Right of return

5.4.1. In the event that the customer discovers on receipt of the product that the wrong or defective product has been sent to him or that the product arrives in a poor condition and/or in an opened main package, the customer must inform the seller by e-mail in accordance with clause 6.4 of the terms and conditions, attaching good quality evidence (such as pictures) to the e-mail. Instead of returning a product that is faulty, defective, in poor condition or in an open main packaging, the seller and the customer can, if they so wish, separately agree in writing to return the product. In the event of agreement to this effect, a product that is incorrect, defective, in poor condition or in an opened main packaging is no longer returnable, and the seller is obliged to refund the amount agreed with the customer for this product within 14 calendar days to the same bank account from which payment for this product was made.

5.4.2. The Seller is liable for any damage to or loss of the product ordered by the customer during transport. From the moment the goods are delivered, the seller is no longer liable for any damage to or loss of the goods. The ordered goods are deemed to have been delivered when they have arrived at the parcel terminal or post office of the customer’s choice.

5.5. If the customer has not accepted the ordered goods within the storage period set by SmartPOST or the foreign post office (usually within seven calendar days – more information can be found on the websites of these suppliers), the seller considers that the customer has withdrawn the order. In such a case, the seller will refund the amount paid for the order to the bank account from which the payment was made, at the latest within 14 calendar days from the date of receipt of the cancellation notice. In this case, the costs of sending and returning the order are fully borne by the customer. On this basis, the seller is also entitled to set-off the repayment.

5.6. The seller will not be liable for any delay in delivery of goods ordered by the customer if the goods were delivered to the supplier on time but the delivery was delayed due to circumstances beyond the seller’s control or influence. The Seller shall not be liable for any loss or damage caused to the Customer if, for any reason whatsoever not attributable to the Seller, a third party has gained access to the drawer of the parcel machine where the goods ordered were delivered.

5.7. In the event that the customer has received goods with the wrong content, the seller must be informed immediately by e-mail. The package must be returned to the seller with a return code or, in the absence of one, consult the seller. The return costs are fully covered by the seller if the return is in accordance with the seller’s instructions.

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