Withdrawal from the contract
If you are a consumer, you generally have the right to withdraw from a distance contract. Please remember that such a declaration must be provided to us within 14 days from the moment of receiving the goods, i.e. the moment of concluding and fulfilling the contract.
Please remember to keep the receipt or invoice together with the original box, which is required in all withdrawal processes!
You can withdraw from the contract by sending us an appropriate declaration via the “Product return form”, a copy of such declaration must be sent to us by email to the following address info@elfbar24.eu .
If the returned product does not meet your expectations, when returning it to us it must not contain signs of use, i.e. in the case of any equipment the protective film must not be removed and the packaging must not be opened.
In the case of liquids, the seal in the form of an excise stamp or the bottle must not be opened.
The returned product must be accompanied by a receipt or invoice, otherwise the withdrawal from the contract may be rejected.
When making a return and withdrawing from the contract, the returned product must be carefully packed, including the “Product return form” (a copy of which was previously sent by email for informational purposes and also filled out by hand), as well as the receipt or invoice together with the returned product and the original packaging.
We do not accept cash on delivery orders!
The time for processing the return or withdrawal from the distance contract is counted from the moment the parcel is received at the address.
Usually it takes up to 3 working days, but it may take longer due to workload or return shipment, the maximum processing time is 14 working days.
Damaged or defective product?
If you, as a customer, received a product from our store that does not work or has factory damage, we will make sure that you remain satisfied with the quality of our services, because we provide a 6-month warranty on all electronic equipment, as well as all batteries from the moment of receiving the product, i.e. the moment of concluding and fulfilling the contract!
Please remember to keep the receipt or invoice together with the original box, which is required in all complaint processes!
We consider complaints only in the case of malfunction of the entire electronics!
We are not responsible for leaking or burst cartridges, as we clearly inform on our website about products in which such situations may occur!
Before sending us the product, it is worth asking us by email whether such a defect is subject to complaint and whether it makes sense to send this product. We make every effort to ensure that you are satisfied with the services and support we provide, since in many cases improper use of the product occurs, for example incorrectly inserted batteries or the atomizer incorrectly screwed in. We will provide all kinds of advice and, if necessary, submit a complaint for the product.
In connection with the defect you may request a price reduction or replacement of the product with a new one, which is equivalent to exchanging it for a product without defects.
When making a complaint return, the returned product must be carefully packed using the complaint form, including the “Complaint form” (a copy of which was previously sent by email for informational purposes together with filling it in by hand), and the receipt or invoice together with the returned product.
We do not accept cash on delivery orders!
Complaint processing usually takes up to 3 working days, but it may take longer due to workload or return shipment, and this time may also be extended by obtaining detailed information from the manufacturer on whether such a defect is subject to complaint. The maximum complaint processing time is 14 working days.
When considering a complaint, we check the compliance of the product with the order, for which we require an invoice or receipt, as well as the entire defect described in the Complaint form. We carefully check and test the returned product from all sides; if the defect does not appear during the entire testing period, we consider the complaint rejected. However, if such a defect exists, we try to eliminate it; if necessary, if the defect is minor, we offer a discount for goods in the store in the form of a discount code/loyalty points/refund to the account. If the product has a significant defect, we replace the product with a defect-free product, which is equivalent to receiving a new product.
Additionally, if the defect is irrelevant, we contact you to explain the exact principles of the device operation. In such a case the customer is obliged to pay for the return delivery, and if the complaint is accepted, we will cover it. Further actions involve replacing the product with a new, defect-free product.
Did you receive the wrong or defective order? Nothing is lost!
Describe the situation to us by email, including all information such as the order number, and describe the exact discrepancy; preferably include all information about the received products, etc.
In the case of a defective order we usually send the product in the next order (after prior notification by email in the correspondence where you, as the customer, informed us about any inaccuracies related to the order), or if necessary immediate shipment, refund in the form of loyalty points/discount code/refund to the account.
Every product leaving our warehouse is carefully and safely packed under supervision, we ensure that the product reaching our customers is preserved with the highest possible accuracy!
When receiving the parcel from the courier, ask for the opportunity to unpack it in his presence, but if you notice any damage or flooding visible to the naked eye, it is necessary to prepare a damage report and send it to the carrier. In the case of receiving a parcel from a parcel locker, take all photos and recordings when receiving the parcel, prepare a damage report and send it to the carrier.