Refund and return
Our return policy
Our return policy is part of, and should be read in conjunction with, our terms and conditions of sale. We reserve the right to change this return policy at any time. This return policy was last updated on 04/06/2014
It is important that you check your order or items upon receipt and always before use. If any errors do occur or issues arise, they should be reported to us immediately so that we can investigate.
Before attempting to return an order, you will need to contact our customer service department to request a Return Authorization Number. Without this number, it may be difficult to process your return, which means the process may take longer.
Right of cancellation
You have the right to cancel this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision to terminate this contract by a clear statement (for example by selecting the appropriate option in your account or a letter sent by post). You can use the sample cancellation form below, but it is not mandatory.
Please make sure the items you are returning are unopened and in the original packaging. Unwanted goods must be in mint condition with all sales seals intact.
Effects of cancellation
If you cancel this contract, we will refund all payments received from you, including delivery charges (except for any additional charges that arise if you choose a delivery type other than the cheapest standard delivery type than we propose).
We may make a deduction from reimbursement for the loss of value of any merchandise supplied if the loss is the result of unnecessary handling by you.
We will reimburse as soon as possible and at the latest:
- 14 days after the day on which we receive the products supplied from you; or
- (if earlier) 14 days after the day you provide proof that you have returned the goods; or
- if there are no delivered goods.
14 days after the date on which we are informed of your decision to withdraw from the contract.
We will make the refund using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. In any case, you will not incur any costs as a result of the reimbursement. You will have to bear the direct costs of returning the goods.
Cancellation form template
To: Pop addik and co
I hereby indicate that I am canceling my contract for the sale of the following goods:
Client signature (only if sent on paper):
What should I do if I receive an incorrect item?
We have high standards for packing your order, but mistakes do happen from time to time. Please accept our apologies if you received an incorrect item. As part of our customer goals, we will do our utmost to resolve your query quickly, easily, and with absolute minimal inconvenience.
We will consider each case individually when considering the return of the product; in some cases, we may need additional information such as pictures so that we can choose the best course of action. Our aim is to provide you with the best solution in the shortest possible time.
What should I do if my item is damaged?
Although we take care to avoid damage to your goods during transit, problems may arise. Please accept our apologies if you received a damaged item.
We ask you not to refuse the delivery, to accept the goods and to contact us immediately. A refusal may result in a delay in the return of the package.
You can contact us through your account using the online message center. Please attach any photos you have of the damage to the message. A member of our team will review the details and come up with the best resolution to resolve your query.
How do I report a problem with my product?
Please accept our apologies if you believe there is a defect with your item, we take all complaints about the quality of our products seriously and will need to investigate the reported defect in more detail.
To do this, we ask that you contact us through your account using the online message center. Please provide details of the defect and, if possible, attach images to your message.
How to organize a return?
Please contact our customer service to arrange your return.
We will need to know your order number, the item you wish to return, and the reason for the return. Upon receipt of this information, we will provide you with a unique return authorization number and all the information necessary to organize the return.
Please pack the item securely and make sure our returns form is included inside.
You will need to obtain proof of receipt of postage when you send your item to us. Proof of postage costs nothing, but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will issue a refund to the original account used to purchase the item.
Any item that you have accepted and then returned is your responsibility until it reaches our warehouse. So please ensure that you return your item to us using a delivery service that insures you for the value of the merchandise.
Will you reimburse my shipping costs to return an item?
We are more than happy to reimburse the postage for returning an item where return is required due to our error. For example:
- If we sent you the wrong item
- If the item is damaged or defective
- Where you return a replacement item that you do not want to keep
We will not refund shipping costs for returning items that are unwanted or no longer needed. These charges will need to be covered by you, again we recommend that you use a delivery service that insures you for the value of the goods.
We will not refund postage to return an item due to reported damage or defect where no errors were found in the testing process. The cost of returning the item will depend on the item and will be communicated to you once the testing process is complete.
We operate a 40 day policy in which we ask you to make contact to let us know your order has arrived or not. Please contact us before the 40 day window for any deliverability issues, otherwise we cannot trace this item and are unable to offer you a refund or replacement.