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DELIVERY AND HANDLING
1. ORDER PROCEEDING TIME
Your order will be shipped within 72 hours after receiving the payment. Sometimes it happens though that for any reason we have to get the item from the supplier and then, the proceeding time can take up to 6 business days or as agreed. We will contact you when we know that the proceeding time could be prolonged.
Please remember, that orders which are not paid within 4 working days will be automatically cancelled.
2. SHIPMENT METHODS AND TIMES
The Vortex Webstore shop delivers the orders with Post NL in The Netherlands and DHL. This ensures that you will get the detailed tracking info all the time and you will exactly know what happens with your package. Most of the orders are being delivered within 3-5 working days. The maximum delivery time is 10 business days within EU. Outside the EU it varies between 5 days to 21 days.
The shipping time varies and depends on your country of residence.
3. SHIPMENT COSTS
The shipping cost in our store are dependent on the items weigh, destination country and shipping courier. Therefore you will get the shipment price at the checkout.
4. PROBLEMS WITH DELIVERY
In case you don’t get the order within the estimated timeframe, please contact us at firstname.lastname@example.org and we will track down the problem and help you. In case the package is missing (which happens very rarely) we will send a new order or put in a refund if requested.
1. Have you changed your mind after receiving your order?
To be eligible for either a return or exchange, you will need to notify us of your request + ordernumber within 14 days of your delivery date via email@example.com and the products must be unused and packaged in the same condition you received it. After we have received the order unused and packaged, we will refund your costs. Return costs will be imposed by consumer.
2. Have you changed your mind before your order has been dispatched from our warehouse?
No worries, we've all been there! If you would like to make changes to your order, or request for cancellation is raised prior to your order being dispatched from our warehouse, not a problem. We will change/refund your order without any additional costs.
We reserve the right to refuse a return request after 14 days.
3. Wrong shipping address?
Did you accidentally write down your wrong shipping address? Did you use Paypal Express without changing your address? If your order hasn’t been shipped yet, not to worry. Please email us with your order details such as your order number plus the correct address to firstname.lastname@example.org, and our customer support team will get in touch with you to resolve.
Did you already receive your track and trace number? Unfortunately we cannot change any addresses after the order has been shipped. We reserve the right to refuse a refund request.
4. Damaged or Faulty Products
Upon receipt, please inspect your products and notify us immediately of any faults or damage. You should notify us within 14 days of your delivery date of any damage or faults of your goods.
A replacement or refund will be offered to you for a major defect which renders the product not fit for purpose.
Reports for minor defects where the product fails to be of acceptable quality and the failure does not amount to a major defect will be reviewed on a case by case basis and we will offer you an appropriate solution in the form of a replacement part, repair, or a small discount. The final decision for the resolution rests with Gaerea and will be applied as we deem appropriate and reasonable.
Please email us with your order details and photos of the damaged or faulty product to email@example.com, with your order number included and our customer support team will get in touch with you to resolve.
If a refund has been agreed upon, it will be processed back to your original method of payment once the product has been received back in our warehouse, less any applicable shipping costs and/or re-stocking fees.
6. The right to withdraw from an agreement concluded remotely does not apply in the case of:
6.1. (1) agreements on rendering services, if the Seller has fully performed the service at the express consent of the consumer, who was informed prior to the commencement of services that the right to withdraw from the agreement shall be lost upon completion of the service by the Seller; (2) agreements in which the price or remuneration depends on fluctuations on the financial market, over which the Seller has no control and which may occur before the expiry of the agreement withdrawal term; (3) agreements in which the Product or service provided is not prefabricated, but is produced according to the consumer’s specifications or meant to satisfy the consumer’s custom needs; (4) agreements in which the provided Product is highly perishable or has a short use by period; (5) agreements regarding a Product delivered in a sealed package, which is impossible to return upon opening due to health safety or hygienic reasons, if the packaging was opened upon delivery; (6) agreements regarding Products which upon delivery, due to their nature, are inseparably connected to other items; (7) agreements concerning the delivery of alcoholic beverages, whose price was agreed upon during conclusion of the Sales Agreement and which can be delivered only after 30 days, and the value of which depends on market fluctuations, over which the Seller has no control; (8) agreements in which the consumer expressly requested the Seller to come to the consumer’s premises in order to carry out urgent repairs or maintenance; if the Seller additionally renders other services than those requested by the consumer or delivers Products other than replacement parts essential to carry out repairs or maintenance, the consumer has the right to withdraw from the Agreement in relation to the additional services or Products; (9) agreements relating to the provision of audio or video recordings or computer software delivered in sealed packaging, if the packaging was opened upon delivery; (10) agreements regarding the delivery of daily journals, periodic journals or magazines, with the exception of subscription agreements; (11) agreements entered into by way of public auction; (12) agreements for the provision of services in the area of accommodation other than for residential purposes, transport of items, lease of vehicles, catering, services associated with leisure, entertainment, sports or cultural events, if the agreement specifies a date or period of service provision; (13) agreements regarding the delivery of digital content, which are not recorded on a physical carrier, if the performance of services was commenced with the express consent of the consumer before the expiry of the agreement withdrawal terms and after the consumer was previously informed by the Seller of the loss of rights to withdraw from the agreement.
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