In addition to your statutory rights, Deleurde accepts eligible return requests made within 30 days of delivery. To request a return, contact support@deleurde.com before sending the item. We will provide the appropriate instructions and return address.
The item must be unused and returned complete and suitably protected. Original packaging is recommended for ceramic products, but equivalent protective packaging may be used.
Consumers generally have fourteen days from receipt to notify Deleurde of their decision to withdraw, then fourteen days from that notification to return the goods. You may use the statutory form or send an unambiguous statement to support@deleurde.com. Exercising this right is not conditional on prior approval.
Direct return costs are borne by the consumer unless otherwise stated. Deleurde refunds the returned products and the standard outbound delivery charge. Any additional amount paid for a more expensive delivery method is not refundable.
You may handle a product as reasonably necessary to establish its nature and characteristics. You may be responsible for diminished value caused by handling beyond what is necessary. Please package ceramic items carefully and retain proof of dispatch.
Refunds are made using the original payment method unless another fee-free method is expressly agreed. They are issued within the statutory period. Where permitted, Deleurde may defer reimbursement until the goods have been recovered or proof of dispatch has been supplied.
Sale, discounted and promotional items remain covered by statutory withdrawal rights. Goods made to your specifications or clearly personalised may be excluded from withdrawal if this was disclosed before purchase. Statutory guarantees continue to apply in the event of damage, defect or non-conformity.
If an item arrives damaged, incorrect, incomplete or non-conforming, contact support@deleurde.com promptly with your order number and useful photographs. Deleurde will provide an appropriate remedy in accordance with the statutory guarantees, without charging return costs that it is legally required to bear.
If a parcel is returned because it was not collected or the address supplied was incorrect, Deleurde will contact you to arrange redelivery or determine the appropriate refund. Costs actually incurred may be charged or deducted only where permitted by law and by the information provided before purchase. No automatic disproportionate charge is applied.
Where an exchange is appropriate, contact support@deleurde.com before returning the item. Availability cannot be guaranteed. Your statutory rights remain unaffected.
Business purchases do not generally benefit from the consumer right of withdrawal. B2B returns are governed by the professional terms of sale, the applicable quotation and any written agreement.
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