Returns and exchanges

RETURNS & EXCHANGES

Within 14 (fourteen) working days of the date of delivery of a product the Registered User is entitled to return a product without an explanation or to file a complaint concerning the product purchased if at the time of takeover of the product he/she establishes defects on the product. The Registered User shall announce the return of purchased products by email entering his personal data, order number and other data connected with the purchase. Based on a request for return or replacement, the Seller shall refund the paid amount to the account of the Registered User stated in the request or replace the product with a new one within 14 (fourteen) days from receiving the product in question, to the address stated on the complaint. Delivery Charges are non-refundable. The cost of returning a product is borne by the Registered User. The Registered User is obligated to return the product delivered in the condition in which it was delivered (unworn) and in its original packaging (commercial packaging in which the product was delivered) with enclosed invoice. If it is established beyond doubt that a complaint regarding a particular product is not justified or that the defects occurred as the result of inadequate handling or use, the Seller is not obligated to make a refund or provide a replacement. The product returned under complaint shall be returned to the Customer at his/her cost, with a written statement of reasons for denial of the request for return or replacement. If the request for a refund or replacement is justified, the cost of redelivering the product shall be borne by The Seller. If a mistake should occur during the packing of ordered products and the Customer does not receive the product he/she ordered, but some other product, he/she shall report the mistake by sending the complaint email within 14 (fourteen) work days. In such case, the Customer must return the product which was wrongly delivered at the cost of The Seller, which undertakes to deliver the ordered product or make a refund (in line with the request of the Customer). New product ships within 14 (fourteen) days of the day on which the wrong article was received to the address of the Registered User according to the deadlines and terms of delivery named in the chapter on product delivery. If the User does not receive the product he ordered and paid for, he shall report it within 14 (fourteen) work days of the expected arrival of the ordered product in the email. The Seller shall establish what happened to the parcel referred to in the complaint, and inform the User of actions taken further to the complaint. Complaint emails send on shop@thepoplar.net

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