Complaint

Complaints and returns

 

COMPLAINT

If the goods you received from us are damaged, proceed according to the complaints procedure.

Products subject to the right to claim must be handed over for assessment immediately after the defect is discovered, must be clean, without signs of use, with intact packaging / cap with intact seals and with appropriate documents and a description of the defect.

In case of a complaint, you can choose two options, proceed as described below:

   A) Send the product to the address - "External warehouse". Shipping is paid by the seller.

           Contact address - External warehouse: LAVYcosmetics.com, Bartousov 37, Bartousov, ZIP code 58001, Czech Republic, phone: +420 777054646.

   B) We will arrange collection by carrier. Once you know when and where we will be able to pick up the shipment, please contact us.

       The goods must be properly packed for transport in such a way that there is no further possible damage to them.

The shipment must be complete (including accessories and all documentation) and in the condition in which you received it upon delivery. Attach the proof of purchase to the goods. Please always use wrapping paper or cardboard so that the original packaging cannot be labeled, written on or otherwise damaged during transport. Do not send goods on cash on delivery, in which case the goods will not be accepted.

We recommend that you insure the goods.

Defective or damaged goods will be replaced or the purchase price refunded.

The goods must be accompanied by all the documents that the buyer received with the goods, i.e. a brochure with instructions and others.

The seller does not assume responsibility for damages resulting from the operation of the products, functional properties and damages from unprofessional use of the products, as well as damages caused by external events and incorrect handling. Defects of this origin are not covered by the warranty provided.

Rejected claims may be charged for claims processing costs and handling fees.

You will be informed about the handling of the complaint by e-mail or SMS. As with the delivery of the order, you will be informed about the shipment of the package and the delivery date.


SHIPPING AND REFUNDS

How to proceed when returning goods?

1) Prepare the shipment as described below.

    As soon as you know when and where we can pick up the shipment.

    Contact us if you will be sending it by Czech Post.

2) Send the goods that you will be sending back to our address by the carrier of your choice as described below.

How to prepare the shipment?

The shipment must be complete (including accessories and all documentation) and in the condition in which you received it upon delivery.

Attach the proof of purchase to the goods.

Please always use wrapping paper or cardboard so that the original packaging cannot be stuck, written on or otherwise damaged during transport.

Do not send goods on delivery, we recommend that you insure the goods.

How do we refund you?

The money will be returned to your bank account only (don't forget to mention it) and usually within 3 working days of receiving the shipment.

In the event of a return, the amount will be reduced by shipping costs (does not apply to complaints).