Policy on Returns and Exchanges
Return Policy for Undamaged Goods:
We accept returns of goods within 14 days of purchase, but the item must be in perfect condition and the refund will be made minus the cost of two-way shipping.
Return Period: The buyer has the right to return the goods within 14 days from the date of its receipt without stating the reasons for the return.
Condition of Goods: Goods must be returned in their original condition, without signs of use, with all markings, labels, and original factory packaging intact. Remember that the goods you wish to return must be in their original condition with all components. Pack all items in the original packaging. Goods purchased as sets must be returned as sets. Note that the seller reserves the right to refuse to accept returned goods and send them back to your address in case of violations of the return policy.
Return Notification: The buyer must inform the seller in advance of their intention to return the goods. Notification can be sent by email. Include at least the following information:
- Your name,
- Order number,
- List of items you want to return, and
- Reason for return: you are not satisfied with the goods, the goods do not match the description, damaged goods, wrong item, or another reason.
Without this notification, the seller has the right to refuse to accept the goods.
Furthermore, if you are returning goods, the postal shipment should generally be registered or insured, as Fetebe does not take responsibility for the loss or damage of parcels during delivery.Shipping Costs: In case of a return, the cost of two-way shipping is not refunded to the buyer and is deducted from the refund amount. This includes the cost of original shipping from the seller to the buyer and the cost of return shipping from the buyer to the seller.
Refund: The money for the returned goods is refunded to the buyer after the seller has received and checked the condition of the goods. The refund amount will be reduced by the cost of two-way shipping.
Return Address: 9184, St. Jakob im Rosental, Längdorf, Längdorferstraße, 30/4
Exceptions to the Return Policy:
- Sealed goods that are not suitable for return for hygiene reasons if their packaging has been opened after delivery: this includes cosmetics, body care products, underwear, swimwear, headphones, etc.
- Goods that are, by their nature, inseparably mixed with other items after delivery.
- Goods made to the consumer's specifications or clearly personalized.
- Goods that can deteriorate or expire rapidly.
- Sealed audio or video recordings and computer software, if opened after delivery.
Damaged Goods:
All our goods are shipped packaged in perfect condition. If external damage or any anomalies in packaging are discovered upon delivery, the recipient must report this on the delivery note or receipt, stating "PACKAGE DAMAGE". This is necessary for the transport company to accept the complaint. Attention! If you accept goods with damaged packaging without noting it on the delivery note or receipt, it means you knowingly agreed to receive damaged goods, and the refund for the goods may be incomplete. Also, open a post-sale request within 2 days of delivery. To process a replacement or refund for damaged goods, we need you to provide within 2 days after receiving the order evidence of damage:
- Photo of the outer packaging
- Photo of the opened parcel showing visible protection
- Photo of the courier service sticker
- Photo of the damage
- Photo of the list of goods with stamps
- Your name,
- Order number,
- Name of the damaged goods, and
- A statement that the goods are damaged.
In case the parcel arrives with clearly damaged packaging and you suspect the goods are also damaged, you may refuse to accept the parcel and notify Fetebe's customer service. A new product will be sent to you urgently or a refund will be made, but not before the parcel returns to the seller. Attention! If the goods or goods you wish to return were not received damaged or defective, you bear the responsibility for paying the cost of two deliveries.
Exchange of Goods: We do everything to ensure that goods are delivered to you in full accordance with your order. If you still receive an incomplete order or items different from those you ordered, or you are dissatisfied with the order for any other reason, you may return the order. If an exchange of goods is not possible or if you wish to cancel the purchase completely, you will be refunded the full cost of the goods. Fetebe will proceed with the refund only after receiving and accepting the goods. The sooner you return the goods, the sooner you will receive the money or a new or corrected item will be sent to you.
Refusal of Goods Delivery:
If you refuse to accept the delivery of all or part of your order (if the products or packaging are not damaged), you will be responsible for postal expenses. Any fees and payments incurred by the seller in connection with the refusal of the parcel will be deducted from the refund amount of your goods. The same applies if tracking indicates that a delivery attempt was made, and the item is waiting for collection from the postal storage, and this item was not received.