Buyer has the right to return the purchased item(s) by two accounts:
- right of withdrawal
- faulty or defective goods
In both cases, returned item(s) must be unused, with their original hangtags and undamaged. If this instructions are not followed, ALFA TEH GmbH reserves the right to refuse the return and not issue a refund.
Regarding refunds, you will be refunded in the same way you made the payment. If you used a gift voucher we will issue a new one. Refund will be issued no later than 14 days after ALFA TEH GmbH has received the return item(s) or you have provided us with proof that you returned the item(s). You will receive the refund of paid price and the cost of standard shipping for returned item(s).
We don’t exchange the item(s). If you opt to return item(s) for any reason, please go to the webshop and make a new purchase.
Shipping cost of returned item(s) must be paid by Buyer.
In both cases you can return the item(s) on our warehouse address:
ALFA TEH GmbH
RIGHT OF WITHDRAWAL
Buyer has the right to unilateral termination of Agreement without giving any particular reason by informing ALFA TEH GmbH of that decision by sending an e-mail to firstname.lastname@example.org in timespan of 30 days after receiving the purchased item(s).
By law, you have the right to return the purchased item(s) in timespan of 14 days, which we extended to 30 days and this is our 30 day money back guarantee.
DEFECTIVE OR INCORRECT ITEMS
Although ALFA TEH GmbH has very strict quality controls in during production and shipping, in rare cases you may receive defective item(s) or item(s) that are different to ones you ordered as a result of unintentional error during shipping (under defective item(s) we consider the defect shown on the item(s) within two months of the day you received it which is not caused by normal use). If you have received such item(s), please contact email@example.com, quoting your order reference number and invoice number as well as the reason for return and photos of defective/incorrect item(s). Within 48 hours we will then advise you on how to proceed with the return. Once we have received the item, we will inspect the item and issue you a refund. Remember in all cases to enclose a copy of your order confirmation together with the item you are returning.
If you have any complaint whatsoever, our Customer Services team is available to resolve any issue you may have and you can make a complaint by contacting them on firstname.lastname@example.org.
We try to resolve complaints within 7 days but where we need to conduct a more detailed investigation, it may take a little longer. However, we’ll always keep you updated with what’s going on.
We aim to take a fair and reasonable approach to all complaints but if you are unhappy with either our decision or service at any point, please let us know.
From February 15, 2016, by specific EU-regulation, disputes on online shopping across the EU can be resolved through the ODR platform for online consumer dispute resolution. Online consumer dispute resolution platforms can be accessed by the buyer via the link: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN
This means that in connection with online purchase within the EU (defective product, issues regarding refund etc.) you can file your complaint in the above link in a quicker and easier way and the complaint can be filed in any of the 23 official EU languages.