Returns and Refunds Policy
ORDER CANCELLATIONS, RETURNS AND REFUNDS POLICY
(The current Order Cancellations, Returns and Refunds Policy has been published on 18.03.2021.)
You have the right to cancel or withdraw from a purchase contract or return an order voluntarily to us as detailed below.
If you have placed an order for stock or pre-order items and you wish to cancel it, you may do so before your order has been dispatched. In this case, contact us as soon as possible via email or phone. If the order has been already dispatched, cancelling an order is not possible anymore.
WITHDRAWAL FROM THE PURCHASE CONTRACT
FOR EU CITIZENS ONLY: If the order you wish to cancel has already been dispatched by us and, for any reason, you do not wish to keep the items, you may withdraw from the purchase contract provided that you notify us in writing at firstname.lastname@example.org or by mail within 14 days from the date you have received your order. A model for the necessary withdrawal form you can download here: Withdrawal Form.
If you notify us of your intention to withdraw from the purchase contract later than 14 days, we are under no obligation to accept your withdrawal request, nor issue any refunds.
If your request to withdraw from the purchase contract is made within 14 days from the date you have received the item(s), you have to ship the goods back to us within 7 days. Upon receipt, we will inspect the returned item(s) and if their value hasn’t been diminished by use, wear or improper handling, we will refund you the entire invoiced sum, including the initial shipping costs. The costs for return shipping remain your responsibility. If the item(s) have been devalued by use, wear or improper handling, we reserve the right to deduct from your refund the diminished value of the goods. Therefore, you will receive a partial refund.
Items must be returned in new and unworn condition. Any returned items that show signs of wear, are damaged or soiled, have their tags removed and are not in a condition to be re-sold will be rejected.
REQUEST FOR RETURN. Prior to making a return, you must inform us in writing of your intention to return the item or items purchased from us within 14 days after you have received the order. Returns which we have not been informed of and which have not been approved by us, may be rejected and returned to sender.
You may submit your request for return by emailing us at email@example.com or using the form in the Request for Return page.
Requests for returns will be processed within 48 hours after submission and you will receive an email notification from us with detailed instructions on how to return your order.
Returns from countries outside the EU must be accompanied by the necessary customs documentation. We will provide this documentation for you upon acceptance of your request for return. Returns which are not accompanied by proper documentation, may not be cleared by Austrian Customs Authority and will therefore be refused/returned to you.
TIMEFRAME. Your return must reach our warehouse within 30 days after receipt of the goods. Returns which arrive outside this timeframe may be accepted at our discretion and may be refunded only as a store credit, if the items are in new and unworn condition.
SHIPPING OF RETURNS. Returns must be shipped from the same country to which they have been initially delivered by us.
All returns must be shipped to:
TR HANDSCHUHE KG
Contact person : Thomas Riemer
T +43 664 2367685
The products we have delivered to you are entirely your responsibility. Therefore, we recommend that you use a safe and trackable shipping service for returning goods to us. Insure the contents of the parcel at their actual value and keep proof of shipping if you wish to claim compensation from the shipper in case the items get lost or are damaged in transit.
We make considerable efforts to ensure that the products we deliver to you are free of flaws or manufacturing defects. However, if you consider that you have received a faulty item, please contact us at the earliest opportunity and return the faulty item to us as described in the Returns section of these Terms.
Upon receipt, we will examine it and if we find that it is indeed faulty or not as described, we will offer to repair or replace it or we will offer you a refund. The refund may include the price of the product and the applicable delivery charges.
REFUNDS FOR ITEMS
A refund can be initiated only after we have received and inspected the returned item(s). If your return is in perfect condition, we will initiate a refund through the same payment method you have used when placing your order, within 7 days. The refund will cover the full price of the item(s) that has been initially invoiced to you.
REFUNDS FOR SHIPPING COSTS
Initial shipping costs for delivery as well as for returning the item(s) to us will not be refunded.
In addition, if you are located in a non-EU country, we do not refund any import duties or customs charges levied by your country’s local authorities when you imported our products. If you have paid import duties on your order and wish to claim a refund on these, please contact your local Customs Office.
RETURNS OF FAULTY ITEM(S): If your claim is accepted, we will refund the initial shipping costs and the shipping costs incurred to you when you return a faulty item. If your order included other products, which you don't return, we will not refund you the shipping cost for the returned item.
Please keep a proof of dispatch / receipt for your return shipment and provide a copy to us via email.
If you have purchased a pair of gloves and it doesn’t fit you, you may request a size exchange. If the size you need as a replacement is available and we approve your request, you must first return to us the item you wish to exchange as described in the Returns section of these Terms. Upon receipt and acceptance of your return, we will ship the exchange item on our costs.
If you have any questions regarding order cancellations, returns or refunds, please email us at firstname.lastname@example.org.