This Return and Refund Policy applies to all purchases made through the ceramizacool.com website.
Contact Information
For questions about returns and refunds, please contact our customer service via:
– Email: contact@ceramizacool.com
– Phone:+21223327427
– Store Address: Lotissement Marouane 1, Avenue Moulay Rachid, Magasin N6, Rte de Sefrou, Fès 30000
Return Window
Customers in The USA have the right to cancel their purchase and return the product within 30 days of receipt without providing any reason.
Return Instructions
1. Return Notification: To initiate a return, contact our customer service at contact@ceramizacool.com with your order number and a detailed reason for the return.
2. Return Authorization: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.
Packaging and Shipping
1. Safely pack the item in the original packaging with all labels and tags still attached.
2. Include the return authorization form and any necessary supporting documents or images.
3. Download and print the return label from the link provided in our email.
Return Costs
Customers are responsible for return shipping costs unless the item is defective or not as described. In such cases ,ceramizacool.com will cover the return shipping costs.
Specific Return and Refund Conditions
– Returns Due to Change of Mind: If you change your mind after purchase, you can return the product within 30 days, provided it is unused, undamaged, and in the original packaging.
– Defective Goods: If you receive a defective product, contact our customer service immediately for instructions. ceramizacool.com will cover the return shipping costs and provide a replacement product or a refund.
– Damaged Goods: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.
– Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.
– Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
– Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.
Policy for Damaged or Defective Goods
Upon receiving damaged or defective goods, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.
Policy for Non-Damaged Goods
If you change your mind, you can return the undamaged and unused product within 30 days. Ensure it is in the original packaging.
Timelines
– Return Window: Returns must be reported and shipped within 30 days of receiving the product.
– Return Processing: After receiving and inspecting the returned item, we will process the refund within 30 days. You will receive a confirmation email.
– Refund Conditions: A refund is approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
– Refund Period: After the return is approved, it takes up to 14 days to process the refund to the original payment method.
– Refund Methods: Refunds are made to the original payment method used at the time of purchase.
Shipping Method and Costs
– Shipping Method: DHL + Track & Trace
Legal Rights
This policy does not affect any applicable legal rights.
Questions?
Visit our FAQs page or contact our customer service.
Need help?
For any questions, reach out to us at:
Address: Lotissement Marouane 1, Avenue Moulay Rachid, Magasin N6, Rte de Sefrou, Fès 30000
Phone: +21223327427
Email: contact@ceramizacool.com
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