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SHIPPING & RETURNS

 

 

DELIVERIES

 

When confirming their order, the Customer transfers his delivery address according to the address registered at his PayPal account and this only in the countries where the delivery is allowed by the Site (all member states of the European Union) according to PayPal payment method is accessable.

Should the Customer opt for delivery to a given address, Ralf+Merita will do its best to ensure that this order is dispatched to that address within a few days of confirming the order.

Ralf+Merita reserves the right to split orders into one or more deliveries as Products are available. Each delivery will be notified by e-mail. Deliveries can be accompanied by a delivery note which also gives details of the goods delivered.

Should a delivery go missing during the delivery process, and the provisions of this article are complied with, Ralf+Merita will send a new shipment entirely at its expense if the Product is still available or refund the value of the order including transport costs.

The risks of loss and/or damage pass to the Customer on delivery. 

 

 

RIGHT TO REVOKE AND RETURNS

 

Unless the Site expressly states otherwise, the Customer may notify Ralf+Merita within 30 calendar days of receiving the Product that they wish to exercise their right to revoke without being liable to pay any damages on that account and without having to give any reasons.

The rights of the Customer are not applicable on certain categories of Products. This means that the Customer cannot change his mind or cannot return the Products:

- Products which are personalized, including custom made Products or Products adapted to the Customer and digital products.

Should a Customer notify Ralf+Merita that they wish to revoke their contract to buy, they must do so within 14 calendar days of receiving the Product as above. The Customer can exercise his right to revoke by sending an email to team@ralfandmerita.com or using the online contact form. The should including the following information: order number, date of order, shipping address & products (including the name, color and size of each item) and their quantity he wants to return. 

The right to revoke in respect of Products delivered only applies provided the Product is also actually returned within 14 calendar days of the Customer notifying Ralf+Merita that they wish to revoke their purchase.

When receiving the notification to return Products, Ralf+Merita will give instructions on how to return the Products.

The return charges are at the Customer’s expense by franking the returning package sufficiently.  

The Product must be sent back as new in its original packaging, in perfect condition and accompanied by the original sales invoice (of which the Customer retains one copy) and a completed return document. Any returns for which the sender cannot be identified will be refused. After the 14 calendar days, Ralf+Merita can no longer accept returns and will return them to the sender.

Purchases will be refunded within 14 calendar days of Ralf+Merita receiving returns in good time, provided all conditions as specified above have been strictly complied with. Under no circumstances can the amount repaid ever exceed what the Customer actually paid.

Refunds will be done using the same payment method as the Customer used for his purchase (usually: PayPal).    

 

STATUTORY WARRANTY AND COMPLAINTS PROCEDURE

 

Ralf+Merita warrants that the Products offered for sale do not suffer from any visible or latent defects which render the Product impossible or dangerous to use.

This warranty is without prejudice to the statutory rights the Customer has under their national legislation.

The Customer is guaranteed against any non-compliance which exists when a Product is delivered and which manifests itself within two months of being delivered. This two-months period will be suspended for as long as it takes to repair or replace the product, or should Ralf+Merita and the Customer be involved in negotiations with a view to settling matters amicably.

Customers must contact Customer Service should they wish to invoke this warranty immediately, and must notify Ralf+Merita of the non-compliance via Customer Service in writing in any case within two months of discovering the defect.

They must get in touch by sending an email to team@ralfandmerita.com .

Under no circumstances does the warranty apply to Products which are damaged intentionally or by the Customer's negligence; nor does it apply if the damage is due to sleet, transport or incorrect use.

Customers can contact Customer Service if they have any queries as to the warranty.

Customers can reach Customer Service by email at team@ralfandmerita.com . We will make every effort to answer all your questions within 72 hours. 

Providing this warranty and customer support is important to Ralf+Merita. Therefore, all acts that may negatively affect customer service are forbidden, such as reselling the Products, relabeling the Products or exporting them outside the European Union for commercial purposes. The Products are sold for private purposes only.

The costs incurred by Ralf+Merita for the verification of compliance of prohibition of export for commercial purposes outside of the European Union will be borne by the Customer in case of infringement. Ralf+Merita also reserves the right to suspend or even refuse a sale if there is a prima facie indication that the prohibition is not respected.

 

DISPUTE AND GOVERNING LAW

 

Should any disputes arise between the parties concerning the agreement, the courts of the judicial district of Hamburg will have exclusive jurisdiction to hear the case.

The agreement between the parties is governed by German law.

 

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