Refund policy
How do you complain about?
IMPORTANT! The article you want to return OweHaving the relative label still attached and the condition of the product must be perfect and identical to how it has arrived! Otherwise the return/change will not be accepted.
Attention! You have 14 daysof time since you placed the order to make the return request and after acceptance of the return request you have 7 days to provide the shipment of the package. In any other case your request will be refused.
For foreign shipments (EU) you have 30 days to make the items.
Throughout the winter collection (for postuMI orders on 21/01) / spring (for orders starting from 01/03), Not It will be more possible make the return/gearbox.
To make the change/made the shipping costs are borne by the consumer, just follow these simple instructions:
- Click on Request a return
- Fill in the form with the required data
- Start the return procedure. ATTENTION! If you paid with cash on delivery, do not select "Commission of payment on delivery", otherwise your request will be refused.
- Wait for your return request to be approved
- Once approved you will receive the return label via email (in case of problems always check the spam box). IMPORTANT! You have to print the confirmation email that you have received as soon as you have completed the order and insert it within the package, otherwise it will not be possible to conclude the procedure in the correct way.
- Go to a BRT-FERMOPOINT by your choice and proceed with the shipment of the package.
- As soon as the package arrives in the warehouse, it will be viewed by our staff, you will then receive the voucher directly on the email used for the purchase.The voucher has no expiration and is equal to the value of the articles rendered, it is freely spent on the site at any time. IMPORTANT:The voucher must be spent in a single purchase, otherwise the possible surplus is to be considered lost.
IMPORTANT! The return costs are borne by the consumer, therefore the amount of € 8.00 will be deducted from the voucher.
We would like to clarify that if all the instructions indicated above are not correctly followed the return/gearbox will be refused and the costs will be borne by the consumer.
ATTENTION!For products in balance or purchased with discount code It is not possible to make the return/gearbox.
Complaints
Although the percentage of defects in the products delivered is low, it is good to know that we will solve any inconveniences without delay and satisfactorily. It is in our interest to solve everything as quickly as possible, so don't worry you have to wait more than necessary to solve the problem (it is usually solved within 14 working days since the goods will arrive at our warehouse).
The defect must be communicated no later than 14 days from the date of receipt of the article. All any defects must be communicated via WhatsApp to the number dedicated to customer service or by email (nexuscompany00166@gmail.com).
When can I protrude a complaint?
However, we are not responsible for any new defects, especially if they have been caused by improper use. For used products, we are not responsible for defects corresponding to the degree of use or wear of the products themselves at the time of delivery. In the case of products for which the usability period is indicated, we are also responsible for the fact that the products are suitable for use during this period.
Please note that the sensitivity or allergic reactions to the products delivered cannot in itself be considered a defect of the products themselves. The images of the products in our virtual shop are illustrative and are not a binding representation of the characteristics of the products (for example, the package may vary due to the change of packaging by the manufacturer)
What are my rights at the time of the complaint?
In case of lack of a product, we can agree together in the form of a voucher.
In addition, you have the right to request the removal of the defect by means of replacement or repair delivery.
If this removal of the defect is impossible or inappropriate for us, you are entitled to request a discount on the purchase price. In this case, you can keep the product and refund you part of the purchase price. At the same time, you can also withdraw from the sale contract. In this case, you respect the product and return the entire purchase price.
For more information contact us at the number dedicated to customer service you find on the site.