Refunds & Returns Policy (Brand: Marqqa)
We want you to be absolutely satisfied with your purchase, however we do understand that sometimes unexpected situations occur. We are here to help!
1. Product information
The color and tonality of product photographs may vary depending on the monitor in which they are displayed. Likewise, photographs may undergo shade and contrast variations due to lighting conditions at the time they were taken. Depending on the raw materials, products with the same reference may show a slight difference in hue.
If you want to cancel an order please contact us as soon as possible to check your status. If buying online and if it is a standard product, your order can only be canceled if it has not yet been shipped. If the order has already left our warehouses, the cancellation will be handled as a return (see chapter 4- Exchanges and returns). If it is a customized product the order can only be canceled before the beginning of the production. To change an order you will have to cancel it, according to the rules described above, and then proceed to a new order on shop.kleyo.co.
Before finalizing the order, you can check the shipping cost of your order. The customer will be notified as soon as the product is shipped. Delivery times vary according to the destination country and can be extended in periods of great flow of objects, such as holiday periods and Christmas or for other exceptional reasons (adverse weather conditions, strikes, etc.). In the case of countries outside the EU, situations of retention of orders at customs for inspection may delay delivery. In countries outside the EU, the customs clearance process or the payment of any customs duty will be the responsibility of the customer. Shipping service does not include unpacking or assembly of the product. If the delivered product has a badly damaged packaging (ripped, crushed, wet, etc.), the customer should immediately, on delivery, as soon as possible and never exceeding the deadline of 14 days after delivery, describe it on the delivery note and notify the customer support department via email at email@example.com. A claim for damages in transportation cannot be accepted by Marqqa unless the damage is recorded on the delivery receipt of the carrier. Wait for our contact. After reviewing and verifying the damage, without charge to the customer, we will collect the product and send another one in replacement. The returned items must be properly packed in their original packaging, with all the elements that make it up, including all the attached documentation.
4. Exchanges and Returns
4.1. Rights of free resolution
The consumer has the right of free resolution of the purchase within 14 (fourteen) calendar days, without having to indicate any reason. The term for exercising the right of free resolution expires 14 (fourteen) days from the day after the day of delivery of the product. To do this, you must inform us via the email firstname.lastname@example.org indicating the order number and the product(s) you wish to return. The product(s) shall be returned under the same reception conditions (duly packed using the protective foams and the original packaging and all attached documentation), without any signs of assembly or use, and within fourteen (14) days after receipt of the order.
The costs of this return must be borne by the customer (including any customs fees, if applicable). After receiving and verifying the return in our facilities, we will inform you by e-mail. The value corresponding to the amount paid for the product will be returned. Shipping and Delivery service charges are not refundable. If the customer has used a discount code, this amount will not be refunded, i.e. the refund will be only for the amount actually paid. The refund will be made by bank transfer, until 30 (thirty) days after the receipt of the email with the return request and the verification, at our premises, of the returned item. If the product is damaged or shows signs of assembly or use, no refund will be made and the product will be reshipped to the original shipping address. The right of withdrawal will not apply to orders for custom products.
4.2. Product delivered with defect or order errors
If the product delivered has defects or does not come according to the order, customer should contact by e-mail email@example.com, within a period not exceeding 14 (fourteen) days after delivery. In the email, the customer should indicate the order number, explain the incidence and attach photographs that demonstrate the problem. You should store the product(s) in the original packaging, packed with the protective foams. We cannot accept the return if the product arrives with damages due to bad packaging or if there is a sign that the products were used. Make sure you have included all parts of the product, as well as all manuals or other documents. You should wait for our contact to send the product to our facilities. After receiving and verifying the return in our facilities, we will inform you by e-mail. After analyzing and verifying the error, at no charge to the customer, we will collect the product and either make the refund or send another one in replacement.
If you wish to exchange a product you must do so within 14 (fourteen) days from the day following the day the product is delivered and carry out this process according to the instructions given (in point 4.1).
Marqqa products have a warranty period of 2 (two) years. This period is considered from the delivery of the product and can only be exercised upon presentation of proof of purchase (invoice). Product that has exceeded the period of 2 (two) years, that is defective due to abnormal use, improper installation, electric shock, negligence or accident, poor handling, water/liquid infiltration and that use not original accessories are considered outside the guaranteed conditions. To exercise the right of guarantee, the user must send the respective proof of purchase to the e-mail firstname.lastname@example.org indicating the problem of the product. You should wait for our contact and without indication to the contrary, do not send the product to our facilities. The guarantee assures you the replacement or repair of the item at no cost, but the full amount paid is just returned if the order within the conditions of point 4.1.