You can get in touch with us by visiting our Contact us page by clicking here. We will respond within the next working day – Monday to Friday, 9AM – 6PM GMT. Please be aware that all our e-mails are conducted in English. email@example.com
Nothing in this returns policy affects your statutory rights. Your rights under this returns policy are in addition to your cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You can, within 14 (Forteen) calendar days of receiving a Product ordered from www.ceiling-fan.co.uk ("Site") (“Product”), return any Product that you are not completely happy with.
Once you have decided to return a product, you must not use it and you must take care of it while it remains in your possession. The product(s) must be returned to us intact, unsoiled, uninstalled, unaltered and in the same condition in which it was sold to you. Please note that, as far as possible, the labels must remain intact and the product(s) must be returned in or with the original packaging.
Please note, Paypal orders cannot be refunded or exchanged in another way than on the PayPal account. Should you wish to return a PayPal order, please send this back to our warehouse.
NOTE: Please have in mind that, once a ceiling fan is installed, it cannot be returned. If a defect should appear, the company will investigate the reasons and will offer technical advice or, if necessary, an exchange. If you detect any defect after installing your fan, please let us know as soon as possible, and we will find a solution satisfactory for both parties!
Return claims from commercial customers will also be denied.
Send an e-mail to firstname.lastname@example.org specifying:
Order reference number
Product reference number
Quantity of goods to be returned
Reason for returning products
This information is crucial for the further processing of your return, and without it, we will not be able to continue this procedure.
In a response to your initial e-mail, you will receive a Return Number (RMA valid for 14 days) that must be explicitly included on the package.
The customer has 14 days from receipt of their order to return them to ONLINE B TRUST for exchange or refund.
In case of exercise of the right of withdrawal, "ONLINE B TRUST" is obliged to refund the amount paid by the customer, free of charge, except for the transport costs. If the Customer decided to return a product, that is neither wrong, nor defective, they will be charged a €20 flat rate delivery for parcels up to 10 kg. If the weight of the parcel is over 10 kg, the transport costs must be justified by Online B Trust by the invoice for the transporter who presented the delivery.
All the incurred costs arising through the return (shipping costs, fees, and taxes) are to be covered by the Customer.
The customer must return the product/s, part of their order, in their original state, i.e not installed, with all accessories and instructions, in the original packaging to the following address:
Online B Trust SL
Avenida Peris Y valero N° 4
After receiving the returned product, Online B-Trust will check its state. If we detect any irregularities or defects, not mentioned by the customer prior to returning the product (i.e. if the product has been installed, or poorly packed, or some of the accessories are missing), Online B Trust will make a depreciation of the product's price corresponding to the costs of its restoration.
Online B-Trust will issue a refund within 14 working days after receipt of the returned goods.
RETURNING PRODUCTS BY POST
Please contact our after-sales service agents before shipping your package to us.
By Email : email@example.com or by phone : +44 203 318 53 10
These agents will give you a Parcel Number, which will have to be written on the parcel for identification purposes in our warehouses.
Take the parcel (with the enclosed returns note) to your closest Parcel Shop convenience store. We kindly recommend you to ask for your proof of posting certificate. You should retain this until you receive your refund. Regrettably we can only provide a refund for a lost return once we have been provided with a proof of postage certificate.
Returning via post:
Ask our agents for a feedback note: firstname.lastname@example.org
Fill out the return note and attach it to your product(s).
Place the return address label provided on the package.
The return address is: Online B Trsut Sl Av. Peris Y Valero N° 4 Bajo, 46006 Valencia, Spain.
Take the package (with the return note attached) to a post office or courier service. Ask the post office or courier service for your proof-of-shipment certificate. You must keep it until you receive your refund. Unfortunately, we can only refund a lost return once we receive a proof of postage certificate.
Please remember to fill out the return note with the products you returned.
It is your responsibility to keep all return receipts, making a shipment by registered mail or by any other means necessary to enable a precise proof of the sending date.
WHEN DO I GET MY REFUND ONCE I HAVE RETURNED AN ITEM?
Please note we will refund you in 15 (FIFTEEN) working days from the date on which we receive the returned the Product(s) to the specified address (please see above). Any refunds made by us will be made to the method of payment provided when you placed your order and will be subject Fan boutique right to withhold amounts for Products which are found damaged on return. You will be refunded the amount you paid for the Product(s) returned excluding any delivery charges (if appropriate). In other words, we will refund you the cost of the Products but not the delivery charges.
PROMOTION AND DISCOUNT CODES
If you decide to return an order that has been purchased with a discount code applied, the amount refunded will be subject to the minimum spend of the discount code. This means that if the items returned bring the remaining total below the minimum spend of the discount code then the discounted amount will be deducted from the refund. For example, a £10 discount (with a minimum threshold spend of £60 – excluding the delivery charge) will be removed if the returned Product(s) returned brings the total order value below £60.
Returning an order with a free postage discount (which has not been provided as a code) will not affect the refund value.
You have a right to cancel your contract at any time within 14 (FOURTEEN) calendar days; beginning on the day after you received the Product(s) without giving a reason. In this case, you will receive a full refund of the price paid for the Product in accordance with our Returns Policy.
The cancellation period will expire after 14 (FOURTEEN) calendar days from the day on which you or a third party (of your consent) acquires physical possession of the Product(s).
To exercise your rights to cancel a contract, you may use the cancellation form available here, but it is not obligatory. You can also inform us electronically by visiting our Contact us page and completing the web form (please choose the topic RETURNS – I wish to cancel my contract). If you use this option, we will provide an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by email) without delay.
To meet the cancellation deadline, it is sufficient for you to send your communication and proof of postage concerning your exercise of the right to cancel before the cancellation period has expired.
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 the least expensive type of standard delivery offered by us).
We will make a deduction from the reimbursement for loss in value of any Product(s) supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
14 (FOURTEEN) days after the day we receive back from you any Product(s) supplied; or
(if earlier) 14 (FOURTEEN) days after the day you provide evidence that you have returned the Product(s); or
If there were no Product(s) supplied, 14 (FOURTEEN) days after the day on which we are informed about your decision to cancel the 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 fees as a result of the reimbursement.
We may withhold reimbursement until we have received the Product(s) back or you have supplied evidence of having sent back the Product(s), whichever is the earliest.
You shall send back the Product(s) or hand them over to us at Online B Trsut Sl Av. Peris Y Valero N° 4 Bajo, 46006 Valencia, Spain, without undue delay and in any event not later than 14 (FOURTEEN) days from the day on which you communicate your cancellation from this contract to us.
The deadline is met if you send back the Products before the period of 14 (FOURTEEN) days have expired.
You will have to bear the direct cost of returning the Product(s).
You have a legal obligation to take reasonable care of the Product(s) while it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. You are only liable for any diminished value of the Product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Product(s).
In the interests of hygiene, you will not have any right to cancel a contract for the supply of any of the following:
Products which are not in their original packaging unless they are faulty.
In addition to above, you may not cancel a contract for Products which by their nature cannot be returned or are liable to deteriorate or expire rapidly, unless the Product is faulty.
If you are unhappy with any of your purchases and feel it may be defective due to a manufacturing fault, please do get in contact with us through our Contact us from email email@example.com. Please do provide as much information as possible concerning the Product and the order, pictures, videos etc...
In case of agreement of our services to accept a product qualified as defective, all return costs are then at our expense.
We can then either refund the product or replace it.
Attention these rules do not apply to a problem of transport, or to a problem related to a bad installation.
In any case, it is preferable to contact us before returning any products.
Registered in Spain Number b98775133