfect condition, without being dirty, stained, smelly, mistreated or damaged. Returns will only be accepted for products that have not been assembled, used, or modified in any way and that retain the original packaging in perfect condition (essential for processing any return).
Once the product has been received, MesmerizeD will proceed to refund the amount of purchase (PAYMENT) or Voucher for next purchase as appropriate and excluding return costs. (ART 107 2. RDLGDCU 1/2007).
* Voluntary return - If a customer wishes to withdraw their purchase and return the goods, the return expenses will amount to the return costs + 25% of the postage,
this will be deducted from the refund.
Send your voluntary refund request and mention the reason why you want to return it, to firstname.lastname@example.org
ATTENTION!!: For any type of return you MUST keep the original packaging boxes. Otherwise, no return will be processed.
CHARACTERISTICS OF RETURNS:
-If the customer wishes to cancel the order and it has not been handed to the carrier yet, the refund of the amount paid will be made within 15 working days after receiving the email confirming the cancellation of the order. The refund will be made, whenever possible, by the same method of payment used in the purchase.
-If the customer wishes to withdraw from an item that has already in the carriers possession, the customer must pay the transport costs, even if it has not yet been delivered at the customer's home. The refund will be made within 20 working days after the returned product has been received back at our warehouse. The refund will be made, whenever possible, by the same payment method used in the purchase.
-If the customer wishes to cancel a product that he has already received, the customer must pay the costs of the return. The refund will be made within 20 working days after the returned product has been received back at our warehouse. The refund will be made, whenever possible, by the same payment method used in the purchase.
2.-FOR BREAKAGE/DAMAGE OF THE PRODUCT DURING SHIPPING
The goods must be checked by the customer. In the event of receiving any product damaged during transport or if it presents any type of flaw, the customer has a period of 48 hours from the receipt of the order to make the claim through their customer account to our After-Sales Department. If the damage is not reported within this period, the claim will be automatically rejected.
If the goods are received by a third party, the buyer commits to inform the third party that the goods must be checked. You accept responsibility for any loss or damage in the event that someone signs for you and does not carry out the relevant checks.
ATTENTION!!: For any return you MUST keep the original packing boxes. No complaint will be accepted without the original packaging.
Send your refund request to email@example.com
3. -DEFECT/FAULT OF THE PRODUCT ( WARRANTY)
All products purchased from our online shop come with a 2 year guarantee. The start date of the warranty is the date shown on the purchase invoice. The warranty does not include deficiencies caused by negligence, impacts, use or improper handling, other than those indicated in the user manuals, incorrect installation not carried out by the authorized technical service, or materials subject to wear and tear due to normal use. Deterioration of colour due to exposure of the product to the action of sunlight or other sources of heat.
Once the product has been received at our warehouses, the condition of the product will be checked. Our technicians will diagnose the problem and carry out the corresponding repair.
If the product cannot be repaired, it will be replaced.
MesmerizeD will take care of the steps to do it.
4. -DUE TO MISTAKE/ERROR WITH THE ORDER:
When it has been detected that a product has or has not been received in the shipment, the product differs from what was requested or it does not comply with the characteristics demanded that appear on the website, the customer has a period of 24/48 hours from the receipt of the product to notify the incident.
In the event that the product sent does not correspond to that which the customer has ordered, MesmerizeD will pay the cost of collecting the wrong product and delivering the correct one.
Notify us the mistake to firstname.lastname@example.org
ATTENTION!!: For any type of return you MUST keep the original packaging boxes. Otherwise, no claim will be processed.
WHAT TO DO WHEN YOU RECEIVE YOUR ORDER?
It is compulsory to check the contents of the package (provided the carrier allows it) and to write any findings on the carrier's delivery note
WHAT SHOULD I DO IF I REALIZE I MADE A MISTAKE IN MY ORDER?
Please contact us as soon as possible by email: email@example.com
WHAT SHOULD I DO IF THE MATERIAL IS DAMAGED?
If you receive your product broken, the easiest thing to do is to reject it by indicating the reason on the delivery note, or failing that, leave a note on the condition of the material received on the delivery note from the carrier.
HOW ARE INCIDENTS OR REPAIRS RESOLVED?
At MesmerizeD, we offer you several options:
- Reparation or Substitution: Generally, the first option is to repair or replace in the event that the technical service considers this appropriate, in function with stock, type of product, type of incident, delivery date, etc. Keep in mind that when replacing, the client must keep any parts worn from use by the client (if there are any) and that aren’t covered by warranty.
- A Discount Voucher: A refund in the form of a Voucher that can be applied to a future order. This is not available after 14 days have passed since the purchase of the product, except in certain situations which will be considered. Effective in 7-10 days. Due to the processing times involved, this method is more effective for those cases in which a customer complies with the requirements for withdrawal from the purchase and wishes to acquire another different article, since once the voucher has been processed, it can be used in the new order more quickly than the payment refund.
- Credit (CashBack): Return of the amount reimbursed in the account number provided. This is not possible after 14 days from the receipt of the article. Effective in 10/15 days.
WHEN DO I GET MY PRODUCT PICKED UP AFTER THE RMA IS PROCESSED?
Once the RMA has been processed, whatever the incident, and if a collection of the product is convenient, the customer must indicate a day for collection from his home or from the delivery point, at least 48 hours in advance.
We advise that before requesting a RMA for any type of incident, make sure to carry out the relevant tests to check that the product is really eligible for the warranty, since if, on receiving the product, it works correctly or has no incident and the reason for the return is due to lack of knowledge of how to use/assemble the product, you will assume all the shipping costs, both to and from the point of delivery.
If you need any technical advice, you can contact us by email: firstname.lastname@example.org
CASES THAT VOID THE WARRANTY
-No returns will be accepted for warranty on damaged items and/or product malfunction due to misuse.
- When the defects indicated are due to abnormal or inappropriate use; normal wear and tear or ageing; an accidental event or, more generally, an external cause (such as the intervention of an unauthorised third party in the product).
-when the product shows clear signs of use beyond its capabilities, as well as evident mistreatment in the form of impacts or deterioration caused by liquids or corrosive substances, as well as any other anomaly attributable to the consumer.
-The SKLUM products are designed and manufactured for their particular use (homes), not collective, so the guarantee is limited in cases where the use is intended for the hotel industry (restaurants, cafes, hotels, public club spaces, public terraces, among others).
-Returns of OUTLET products or products with slight defects are not accepted.
-Some products which, due to their nature, have warranty seals. Their manipulation or removal voids the warranty.