PRODUCT RETURN / PURCHASER COMPLAINTSUnless stated otherwise, the purchaser has the right to return the Product within 14 days from receiving the Product without stating a reason upon receipt of a return authorisation. This right applies only in the case that the Product and its original packaging and any other materials that came with the Product can be returned in the same conditions as when received. However, return claims should be sent by email within 5 days of receipt of Products to firstname.lastname@example.org.
Products received by you cannot be returned except with return authorisation. The returned Products must remain in good condition and you do not have a right to return Products which have been used, worn, damaged or otherwise treated in such a way as to make resale impossible. If any returned non-defective Products are not deemed to be in a suitable condition for resale, we reserve to decline return authorization and to return the Products to you and charge a redelivery fee.
Other details (return address etc.) will be provided by email when your return authorisation is granted and sent to you. Return shipping is paid by you. Please note that returns and exchange can take 2-4 weeks to process after receipt of the returned Product.
In case a Product has been delivered to you in damaged or incomplete condition or has not been received by you, the following applies:
- If your Product is damaged in transport or missing or went missing despite carrier information indicating otherwise, you must file a complaint procedure with the carrier. The outcome of this procedure will be awaited.
In case the responsibility of the carrier is confirmed, GRAHAM SA will either refund you or will re-ship the ordered Product.
Please note that in case a shipment 14 days after the shipment date has not been delivered at the delivery address stated in the order confirmation (or the pick-up point agreed with the carrier), you have the obligation to inform the carrier and GRAHAM SA customer team by mail (email@example.com) within 10 days (so ultimately 24 days after the shipment date).
- If you receive a Product and see that it is damaged or does not match the one ordered, you shall contact GRAHAM SA customer support service team by email (firstname.lastname@example.org) within 10 days from receiving the Product indicating the order number. GRAHAM SA will get back to you with instructions and how to return or replace the item.
Defective Products returned to GRAHAM SA should be packaged as it they were faultless in a way that they cannot be damaged during transit.
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