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Returning the goods
Exchange and return of products
Our jewelry in “Live” looks much better and more beautiful than in the photos of our store.
We guarantee the quality of our products, so in accordance with European laws on online trading and in accordance with our General Terms and Conditions within 14 days of receiving the order:
1. Return the purchased product and get the money paid back.
2. Swap one product for another.
3. If the size does not fit, change one size to another.
The products you return must not be worn, must not be damaged and must have the original label attached.
Products that are manufactured on behalf of the customer in accordance with European commercial law and our general terms and conditions cannot be returned or exchanged!
For a refund or exchange you will need:
1. The product must be well packaged in the packaging in which it arrived or in other suitable packaging that prevents damage to the product during shipping.
2. A copy or the original of the invoice in the packaging.
3. If you want to exchange a product, write a note stating which product you would like to receive in return, its size and cost. If the requested product is more expensive than the returned product, we will charge you an additional invoice for the surcharge. If the desired product is cheaper, we will compensate the price difference. If the desired product is suddenly no longer in stock, we will contact you to arrange further action.
4. If you paid for your order in advance or cash on delivery (cash on delivery, valid for customers from Germany) and would like to refund your money, write your first and last name, your IBAN and BIC bank account number, the name of the bank. If you prepaid your order with PayPal or WebMoney, you will receive the money back ONLY within 14 days of receiving the returned goods via these payment systems.
Pack the product well in the same cardboard box in which you received the order. Shipping in regular envelopes and envelopes with air film is prohibited as the product may be damaged during mailing! Insert a note in the package with your details and indicate the desired action: refund, repair, exchange for another product, exchange for another size, etc. The packaged product must be taken to the post office and sent to our address:
-For buyers from Germany -
1. If the value of the product is not more than 5,000.00 euros, you must send it as standard as an insured package up to 500 euros via DHL, UPS, DPD or Hermes worth 6.90 euros to our address - Auditor GmbH, Zur Loev 22, 42489 Wülfrath.
2. In case of return of the products: the costs of the return are borne by the buyer, the costs of the direct return will be reimbursed to him from the calculation of the shipping standard indicated in his invoice (6.90 euros). This means that if you placed an order with the special “Express Delivery” option for 16.90 euros, you will only be refunded the amount of 6.90 euros.
3. In the event of an exchange of products:
Huh. If a different product or an insufficiently sized product or a product with a factory defect is sent to you in error, we will cover all standard return postage costs and compensate the buyer for payment by their standard mail.
b. If you have specified an incorrect size or want a different model, the buyer will be responsible for all postage costs.
4. Please fill out, print and print the return label on the official DHL website: https://www.dhl.de/de/privatkunden/pakete-versenden/online-frankieren.html?type=ShipmentEditor ,
Also in the parcel acceptance point.
The value of the paid packages UNFREE €15.00 will be deducted from the refund.
- For buyers from other countries of the world:
1. Items up to 500.00 euros must be sent by standard insured letter to our address: Auditor GmbH, Zur Loev 22, 42489 Wuelfrath, Germany.
2. Products worth 500.00 euros to 5000.00 euros must be sent by standard package via DHL, UPS, FedEx.
3. For countries that do not participate in the EU (European Union): When filling out the postal customs declaration, the RETURN GOODS must be stated and our invoice with the handwritten note RETURN GOODS must be attached to the packaging.
4. In case of return of the products: the costs of the return are borne by the buyer, the costs of the direct return will be reimbursed to him from the calculation of the shipping standard indicated in his invoice. This means that if you placed an order with a special express shipping option for 70.0 euros, you will only be refunded the amount of 9.90 euros.
5. In the event of an exchange of products:
Huh. If a different product or an insufficient size product is sent to you in error, we will cover all standard postage costs and compensate the buyer for paying standard postage.
b. If you have specified the desired size incorrectly or want a different model, the buyer will be responsible for all postage costs.
6. You can fill out, pay and print the return label on the official website of your national post office or on your local DHL website.
as well as in the parcel collection point.
All of the above types of shipments to our address are automatically insured and do not require additional insurance. To secure the package, you do not need to report the contents of the shipment to the post office. You will receive a payment confirmation confirming the shipment of the package and the number required to confirm delivery.
After you receive and process your return, an exchange will be sent to your address or money will be refunded to the specified checking account or PayPal.
According to European online trading law and our general terms and conditions, the money must be paid out to the customer within 14 days of receipt of the return, but this usually happens faster.
According to German Civil Code law and our general terms and conditions, products damaged by the customer during operation are not subject to return, exchange or warranty repair!