The terms set forth are offered by MUTRETEN OÜ, without any harm to other customer rights or obligations established by EU law, as a value-added service included in the regular fees we charge.
You can revert your order with no need for any explanation at any time until the goods arrive at the delivery address where you ordered to. There will be no additional cost to you for this and you will receive 100% of your original payment for the goods you ordered back. The fees we charge for delivery, materials (consumable) and handling of your order are not refundable.
Once the goods are delivered, our return policy lasts 30 days. If 30 days have gone by since your order was delivered to you, unfortunately we can’t offer you a refund, exchange or any further guarantee.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We only replace items if they are defective or damaged before delivery. It is your obligation to document and communicate any damage within 3 days after delivery. Failure to do so may invalidate your return right at our own discretion. It is our decision wether to exchange the item or refund its original value to you.
All return requests can be easily sent to us directly through the customer account on our website, or per email at firstname.lastname@example.org.
Please do not send your purchase back to the manufacturer. You will receive instructions on how to proceed once you have made the return request.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You will be responsible for paying for your own shipping costs for returning any ordered items after they are delivered to you. Shipping costs are non-refundable. You will have the right to return any quantity of items from a single order for a flat shipping fee of EUR 19.90, if you choose to hire us for this new shipping. If you receive a refund, the cost of this return shipping fee will be deducted from your refund.
If you are shipping an item through another logistic service provider, you should consider using a trackable shipping service and purchasing shipping insurance. We can not guarantee that we will receive your returned item.