Guarantee – complaints - withdrawal
Guarantee
Sometimes an order may be damaged or broken during transportation to the address of your choice. If your order is received from the carrier in a damaged or broken condition, then you will of course be entitled to a guarantee. However, you are legally obliged to report this to us within two months of the detection of the damage or the broken condition. If it appears that you are entitled to a warranty, we will arrange for a repair or replacement of your product free of charge. Did you receive an order in damaged or broken condition? Please let us know within 2 months of the date of your confirmation by sending an e-mail to: info@carolinaguzman.com, stating the following details: - Name, address, city - Order number - Purchase date - Clear description and added photos regarding the damaged or broken condition - Indicate what we can do for you and what is a suitable solution for you. For example, would you like to compensate for your purchase? - If you do not want any compensation, please return the product to us free of charge and we will refund the purchase amount.
Complaints
At Carolina Guzman we would like you to be happy with your product. Unfortunately, it happens that something went wrong during the order process or where quality control has not been performed properly. For instance, the article may not meet your expectations or your favourite dress turns out to have a hook. In that case you will receive a new article. We take every complaint seriously and strive for a tailor-made solution. Your complaint will be dealt with in accordance with the below procedure.
Complaint handling
In 2 ways, you can report your complaint to us, by e-mail or by visiting our store. By email Send an e-mail to: admin@carolina-guzman.com and include the following information and attachments: - Name, address, city - Order number - Purchase date - Clear description and pictures of the problem - Please indicate what we can do for you? And what do you think is a suitable solution? Once we have received your complaint, we will let you know by phone or email within 3 days and what we will do with your complaint and whether we can (or can) provide a solution to it. Depending on the accuracy of your complaint, we can offer various solutions, ranging from exchanging the item, adjusting it free of charge or a refund of the purchase amount. Visiting our store Do you live nearby and are you able to come to our shop in Middelburg? We will then help you directly in the shop. Did you wear the articles? Then we ask you to wash them according to washing instructions before taking them to our shop. Show our employee the relevant article along with the order confirmation and/or receipt and/or order number and tell us clearly what you think is the problem and describe your complaint. Our address and opening hours are: Nieuwstraat 37 A, 4331 JK Middelburg Monday 10:00–17:00 Tuesday 10:00–17:00 Wednesday 10:00–17:00 Thursday 10:00–17:00 Friday 10:00 -17:00
Depending on the accuracy of the complaint, we can offer you various solutions, ranging from exchanging the item, adjusting it free of charge or a refund of the purchase amount. Right of withdrawal You have the right to revoke the agreement within 14 days without giving any reasons. The withdrawal period shall expire 14 days from the day on which you or a third party designated by you, who is not the carrier, physically acquire the product, or: - if you have ordered more than one product in the same order: the day on which you, or a third party designated by you, received the last product; - where the supply of a product consists of several consignments or parts: the day on which you, or a third party designated by you, received the last consignment or part thereof; - in the case of agreements for the regular supply of products for a certain period, the day on which you, or a third party designated by you, received the first product.
Exercise right of withdrawal
In order to exercise the right of withdrawal, you must inform us by e-mail (admin@carolina-guzman.com) within the aforementioned terms and conditions by means of an unambiguous statement that you wish to revoke the agreement and order. In your e-mail, you must provide the following information: - Name, address, city - Order number - Purchase date - Possibly reason for your revocation (optional)
Compliance with withdrawal period
In order to comply with the withdrawal period, it is sufficient to send your notice regarding your exercise of the right of withdrawal before the withdrawal period has expired.
Refunds
If you cancel the agreement, you will receive all payments made up to that time, including delivery costs (except for any additional costs resulting from your choice of delivery other than the cheapest standard delivery offered by us) without delay and in any event not later than 14 working days after we have been informed of your decision to revoke the agreement and order but only when we received the products. If you return only part of your order, the costs for delivery will not be refunded. In all cases, you will pay for the return costs yourself. We will pay you back with the same payment method as you did in the original transaction, unless you have expressly agreed otherwise. In any event, you will not be charged for such refunds. We may wait until we have received the products back from you, or in case you demonstrate that you have already returned them to us, whichever comes first.
Return products
You must return or hand over the products to us without delay, but in any event not later than 14 days after the date on which you informed us of the decision to revoke the agreement. You are on time if you return the products before the 14-day period has expired. However, you must pay for the return costs yourself. Return address Our address and opening hours are: Nieuwstraat 37 A, 4331 JK Middelburg Monday 10:00–17:00 Tuesday 10:00–17:00 Wednesday 10:00–17:00Thursday 10:00–17:00 Friday 10:00–17:00 Saturday 10:00–17:00 Sunday Closed
Depreciation
You are only liable for the depreciation of the products resulting from the use of the products, which goes beyond what is necessary to determine the nature, characteristics and operation of the products. Obligations & liability during the withdrawal period During the reflection period, you will have to take the following instructions into account: - During the period of reflection, care must be taken with the product and its packaging. You should only unpack or use the product to the extent necessary to determine the nature, characteristics, and operation of the product. The starting point is that you should only handle and inspect the product as you would in a store; - You are only liable for depreciation of the product resulting from a way of dealing with the product that goes beyond what is permitted as stated above; - You will not be liable for any impairment of the product if Carolina Guzman has not provided you with all legally required information about your right of withdrawal before or upon conclusion of the agreement.
Obligations of Carolina Guzman
During the period of reflection, we will follow the following instructions (in summary): - If Carolina Guzman makes the notification of revocation possible by you electronically, he shall immediately send the consumer a confirmation of receipt upon of such notification; - Carolina Guzman will reimburse all consumer payments, including any delivery costs that he charges for the returned product, without delay, but only within 14 days of the day on which the consumer notifies her of the withdrawal and when the products have been returned properly; - Carolina Guzman uses the same method of payment you have used, unless you agree to any other payment method. The refund is free of charge for you as a consumer; - If you have opted for a more expensive method of delivery than the cheapest standard delivery, Carolina Guzman does not have to pay back the additional cost for the more expensive method; - Carolina Guzman is entitled to use all amounts to be paid to you, excluding return costs. You must therefore take care of the return costs yourself.
Right of withdrawal exclusion Carolina Guzman may exclude the following products from the right of withdrawal, but only if he has clearly stated this in the offer, at least in time for the conclusion of the agreement, in the case of: - Products manufactured according to specifications of the consumer, which are not prefabricated and produced on the basis of an individual choice or decision of the consumer, or which are clearly intended for a specific person.