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Exchanges, Returns and Claims
How to exchange or return the goods?
You can return or exchange the goods for another within 14 days until receipt of the shipment.
Product returns are NOT possible for perfumes, cosmetics and other consumer products that you have already opened for hygienic reasons - used products cannot be returned to circulation. Inadequate composition or unsatisfactory perfume cannot be considered a product defect.
Place the unused goods together with all accessories in the original box. Wrap the box thoroughly (foil or wrapping paper will suffice - do not tape the original box with adhesive as this will cause it to deteriorate) to prevent damage or loss of the goods. Send us an e-mail to let us know if you want to return or exchange the goods together with your order number.
Send the goods to Topshelf s.r.o., Tulkova 763/8, 19800 Prague 9, Czech Republic.
Claims
If you wish to make a claim for goods purchased from us, you must first read the claims procedure.
1. Any delay or use of the goods with a defect may cause the defect to intensify and result in the goods becoming devalued, which may be grounds for rejection of the claim.
2. The warranty period of the goods is 24 months and begins on the date of receipt of the goods.
3. The warranty period is not to be confused with the useful life of the goods, i.e. the period of time for which the goods may last under proper use and care, including maintenance, given their characteristics, the purpose for which they are intended and differences in the intensity of their use.
4. In the event that the buyer, after receipt of the goods, finds that the goods do not conform to the ordered goods or if the goods show a defect, he must immediately inform the seller of this fact.
5. If a defect occurs in the purchased goods, the customer has the right to claim this defect.
6. A defect is defined as a change in the characteristics of the goods caused by the use of unsuitable or poor quality material, failure to comply with the production technology or improper design.
7. A defect shall not be deemed to be a change in the characteristics of the goods which has occurred during the warranty period as a result of wear and tear, misuse, inadequate or improper maintenance, natural changes in the materials from which the goods are made, any damage caused by the user or a third party or other improper intervention.
8. A claim shall be deemed to be properly made if the goods claimed are complete and the claim is not prevented by general principles of hygiene. The customer is obliged to present the claimed goods cleaned, free of all impurities and hygienically sound. Topshelf s.r.o., operating an e-shop at www.ferwer.com, is entitled to refuse to accept a claim for goods that do not comply with the above-mentioned principles of general hygiene (Decree 91/1984 Coll., on measures against communicable diseases).
9. In justified cases, the authorised officer may agree on a longer period.
10. The Customer shall claim by sending the goods together with a completed claim form and a copy of the proof of purchase of the goods (invoice) to Topshelf s.r.o., Tulkova 763/8, 19800 Prague 9, .
Procedure for claiming goods
Clean and pack the goods to be claimed in such a way that no further damage or loss of the goods or their parts occurs during transportation.
Send the package to Topshelf s.r.o., Tulkova 763/8, 19800 Prague 9, Czech Republic.
Send us by e-mail the reason why you are making a complaint together with your order number.
You can return or exchange the goods for another within 14 days until receipt of the shipment.
Product returns are NOT possible for perfumes, cosmetics and other consumer products that you have already opened for hygienic reasons - used products cannot be returned to circulation. Inadequate composition or unsatisfactory perfume cannot be considered a product defect.
Place the unused goods together with all accessories in the original box. Wrap the box thoroughly (foil or wrapping paper will suffice - do not tape the original box with adhesive as this will cause it to deteriorate) to prevent damage or loss of the goods. Send us an e-mail to let us know if you want to return or exchange the goods together with your order number.
Send the goods to Topshelf s.r.o., Tulkova 763/8, 19800 Prague 9, Czech Republic.
Claims
If you wish to make a claim for goods purchased from us, you must first read the claims procedure.
1. Any delay or use of the goods with a defect may cause the defect to intensify and result in the goods becoming devalued, which may be grounds for rejection of the claim.
2. The warranty period of the goods is 24 months and begins on the date of receipt of the goods.
3. The warranty period is not to be confused with the useful life of the goods, i.e. the period of time for which the goods may last under proper use and care, including maintenance, given their characteristics, the purpose for which they are intended and differences in the intensity of their use.
4. In the event that the buyer, after receipt of the goods, finds that the goods do not conform to the ordered goods or if the goods show a defect, he must immediately inform the seller of this fact.
5. If a defect occurs in the purchased goods, the customer has the right to claim this defect.
6. A defect is defined as a change in the characteristics of the goods caused by the use of unsuitable or poor quality material, failure to comply with the production technology or improper design.
7. A defect shall not be deemed to be a change in the characteristics of the goods which has occurred during the warranty period as a result of wear and tear, misuse, inadequate or improper maintenance, natural changes in the materials from which the goods are made, any damage caused by the user or a third party or other improper intervention.
8. A claim shall be deemed to be properly made if the goods claimed are complete and the claim is not prevented by general principles of hygiene. The customer is obliged to present the claimed goods cleaned, free of all impurities and hygienically sound. Topshelf s.r.o., operating an e-shop at www.ferwer.com, is entitled to refuse to accept a claim for goods that do not comply with the above-mentioned principles of general hygiene (Decree 91/1984 Coll., on measures against communicable diseases).
9. In justified cases, the authorised officer may agree on a longer period.
10. The Customer shall claim by sending the goods together with a completed claim form and a copy of the proof of purchase of the goods (invoice) to Topshelf s.r.o., Tulkova 763/8, 19800 Prague 9, .
Procedure for claiming goods
Clean and pack the goods to be claimed in such a way that no further damage or loss of the goods or their parts occurs during transportation.
Send the package to Topshelf s.r.o., Tulkova 763/8, 19800 Prague 9, Czech Republic.
Send us by e-mail the reason why you are making a complaint together with your order number.