Aftersales: Returns, Refunds, Issues, Warranty
STEP 0
- We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
- We have 3 days policy for reporting all shipping, logistic and product damages
- We offer products that are covered by 24month warranty period, or more if producent offer extensive warranty period
- When the product is returned, it need to be checked by the distributor warehouse staff, the refunds are initiated after the goods are checked and back on shelves (it can take from 5 to 25 working days from goods return)
To be eligible for a return policy, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Returns: Procedure STEP 1 - Request for Returns (0-14 days)
To start a return process, please submit request via return@itradecenter.store. Title should include: "Return, Order: xxxx". Please attach:
- Photo of the product
- Photo of package from the outside, so we can see the box (IMPORTANT: If the box is damaged, please show it in the picture)
- Photo of the label from the transport company
- Photo of the goods inside the box including any possible protection. That is, exactly as you received them
- If product got the serial number, please send a photo of the manufacturer's label where we can see the serial number of the product
All the products are carefully checked before sending to the client. But it can happen that shipping company damage the package and the product. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All the logistic damages that have been identified during the package delivery must be reported to us no later than 3 days from the delivery. After this time, we are not able to claim to shipping company. Your request will be rejected
To report the shipping or product damages, please submit request via return@itradecenter.store. Title should include: "Shipping / product damages, Order: xxxx". Please attach:
- Photo of the product, please show all damages
- If possible, please record video
- Photo of package from the outside, so we can see the box (IMPORTANT: If the box is damaged, please show it in the picture)
- Photo of the label from the transport company
- Photo of the goods inside the box including any possible protection. That is, exactly as you received them
- If product got the serial number, please send a photo of the manufacturer's label where we can see the serial number of the product
Delivery - Client refusal
if the product was not collected by the customer, or there was a refusal to collect it. Client will be charged for all the associated costs:
- Shipment + return shipment
- Product quality check by the distributor warehouse staff (so called handling fee)
- Refunds will be initiated when the product is cheeked and is back on shelves (it can take from 5 to 25 working days from goods return)
All the products are covered by the warranty, in most cases the warranty is covered by producent. Standard warranty process is 24 months. But the producent can provide longer time. Always check on the producent service site.
Important. There are two warranty options:
- Option A. product is covered by producent warranty: Please always register the service request / warranty claim on the official producent site. If you have any questions please contact us: service@itradecenter.store. For option A, process will be continued under the producer service / warranty procedure. Please be aware that some of the producers require to send them the product for service, in this case we will not be able to provide the shipping label.
- Option B. product is covered by distributor warranty: This process is for all of the products that are not under producer warranty (some furniture's). Please be aware that all damages caused by human mistake, will be rejected. To start a process, please submit request via service@itradecenter.store Title should include: "Warranty, Order: xxxx". Please attach:
- Photo of the product, please document all technical issues
- If possible, please record video
- If product got the serial number, please send a photo of the manufacturer's label where we can see the serial number of the product
- If possible, photo of package from the outside, so we can see the box (IMPORTANT: If the box is damaged, please show it in the picture)
- Photo of the label from the transport company
- Photo of the goods inside the box including any possible protection. That is, exactly as you received them
After receiving your request we will check all pictures and provided information's. if there will be anything else needed, we will inform you. All information will be provided via email.
After accepting the return request, for all requests where the fault is on our site or courier site (including distributor warranty request), we will provide you the shipping label, courier will take the product from you. In case of returning the product without any specific reason (client decision, not our fault) we will provide you the return address, where the product need to be returned. Please use the same courier that was used for shipping the goods, preferable couriers are: DHL, DPD, TNT, FedEx, GLS. Remark: If the product is covered by producent warranty, client is following the producent service process, we are not responsible for providing shipping labels
If Client receives a different product than ordered, the shop is responsible for organizing the courier for the return of the goods. If the client refuses to return the goods, it will be treated equally to acceptance of the product, no refund will be applied.
If Client received different product than ordered, shop is responsible for organizing the courier for return of the goods. If client refuse to return the goods, it will be treated equally to acceptance of the product, no refund will be applied..
All returned packages and products are checked. Information provided in the return request will validated with the real condition of the product. If there will be no issues, process will go to next step - refund. For all other scenarios (clarification needed / return declined) you will be informed via email.
You will be refunded via the same payment method used for order payment. Please be aware that time for booking of the funds on your side depends on banks and financial institution that take care of the process.
- Average time for funds return: 1-10 working days
For other cases like damages or warranty, product will be returned repaired or replaced for new one. If the warranty is care on by the producer service, the time will be provided by producer service unit.
- Average time for product repair / product exchange: 1-5 weeks
iTradeCenter.Store Team
#Return policy, #Refund, #Shipping damages #Warranty