Refusionspolitik
Return, Refund & After-Sales Service Policy
Thank you for choosing our store. To help you clearly understand how order cancellations, product returns, refunds, and after-sales matters are handled, we have established this policy.
This policy applies to products purchased through this website. Nothing in this policy limits, excludes, or diminishes any mandatory statutory rights that consumers may have under applicable law. Each request will be reviewed and handled based on the specific circumstances of the order and applicable legal requirements.
1. Statutory Right of Withdrawal for EU Consumers
Eligible consumers in the European Union generally have the statutory right to withdraw from a purchase within 14 calendar days after receiving the goods, without having to provide a specific reason, subject to applicable consumer protection laws.
For orders involving goods, the withdrawal period generally begins on the date the consumer, or a third party designated by the consumer, physically receives the goods.
If you wish to exercise your right of withdrawal, please contact us within the applicable period at:
Customer Support Email:
📧 zabriskiedebroah@gmail.com
To help us identify your order, please include your order number, product name, and a brief statement indicating your intention to withdraw or return the product.
2. Important Information When Returning Products
When exercising the statutory right of withdrawal, consumers may handle and inspect the goods to the extent reasonably necessary to establish their nature, characteristics, and functionality.
To help ensure a smooth return process, we recommend that you:
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Keep the original packaging whenever reasonably possible;
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Return the instruction manuals, accessories, and other items included with the product;
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Properly protect the package to prevent additional damage during transportation;
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Keep the shipping tracking number and proof of shipment.
If the product is handled beyond what is reasonably necessary for inspection and its value is consequently reduced due to such handling or damage, the consumer may be responsible for the resulting loss in value to the extent permitted by applicable law.
For return requests that do not fall under the statutory right of withdrawal, we will handle the request in accordance with applicable law and the circumstances of the relevant order.
3. Return Shipping Costs
When a consumer exercises the statutory right of withdrawal, return shipping costs will generally be allocated in accordance with applicable law and any applicable agreement between the parties.
Return shipping costs may be borne by us in circumstances including:
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We have expressly agreed to cover the return shipping costs;
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Applicable law requires us to inform the consumer in advance about such costs, but we failed to provide the required information;
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Applicable law expressly requires the seller to bear the costs;
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The wrong product was delivered, the product has a quality issue, or the reason for the return falls within our responsibility.
If you believe that a product has a quality issue or that there is an error with your order, please contact us at zabriskiedebroah@gmail.com before sending the product back, so that we can provide the appropriate return instructions.
4. Product Issues and Order Errors
Please contact us as soon as possible if you receive a product that:
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Was damaged during transportation;
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Has an apparent quality defect;
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Does not match the product ordered;
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Materially differs from the product agreed upon in the order.
You can contact us at:
To help us investigate the matter, we recommend including:
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Order number;
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Recipient's name;
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Product name;
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Detailed description of the issue;
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Photos or videos of the product, if required;
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Valid contact information.
After receiving the relevant information, we will review the order and product circumstances and provide an appropriate solution in accordance with applicable law. Depending on the circumstances, possible solutions may include a refund, replacement, repair, reasonable price adjustment, or another appropriate after-sales solution.
Consumers' statutory rights relating to product conformity, quality guarantees, and other mandatory legal protections are not affected by this policy.
5. Refund Processing
Once a return, refund, or withdrawal request meets the applicable requirements, we will process it in accordance with applicable law and the circumstances of the relevant order.
For orders where the statutory right of withdrawal is exercised, refunds will generally include the amount paid for the goods and, where required by law, the applicable standard delivery charges.
To the extent permitted by applicable law, we may withhold the refund until we have received the returned goods or received valid evidence that the goods have been shipped back, whichever occurs first.
Refunds will generally be issued using the original payment method used for the purchase. Unless otherwise agreed or required by law, we will not arbitrarily change the refund method.
Please note that the time required for the refund to appear in your account may depend on your bank, credit card issuer, payment provider, or other financial institution. Therefore, the actual time for the funds to become available may vary after the refund has been processed.
