Refund & Returns
CONTACT OUR SALES SUPPORT FOR RETURNS
Refund & Returns policy
Return time frame
Regular Price Merchandise – 14 Days *except for custom products
Sale Merchandise – 14 Days *except for custom products
Any purchases made on/after September 1st, 2016 are eligible for returns within 14-days of receipt. Please contact customer service for further assistance or questions.
1. Returns Policy
We have made every effort to display as accurately as possible the colours of our products that appear on the Artedei Online Store. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.
All items are quality controlled and checked for any faults before they are dispatched to customers.
Should you receive an item that is not in perfect condition please contact us immediately.
Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
Items should be returned in their original packaging to ensure they are adequately protected in transit. Any additional parts including documents should also be enclosed as they are considered part of the product.
We are currently unable to support exchanges through ArteDei.com. You can return your original order for a refund and place a new order. Your original order will be refunded once received and you may place your reorder at any time.
Items purchased from www.ArteDei.com or are not eligible for price adjustments. Prices will not be adjusted on previously purchased discounted merchandise.
2. How to process a return
If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection Distance Selling Regulations 2000 (DSRs).
We kindly remind you that if for any reason you are not satisfied with the products purchased on our website, except for custom products, you may request a free return within 14 days from delivery of the items, following these simple steps:
1. Access the “SALES SUPPORT FOR RETURNS” section on this page (above). Simply enter your order number and the e-mail address used to place the order. Complete the online form with the information requested, including your name, contact data and cause oft the return.
2. Attach the return label you will receive from our customer support onto your original package our addressed the package by yourself to:
SPARC Performance Concepts GmbH
3. You will also receive a proforma invoice from our sales support after you contacted us for a return. Please put a copy of this document inside of the return package. If you are returning your package from outside the European Union, you will need to complete 4 additional copies. These documents are necessary for Customs clearance and have to be handed to the courier.
You will be notified by email once your return has been received and processed.
CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONS
If you are based in the EU under the Consumer Protection Distance Selling Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within 7 (seven) working days of receipt.
You must notify Customer Service in writing of your wish to cancel the contract for your entire order under the DSRs within 7 (seven) working days of receiving your items. Either email (office@ArteDei.com) or the form above on this page. You can also write to us at:
SPARC Performance Concepts GmbH
On receipt of your notice of contract cancellation, Customer Service will email you a Return Authorization Number (RAN) number. Please complete this on the Returns Proforma Invoice and include it with your return so we can process your refund promptly.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us and that you retain proof of sending, in the case of a dispute.
All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, excluding shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.
Please note that you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within 7 (seven) working days of receiving the order, as described above.
ADDITIONAL RETURNS INFORMATION
We will not refund the cost of the return shipment. We recommend using a traceable carrier, insured for the full value of the return merchandise. We are not responsible for return packages lost en route. Send your return from the same country in which you’ve placed your order. We will not be able to accept returns from different countries. Returns which do not respect the conditions above or with missing or incomplete customs documentation will be refused and returned to the shipper. Your return package will be accepted within 7 working days from the delivery date at our warehouse.
3. Receiving a refund
Every effort will be made to ensure a prompt refund. After our warehouse has received and processed the returned products and checked that all the requirements have been met, you will be refunded within thirty (30) days. The time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
A. payments by credit/debit card: refunds, in this case, may take up to 10 additional business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and we are unable to influence this. Remember that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;
B. payments cash on delivery (if available): you will be refunded for the amount paid for the products returned to the current account you indicate; the time needed for refunding, therefore, depends on the accuracy of the information you provide [IBAN, BIC and swift codes]; normally refunds take place within thirty (30) days. Please remember that you will need to have a bank account in order to receive a refund for an order paid in cash on delivery.
C. payments via PayPal (if available): the amount refunded to your Paypal account will be visible within 48 hours after receiving the email confirming the reimbursement. Repayment to the credit card you use with your PayPal account depends on the credit card issuer.
If your order has been shipped to a destination within the European Union, all taxes (VAT) will be refunded. Outside the European Union, customs duties and taxes are not refundable. In any case, you may be able to recover the costs by contacting your local customs office directly. As this may not be available in all countries, we recommend that you use a customs broker if you wish to have duties refunded on the returned goods.
Outside the EU, customs duties and sales taxes are non-refundable through the ArteDei Online Store. However, you may be able to recover these by contacting your local customs bureau directly.