Returns of defective products or products in poor condition. Legal guarantee.

Returns, Claims and Warranty

At Perfume's Club we understand that our customers can change their mind and, if they wish, they can return a product. To facilitate the whole process, below we indicate the steps to be followed and we will try to solve all your possible doubts about it. We remind you that, to return a product for withdrawal, you must send it to us in the same conditions in which we have sent it.

How to request a return?

You have up to 14 calendar days from the receipt of the order to return it.

To request a refund, you must access your Perfume's Club account and, through the menu, enter the Returns section. From there you can find your order and select the products you want to return. We ask you to indicate the reason for requesting the return, although it is not essential to process the return. This will help us to continue with the proper procedure for your case.

We inform you that, as established by Royal Legislative Decree 1/2007 of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, the returns of the products related to Personal Care, Health and Hygiene are not accepted, for reasons of hygiene. For the same reason the product you want to return must be unopened, inside its original packaging and seal.

How are the products returned?

If you want our customer service team to organize the collection of a product at your home, you just need to tell us through the refund section of your customer account. We will pick up the package where you indicate to us in the next 24-48 hours. The cost of this service is 133 zl.

If you want to return the product on your own, you must access the returns section from your customer profile and select the products you want to return. In this case, you must indicate in the "comments" field that the refund will be managed by you.
The products must arrive in perfect condition and with their original packaging. We cannot take care of the return of broken, unsealed, opened or used products. As the return is not effected by our transport services, Perfume's Club does not guarantee the transit time of the shipment, nor its good conditions.

The address to send the products you want to return is as follows:

Perfume's Club
Att Customer - Returns
Calle Asipo 4,
07011, Palma de Mallorca
Illes Balears

How and when will I receive the refund?

Once the product has been registered in our facilities and our quality team has verified that it is in good condition, we will proceed to the refund. The refund is made through the same form of payment with which the order was placed. If the payment was by bank transfer, we will ask for your bank account number. Keep in mind that there may be a waiting period between when we manage the return and that the amount reflects in your account.

In case the return of the product has been managed by you and you want to check the status of the refund, you must send us the tracking number and the carrier name. Also, we cannot be held responsible for returns that do not reach us or arrive in poor condition due to not being managed by our transport service.

How to proceed if I have received a product in poor condition?

In the event that your order has arrived in poor condition, contact us through the Returns section in your account, within the first 72 hours after receipt and we will manage your incidence.

The return of a damaged item will not be accepted, as well as the claim of a missing item in the order, if it has not been communicated within the previously established period.

To expedite the process, please send us the following photographs of the product in question attached to your application:

- Photograph of the box received (several, if the package has signs of tampering, showing possible damage during transport);

- Photograph of the carrier's label (affixed to the box);

- Photograph of the product, where we can appreciate the indicated incidence.

Once the product arrives at our warehouse, it will be reviewed by the claims department and by specially qualified personnel to verify the quality of the product.

We inform you that, in case of receiving a product that is not really in bad condition or does not correspond to the product that you had requested, the claim cannot be accepted.

I received a different product than the one I had bought; how do I claim it?

If you are not satisfied with the order because a different product from the one you ordered has arrived, contact us within the first 72 hours after receiving the order through the Returns section in your account and we will manage your request. The return will not be accepted, as well as the claim of a missing item, if it has not been communicated within the established period.

The product you wish to return must be unopened, inside its original packaging and seal.

To expedite the process, please send us the following photographs of the product in question attached to your application:

- Photograph of the front of the product in its original packaging.

- Photograph of the barcode (EAN) of the product.

In this case, we will proceed to review your request and organize the collection of the product.

We inform you that, in case of receiving an electronic product that has signs of manipulation, the claim cannot be accepted. In this case, we will return the product to the customer, after paying expenses for collection and reshipment, amount totaling a sum of € 11.98.

Once this amount has been paid, the product will be forwarded to the desired address.

In case the claim is accepted by our managers, we will proceed to return the total amount of the product with the same form of payment in which the order was made.

How to proceed if a product is missing in the package received.

We wish to inform you that our logistics center works in a modern and advanced way, reducing to the maximum the possibility of committing any error when preparing an order.

To guarantee a correct preparation of your order, we inform you that we have an internal recording system that records the entire process of preparing our orders. Likewise, we wish to inform you that the request of the video of the preparation of your order supposes an additional cost.

We kindly check the received box and the protective paper inside the package since in many occasions the product is among this paper.

After having reviewed the package, contact us if you want us to continue with the procedure of the request of the preparation video.

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