If you believe that your refund has been delayed beyond a reasonable period, please contact us at zabriskiedebroah@gmail.com for assistance.
6. Return and After-Sales Process
1. Contact Customer Service
If you need to request a return, refund, replacement, order withdrawal, or assistance with a product issue, please first contact us at:
Please include the following information where possible:
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Order number;
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Product name;
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The matter you wish to resolve;
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Details of the issue or request.
2. Order Verification
After receiving your request, we will review the information provided and verify the relevant order and circumstances.
If the product needs to be returned, we will provide the appropriate return address and instructions by email.
Please do not send the product to any other address before receiving return instructions from our customer service team.
3. Return the Product
Once the return has been confirmed, please send the product to the address and in accordance with the instructions provided by our customer service team.
We recommend using a shipping method that provides tracking and retaining the tracking number, shipping records, and proof of shipment until the entire after-sales process has been completed.
4. Completion of After-Sales Service
After we receive the returned product or valid proof that the product has been shipped, we will continue processing the request based on the order circumstances and applicable law.
Depending on the situation, one or more of the following solutions may be provided:
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Refund;
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Replacement;
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Repair;
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Reasonable price adjustment;
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Another appropriate solution.
The specific outcome will be communicated to you using the contact information you provide.
7. Order Cancellation
If you wish to cancel an order that has already been submitted, please contact us as soon as possible:
If the order has not yet entered the shipping or delivery process, we will, where reasonably possible, assist with the cancellation request based on the current order status.
If the order has already been shipped, it may generally no longer be possible to cancel it directly. In such circumstances, if you have a statutory right of withdrawal, you may request a return and refund after receiving the product in accordance with applicable law.
Because orders may enter the warehouse or shipping process shortly after being placed, we recommend contacting us as soon as possible if you wish to cancel an order.
8. Cash on Delivery
If Cash on Delivery (COD) is available for a particular region or order, availability of this payment method will be subject to the information displayed on the checkout page and order confirmation.
For Cash on Delivery orders, consumers will generally be required to pay the amount shown in the order to the delivery provider when the goods are delivered.
To help avoid delivery issues, please ensure that the following information is accurate:
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Delivery address;
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Recipient's name;
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Contact telephone number.
If a Cash on Delivery order qualifies for a refund, we will confirm an appropriate refund method with the consumer based on the circumstances of the order and process the refund in accordance with applicable law.
9. Special Products and Exceptions to the Right of Withdrawal
Under applicable law, not all products or transactions are eligible for the statutory right of withdrawal.
Certain statutory exceptions may apply, including:
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Products that are specially customized or manufactured according to the consumer's specifications;
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Certain sealed products that are not suitable for return for reasons of hygiene or health protection once the seal has been opened;
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Other exceptions to the right of withdrawal provided by applicable law.
If a product legally falls within an exception to the statutory right of withdrawal, we will provide the relevant information to consumers where required by law.
Nothing in this policy is intended to exclude or reduce any mandatory rights that consumers are entitled to under applicable law.
10. Recommendations Before Submitting an After-Sales Request
To help us process your request more efficiently, please consider the following:
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Contact customer service before returning the product;
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Provide an accurate order number and relevant information;
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Keep shipping tracking records and proof of shipment;
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Properly protect and package the returned product;
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Keep the original labels, accessories, and packaging whenever reasonably possible;
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If the product is damaged or has a quality issue, provide clear photos or videos;
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Contact us promptly if you receive the wrong product;
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Submit your request within any applicable statutory deadline;
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Do not send the product to an address that has not been confirmed by our customer service team.
11. Contact Us
If you have any questions regarding orders, returns, refunds, replacements, order cancellations, product quality, or other after-sales matters, please contact us at:
Customer Support
To help us locate your order quickly, please include your order number and briefly describe the issue you would like us to assist with.
After receiving your request, we will review the relevant order and circumstances and respond to you by email.
Thank you for your understanding and support.