RETURNS & CANCELLATIONS
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CANCEL YOUR ORDER
In the event that you notice an error or do not wish to buy the products, you can exercise your right to cancel within 24 hours from the time of purchase. In this case, the money paid will be returned and the order will be cancelled. From the first 24 hours after the purchase you will have to wait to receive the order to manage a return, since your order would have probably left our storage.
RETURN YOUR ORDER
If you receive your order, you are not satisfied, you have a period of fourteen (14) calendar days from the date of receipt to execute the right of return.
To exercise the right to cancel, you must inform us at:
SIVINUM TREE S.C.P.
Passeig les Mimoses 15 08392 Sant Andreu de Llavaneres, Spain
of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). We prefer e-mail communications due to a timing issue, but we accept all forms.
You may use the following model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.
We would appreciate it if you follow this Return process:
- Include the products to be returned in their original packaging.
- Contact us at email@example.com and include the Returns Form filled with the order information.
- Print the completed form and include it together with the delivery note in the package.
- Paste our address on the outside of the package (included in the second page of the form).
The right to cancel does not exist for the following contracts:
- Contracts for the supply of goods which are liable to deteriorate or expire rapidly.
- Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or the client has supplied evidence of having sent back the goods, (whichever is the earliest)
You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
If the reason for the return is related to an error on the part of SIVINUM (the product is defective, it is not the one you had ordered, etc.), SIVINUM will cover the collection costs.
If the reason is different (the products were served correctly but they are not to your liking), SIVINUM will pay the cost of the products and shipping costs except for the return costs which will be borne by the customer. In other words, when the products are properly served but are not to the customer’s liking and have been returned within the established period (14 calendar days from receipt of the product), SIVINUM will pay the cost of the products and shipping, except of the return costs that will be borne by the customer.
In the event that SIVINUM is prepared to make a delivery to a place and during a time previously agreed and confirmed by a customer in accordance with the provisions of the GENERAL TERMS AND CONDITIONS OF SIVINUM, and it is not in that place (hereinafter “absence not communicated”) and during the time previously agreed, SIVINUM unilaterally reserves the right to refund the amount of the purchase to the customer, subtracting in any case to the corresponding amount, the expenses that would have been incurred as a result of transport and / or preparation of the purchase by it, as well as the costs of return. Delivery costs will be determined according to the final delivery address confirmed by the customer. The expenses of return for “absence not communicated” will be the same applicable for the case foreseen in the previous paragraph.