Draft date 2013 08 22
Returns & Refunds Policy
Effective as of _______________, 2013
We want you to be happy with your Delsey product. If you are not satisfied with your purchase made through our Website or with a gift that you received through our Website, you may return the product or gift within thirty (30) days of the original shipment date, subject to the conditions and instructions below.
You may return any new and unused product that you have purchased through our Website, or any gift that you have received through our Website, within 30 days from the original shipment date (i.e. the date when we shipped the product to you).
However, please note that the following products cannot be returned:
- Personalized or customized products (for instance, products with a monogram); and
- Products that have been washed altered, excessively worn.
Requirements for refund or credit
In order for a returned product or gift to be eligible for a full refund or credit, respectively, the product or gift must be shipped to us:
- In its original condition, i.e., new and unused;
- With all its original papers, instructions, accessories, packing slip and proof of purchase/gift.
We can refuse the return if these instructions are not followed.
What is not refundable
We will refund – or grant a credit for - the price actually paid for the product. However, unless the product arrived damaged or the incorrect product was shipped due to a Delsey error, the following are not refundable:
- Packing and shipping charges;
- Handling charges;
- Gift box;
- _______________ Other charges?
Refund for a returned product
If you return a product that you purchased through our Website within 30 days from the original shipment date, you will receive a full refund of the purchase price and applicable sales taxes, if any. We will retain the sums that you paid for packing and shipping the product (and applicable taxes if any) that you have elected to return.
If the product that you purchased arrived damaged, or if an incorrect product was shipped due to a Delsey error, you will also receive a refund of the packaging and shipping costs (including taxes if any).
The refund will be processed as soon as reasonably possible, and in any event within thirty 30 days from the date we received the product back. The refund will be applied to the payment card or other form of payment that you originally used for the purchase.
It may take up to two billing cycles for the credit to appear on your credit card statement.
Credits for a returned gift
If you return a gift that you received through our Website within 30 days from the original shipment date, you will receive a credit in the amount of the gift price (including taxes). We will retain the sums that we received for packing and shipping the gift (including taxes if any) that you have elected to return.
With this credit you will be able to purchase on-line another product of comparable price in the Website. [What will be the form of credit? Do you send a credit card? Do you send a coupon? A code?]
If the product that you received arrived damaged, or if an incorrect product was shipped due to a Delsey error, you will also receive a credit of the packaging and shipping costs (including taxes if any). [Please confirm]
The credit will be processed as soon as reasonably possible (and in any event within thirty 30 days from the date we received the gift back).
Customized products or gifts
All sales of customized products are final. You may not return customized goods.
Damaged or incorrect product
If a damaged or incorrect product was shipped you, please contact us as indicated in How to Contact Us section below [HYPERLINK], to request the correct product instead of a refund or credit. We will provide you with the necessary instructions so that you can ship back the incorrect product at our cost, and we will promptly arrange for shipment of a replacement product.
If you purchased a customized product online or if you received a customized product as a gift, and the product is damaged during shipping, please contact our Customer Service Team at 888 XXX XXX within 10 days of receiving the damaged customized product.
If the product was part of a promotion
If you return any part of an order was that part of a promotion, any refund may be reduced. _________________ [Please help explain what you would do]
Defective or Damaged Products or Gifts
Even though you have the right to return a product or gift that is defective or was damaged during transportation, we encourage you to contact us first as is indicated in How to Contact Us section below [HYPERLINK].
If you want to exchange a product purchased on our Website, you must return it and place a new order on the Website.
How to Return a Product
To return a product please follows the instructions below: [Is this the process you intend to use?]
Please contact our Customer Service Team at ____________@___________ [email address] or call xxx xxx xx xx [phone number] and a customer service representative will give you (a) an RMA number and (b) the instructions to return the product.
ALTERNATIVE: Do you contemplate people going online to arrange for a return?
· On-line returns:
1. Go to our Website (www.delsey.com)
2. Go to Return a Product link [HYPERLINK]
3. Where it is asked, please enter the order number indicated in the packing slip.
4. Follow any others instructions that we will provide you once you did the above [The process can be detailed more accurately].
How to Return a Gift
To return a gift please follows the instructions below:
· On-line returns:
- Go to our Website (www.delsey.com)
- Go to Return a Gift link [HYPERLINK]
- Where it is asked, please enter the order number indicated in the packing slip.
- Follow any others instructions that we will provide you once you did the above [The process can be detailed more accurately].
· Off-line returns (a copy of this policy will be added in all gifts):
1. Call _______________ [phone number] and an assistant will give you the instructions to return the gift.
Any return process could last between [To be completed] and [To be completed] days, since we received the return solicitation.
Return Address and Shipping Cost
Any returned product or gift must be shipped to:
The costs of the shipping will be borne by the purchaser or gift recipient. [How about when the product or gift was damaged or defective? It would make sense if Delsey were to pick-up the cost]
Terms of Sale
This Returns & Refund Policy is incorporated by reference into the Terms of Sale [HYPERLINK].
How to Contact Us
If you have any feedback, comments, questions, requests and other communications regarding returns and refunds, please contact us as follows:
______________________ [Phone number]
______________________ [E-mail address]
______________________ [Postal address]