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phone.png Call Center: Monday-Friday 9-17                             edit.png Email: contact@klushop.com                            whatsapp.png WhatsApp at +40 722 39.78.39.

RETURNS POLICY

INFORMATION CONCERNING THE EXERCISING OF THE RIGHT TO WITHDRAW FROM THE CONTRACT

We carry out our activity in accordance with the EU Directive 83/2011 concerning The Consumers Rights.

Bellow, you will find the main aspects related to the right of withdrawal from the contract.

For more information please see the Terms and Conditions section.

RIGHT OF WITHDRAWAL FROM THE CONTRACT

The consumer may withdraw from the contract, respectively, may return a product or give up a service, within 14 calendar days of signing it, without invoking any reason and without incurring costs others than delivery.

Thus, according to the OUG no 34/2014, the period of return of a product or giving up a service expires within 14 days from:

  • the day on which the consumer enters into the physical possession of the last product - if the consumer orders in a single order multiple products that will be delivered separately;
  • the day on which the consumer enters the physical possession of the last product or of the last piece - in the case of the delivery of a product consisting of several lots or pieces.

Because we understand your needs, Klushop offers consumers a 30-day deadline within which you can change your mind, the period during which you must inform Klushop about the decision taken and ensure that the product reaches us.

For withdrawal from the contract we offer the following methods:

(I) through the website, the section My Account – Returns Manager.

(II) you can print and fill in the blanks in the PDF document from the website Footer Area/ Information/ RETURNS FORM; please scan the filled in form and send it to the e-mail address contact@klushop.com.

We will confirm by email the receipt of the return request.

We recommend that you include the order number (ID of the order) or the invoice number, as well as the bank account number (specifying also the name of the holder) to which the refund will be made and sign the return form. According to the law, it is required a clear statement of your withdrawal from the purchase contract in question.

EFFECTS OF THE WITHDRAWAL FROM THE CONTRACT

If you unilaterally terminate this Agreement, we will promptly reimburse you for payments received from you, excluding delivery costs. For orders and deliveries in Romania - the refund includes delivery costs. For a refund that includes duties, taxes and tariffs, Klushop cannot help with your return. Please contact your local authorities to obtain information on how to get a refund on duties, taxes or tariffs. In any case, the refund will be made within 30 calendar days from the date on which you notified us of the decision to withdraw from this agreement.

For payments made in cash or by bank transfer - we will refund the amounts directly to your bank account that you will make available to us at that time. For payments made with the bank card - we will refund the amounts directly to the bank account associated with the card with which you made the initial payment. In any case, you will not have to pay any fees following this refund.

Despite the above, we may defer refund until we receive the products from you, and validate the comply with the return conditions.

For Romania - the returned products will be sent back using the same courier through which we sent them to you without undue delay and, in any case, within 30 calendar days from the date on which you notified us of the withdrawal from this agreement. The deadline is met if you send the products back before the end of the 30 calendar day period. For Romania - if you do not send the products back with the same courier used by us, you will bear the direct costs of returning the products. For International orders – transport costs related to product returns are to be paid by the customer.

You are solely responsible for reducing the value of products resulting from handling / transport - other than those necessary to determine the nature, characteristics and operation of the products.

Your right to unilaterally terminate this Agreement applies only to ordered products that are returned in the same condition in which you received them, as set forth below.

The consumer is also responsible for:

  1. the additional costs involved by a different type of delivery than the standard indicated by Klushop, when this option exists;
  2. diminishing the value of the returned products, resulting from their manipulation.

According to OUG 34/2014, Klushop reserves the right not to accept the return of products which, by their nature, cannot be returned or which can degrade or deteriorate rapidly.

The client will be informed on the page of the particular product which is not returnable. Products put together as a set must be returned as a set. The shoes must not be used and they must be returned in the original undamaged packaging, the boxes being considered as part of the product.

The amounts paid will not be refunded if the product was used after its unsealing, if it is not in the same condition as it was delivered or if it has been damaged or if it does not contain the original labels. As a result, you should be careful about handling the products while in your possession.

For clarity, in order to accept the return of the products, they must be in the same condition as they were delivered to you (they must have the original Klushop labels, they will not be worn or damaged; the integrity of the accompanying documents must be preserved). The returned parcel must also contain the purchasing invoice as well as the RETURNS FORM filled in with all necessary information.

Regarding the transfer of risks, the consumer takes the risk of losing or damaging the products when the products arrived into his/her physical possession. Exceptionally, the risks are transferred to the consumer at the time of delivery of the products to the carrier chosen by him.

EXCHANGE POLICY

We guarantee the exchange of the product ordered online for 30 days from the date of purchase, within the limit of the available stock. For Romania’s orders and deliveries - the first exchange is free of charge for all footwear.

If you want to change the product with another color / size / model, please contact us in advance by email at contact@klushop.com and specify the order number, the purchased product (Name / Product Code), your first and last name as well as the product you want in exchange.

The price of the requested product is the one displayed in the online catalogue, at the date of request. If you ask an exchange for another product model with a higher price, you will pay the extra price amount by bank transfer, and if the price is lower, we will refund the difference by bank transfer.

Any product exchange can be made within the limit of the available stock. If the model you want is no longer in stock, you can choose another model.

The exchange is made exclusively through the courier service.

*** ATTENTION! ***

COMMUNICATION is the key to a successful service, without syncope - for your complete SATISFACTION. We make sustained efforts to provide you with a product and service that will at least meet your expectations and constantly exceed these - but to ensure your SATISFACTION we need your support through sustained communication - quick responses and confirmations through the means we make available: mobile phone / Whatsap / Online Chat or email.

After confirming the availability of the product that you want in exchange, it is necessary that the original product to be sent through the courier indicated by us in the previous communication. For Romania’s orders and deliveries – the first exchange transport costs are paid by us. For any other additional exchanges at the same order - you will pay the shipping tax. The original product will be sent to the address: KLU DESIGN INTL SRL, Splaiul Independentei 202B, Sector 6, Bucharest, ROMANIA.

***IMPORTANT***

The product you will return / change must not be worn, with traces of wear or damage. The product must be accompanied by all original undamaged labels, accessories and packaging. You will include the purchase invoice in the parcel together with the return / exchange form completed and signed and you will pack it appropriately so that it does not deteriorate during transportation (in an extra package, plastic bag or cardboard box). Products that do not comply with these return / exchange conditions will be rejected.

When the return order will be received, we will check the product for compliance with the return / exchange conditions mentioned above and after validation and solving of the price differences, we will send you the exchange order.

***NOTES***

  • We reserve the right not to honour orders made by persons who have made more than 5 returns / exchanges within 12 months.
  • The cost of transport related to the returns / first exchange of the product is borne by us for all orders with deliveries made to addresses on the territory of Romania. For the returns / exchanges of products launched through Orders with deliveries to addresses outside Romania, the related transport costs will be borne by the buyer.
  • Orders shipped internationally aren't eligible for free returns or merchandise exchanges; return shipping and handling fees will be deducted from your refund. Original shipping fees are nonrefundable.

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