The following rules must be adhered to for any return request to be considered valid:
Rule 1: Adherence to Timeframe Returns must be initiated and shipped back within 30 calendar days of the customer's original delivery date. Requests outside this window will be automatically rejected.
Rule 2: Condition of Returned Goods Returned products (books, apparel, decor, etc.) must be in their original, unused, and resellable condition. Items showing signs of wear, washing (apparel), or damage not attributable to shipping are not eligible.
Rule 3: Mandatory Packaging All original packaging, protective inserts (essential for decor items), tags, cases, and cleaning accessories must be included in the return package. Failure to include these components may result in a partial refund or rejection.
Rule 4: Final Sale Exclusion Items clearly marked as 'Final Sale' or 'Clearance' at the time of purchase are ineligible for returns, refunds, or exchanges under any circumstance.
Rule 5: Customer Responsibility for Return Shipping For non-defective returns (e.g., change of mind, wrong size ordered), the customer is solely responsible for all return shipping costs.
To ensure efficient processing, the formal Return Merchandise Authorization (RMA) rules must be followed:
Rule 6: Required Authorization No returns will be accepted at our distribution centers without a valid and pre-approved RMA Number. Customers must contact support first to obtain this unique number.
Rule 7: Proof of Purchase A copy of the original receipt or proof of purchase (order confirmation email with the order number) is mandatory and must accompany the return package.
Rule 8: Tracking Requirement All return shipments must use a trackable shipping service. HD Ladelux Grup accepts no liability for packages lost or damaged during the return transit process.
These rules specifically govern the final monetary transactions:
Rule 9: Inspection Conformance All refunds are conditional upon the returned item successfully passing our quality control inspection at the distribution center. If the item fails inspection (e.g., damage due to poor repacking), the refund may be rejected.
Rule 10: Non-Refundable Charges Original outbound shipping charges paid by the customer are non-refundable. Only the cost of the product(s) will be credited.
Rule 11: Service Fee Refunds (B2B) For HD Ladelux Grup's direct logistics clients, refunds on service fees (e.g., freight, warehousing) are only granted for proven billing errors and must be requested within 30 days of the invoice date. Service fees are non-refundable once the contracted service has commenced.
Rule 12: Refund Method All approved refunds will be credited back to the original payment method used for the purchase. No refunds will be issued to alternate accounts or via cash.
