Damages, incomplete, losses or incorrectly delivered products
We ask you to inform our customer service as soon as possible (preferably within 24 hours when having received the order) by e-mail, telephone or through the contact page on the Website, if you:
· receive your order in a damaged or incomplete state;
· receive products that you did not order; or
· do not receive your order.
In such cases, we will decide how to deal with the matter at hand. You must always inform us in the aforementioned situation(s) and wait for our instructions.
We will bear the costs of any replacement shipment and will subsequently take care of the shipment of the correct product, provided that you have fully conformed with the return instructions from us.
If you return one or more products at your own costs, without first contacting and awaiting our instructions, you cannot claim the shipping costs you have made from Zielinski & Rozen (nor hold us responsible for the return shipment that took place without our prior instructions).
In order to keep your satisfaction high, we will provide a suitable solution for you as quickly as possible. If the order has been lost during transport or if you claim not to have received the order (even if this appears from the tracking information), we will initiate an investigation procedure with the relevant shipping carrier. Usually we first wait for this investigation procedure and if the shipment is indeed declared lost by the shipping carrier, a new product will be sent to you or the purchase price will be refunded to you. You agree to fully cooperate with our shipping carrier in executing its investigation.
The risk of damage and/or loss of the shipment lies with Zielinski & Rozen up to the moment of delivery of the order to the delivery address, unless agreed otherwise. In case anything goes
wrong with the shipment of an order due to an error in the delivery address made by the buyer, Zielinski & Rozen cannot be held responsible for the (partial) loss of the shipment.