RETURNS

Returns

There are several reasons why products can be returned. You must bear in mind that there are certain CONDITIONS that should be complied with or taken into account depending on the type of return.

 

VOLUNTARY RETURN OF THE PRODUCT 

The return of our products is accepted, provided that 14 days have not passed since the receipt of the product and provided that the product is in the same state in which it was delivered. You must keep the Unopened product and the original packaging. It must be in perfect condition, without being dirty, stained, smelly, mistreated or damaged. Returns will only be accepted for products that have not been assembled, used, or modified in any way and that retain the original packaging in perfect condition (essential for processing any return).

* The return of materials not attributable to DAWNHERBAL which when ordered were provided with free shipping will have the shipping deducted from the return, in correlation with the amount of material / weight / number of packages.

These steps must be followed:

1) Make sure the product is un-opened and un-used.

2) Indicate the reasons for retuning the product of the product to be returned + quantities.

3) Fill in the form that will be indicated below.

 

ATTENTION!!: For any type of return you MUST keep the original packaging boxes. Otherwise, no return will be processed.

Conditions for Returns

CHARACTERISTICS OF CONDITIONS FOR RETURNS:

  1. If the customer wishes to cancel the order and it has not been handed to the carrier yet, the refund of the amount paid will be made within 15 working days after receiving the email confirming the cancellation of the order. The refund will be made, whenever possible, by the same method of payment used in the purchase.
  2. If the customer wishes to withdraw from an item that has already in the carriers possession, the customer must pay the transport costs, even if it has not yet been delivered at the customer’s home. The refund will be made within 20 working days after the returned product has been received back at our warehouse. The refund will be made, whenever possible, by the same payment method used in the purchase.
  3. If the customer wishes to cancel a product that he has already received, the customer must pay the costs of the return. The refund will be made within 20 working days after the returned product has been received back at our warehouse. The refund will be made, whenever possible, by the same payment method used in the purchase.
Breakage/Damage of the Products During Shipping

The goods must be checked by the customer. In the event of receiving any product damaged during transport or if it presents any type of flaw, the customer has a period of 48 hours from the receipt of the order to make the claim through their customer account to our After-Sales Department. If the damage is not reported within this period, the claim will be automatically rejected.

If the goods are received by a third party, the buyer commits to inform the third party that the goods must be checked. You accept responsibility for any loss or damage in the event that someone signs for you and does not carry out the relevant checks.

ATTENTION!!: For any return you MUST keep the original packing boxes. No complaint will be accepted without the original packaging.

These steps must be followed:

1) Make sure the product is un-opened and un-used.

2) Indicate the reasons for retuning the product of the product to be returned + quantities.

3) Fill in the form that will be indicated below.

Defect/Fault of the Product ( WARRANTY)

All products purchased from our online shop come with a quality guarantee. The start date of the warranty is the date shown on the purchase invoice. The warranty does not include deficiencies caused by negligence, impacts, use or improper handling, acts of God, or materials subject to wear and tear due to normal use.

Deterioration of contents due to exposure of the product to the action of sunlight or other sources of heat.

If the product cannot be repaired, it will be replaced.

The following steps must be followed:

1) Contact us immediately after refusing acceptance of the product from the courier/postal service delivery person. We will be able to work together to get your product issue resolved as soon as possible.

2) Remain in contact with us while the issue is being resolved.

Due to Mistake/Error

When it has been detected that a product has or has not been received in the shipment, the product differs from what was requested or it does not comply with the characteristics demanded that appear on the website, the customer has a period of 24/48 hours from the receipt of the product to notify the incident.

In the event that the product sent does not correspond to that which the customer has ordered, DAWNHERBAL will pay the cost of collecting the wrong product and delivering the correct one.

 

These steps must be followed:

1) Make sure the product is un-opened and un-used.

2) Indicate the reasons for retuning the product of the product to be returned + quantities.

3) Fill in the form that will be indicated below.

 

ATTENTION!!: For any type of return you MUST keep the original packaging boxes. Otherwise, no claim will be processed.

Reparation or Substitution

 Reparation or Substitution: Generally, the first option is to repair or replace in the event that the technical service considers this appropriate, in function with stock, type of product, type of incident, delivery date, etc. Keep in mind that when replacing, the client must keep any parts worn from use by the client (if there are any) and that aren’t covered by warranty.

A Discount Voucher: A refund in the form of a Voucher that can be applied to a future order. This is not available after 14 days have passed since the purchase of the product, except in certain situations which will be considered. Effective in 7-10 days. Due to the processing times involved, this method is more effective for those cases in which a customer complies with the requirements for withdrawal from the purchase and wishes to acquire another different article, since once the voucher has been processed, it can be used in the new order more quickly than the payment refund.

PayPal (CashBack): Return of the amount reimbursed in the account number provided. This is not possible after 14 days from the receipt of the article. 

RMA (return merchandise authorization)

WE authorize RM only once we receive the returned products. Once the RMA has been processed, whatever the incident, we replace the product ( you will have to pay shipping costs again for us to resend the product) or we will refund the cost of the product minus shipping costs.

Cases That Void The WARRANTY

No returns will be accepted for warranty on damaged items and/or product malfunction due to misuse.

When the defects indicated are due to abnormal or inappropriate use; normal wear and tear or ageing; an accidental event or, more generally, an external cause (such as the intervention of an unauthorised third party in the product).

When the product shows clear signs of use beyond its capabilities, as well as evident mistreatment in the form of impacts or deterioration caused by liquids or corrosive substances, as well as any other anomaly attributable to the consumer.

DAWNHERBAL products are manufactured for their particular use.

Returns of products with slight defects are not accepted.

 

DAWNHERBAL products which, due to their nature, have warranty seals. Their manipulation or removal voids the warranty.