Return Policy

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Retour Policy

RETURN COSTS AND RESPONSIBILITY

The buyer bears the costs of returning his/her order. The buyer is responsible for preparing and shipping the return shipment. For a return within the 14 days trial period – which starts after the buyer received the order – no prior contact with BYSAVANNA is needed. BYSAVANNA strongly advises any buyer who wants to return his/her order to choose a secured shipment method. Return shipments take place at the risk of the buyer.

RETURN ADDRESS

The return address for returns within the trial period is:

BYSAVANNA returns
Geestbrugkade 18a
2281 CV Rijswijk
The Netherlands

Please note that in case of a broken or damaged product, a different return address may apply. The buyer should not ship back a broken or damaged product without prior contact with the customer care team. Our customer care team will provide detailed return instructions in case of a broken product.

In case the buyer receives a damaged product, the buyer needs to contact the customer care team by email within 24 hours upon receipt of the product.

TRIAL PERIOD and revocation

Unless stated otherwise, the buyer has the right to revoke the contract and to return his or her order during a trial period of 14 days after having received the order, without having to state a reason for his/her revocation. Please note: the above mentioned exceptions (1) in case a product is delivered that was not ordered, or (2) if a product is delivered that is damaged or incomplete, the buyer has the obligation to inform the BYSAVANNA customer care team by email and to await further instructions.

The buyer who wants to exercise his right of revocation shall report this to BYSAVANNA, within the trial period of 14 days, by means of the model Revocation Form included here and as provided to the buyer together with his/her order, or in any other unequivocal way.

The return address for returns within the trial period is:

BYSAVANNA returns
Geestbrugkade 18a
2281 CV Rijswijk
The Netherlands

In case the buyer wishes to use his/her right to revoke the contract, the buyer is only allowed to unpack and/or use the ordered product as far as is needed to be able to determine whether he/she wants to keep the product. The buyer may only handle and inspect the product in the same way that he would be allowed in a physical shop. During the trial period the buyer must carefully handle the product and keep the original undamaged packaging (meaning the box the product comes in; not the cardboard box that is only used for delivery).

The buyer will return the ordered product to BYSAVANNA no later than 14 days after the day of reporting his/her wish to revoke the contract to BYSAVANNA together with all the accessories (if any) and in the original state and packaging, in accordance with the return instructions of BYSAVANNA (as described on the packing slip).

The buyer is responsible for the return shipment of his/her order and bears all the risks related to the return shipment and the burden of proof for exercising the right of revocation correctly and in time. BYSAVANNA strongly advises the buyer to return a product by insured shipment and in a sealed packaging. In case an insured return shipment goes missing, gets damaged or in case the reception of a returned shipment is denied (for example in case no valid signature can be shown by the carrier), the buyer may have the option to hold the carrier liable. The buyer, as the sender of the return shipment, can start the complaint procedure for any issue that may occur with the return shipment. The buyer will keep the (official, digital) receipt of his/her return shipment that contains the tracking information.

The shipment costs for a return shipment under this Clause 8 will be borne by the buyer.

Provided that all requirements for revocation have been met, BYSAVANNA will credit the buyer as soon as reasonably possible and in any event within 14 days after having received the return shipment (no credit applies for costs of the return shipment). Any credit due as a result of a returned product, will be credited to the account that the buyer used to pay the original order.

In case the buyer wishes to use his/her right to revoke the contract or to cancel his/her order, while the shipment of the buyer’s order has already left the BYSAVANNA warehouse (which usually on work days will occur right after the buyer places his/her order) – even if the shipment has not yet arrived at the buyer’s shipment address of choice – the costs of returning the shipment to BYSAVANNA will be borne by the buyer.

In case any import taxes, duties or customs (administrative) costs are due, because the shipment has been imported into the buyer’s shipment country of choice (a process that in most cases cannot be stopped, once the shipment is on its way to the buyer’s shipment country of choice), these costs will be borne by the buyer. Upon crediting the buyer, BYSAVANNA will deduct the import taxes, duties and/or custom (administrative) costs as far as these were charged to BYSAVANNA (as the sender of the parcel) upon crediting the buyer.

REFUND

In case of a revocation by the buyer within the trial period, BYSAVANNA will credit the buyer within 14 days after receiving the return shipment. Any credit due as a result of a return shipment, will be refunded to the account that the buyer used to pay the original order.

WARRANTY AND REPAIR

The BYSAVANNA warranty policy is automatically in effect upon purchase of any BYSAVANNA products. BYSAVANNA grants a (1) year warranty period on its jewellery. The warranties guarantee the buyer that the products meet the standards of usability, reliability and durability.

The warranties do not apply in case of:

  • theft or loss;
  • intentional damage;
  • damages as a result of improper usage such as scratching, bumping or falling;
  • normal wear and tear or aging of the used materials; or
  • damages as a result of neglected care.

The buyer acknowledges and agrees that BYSAVANNA jewellery is fragile and will break if not handled with care. The warranty on jewellery only relates to demonstrable production errors. BYSAVANNA jewellery should not be exposed to water or chemical substances such as perfume, cosmetics and cleaning products as this may lead to discoloration.

The warranties no longer apply in case a third party performed repair works or other works on the product, without prior written permission by BYSAVANNA.

Shipment costs for a return shipment after a warranty request or repair request (for defects occurring after the buyer has used the product), will be borne by the buyer.

In case of questions regarding returns and warranty, the buyer can always contact the BYSAVANNA customer care team via the website or by sending an email to info@bysavanna.com (please include your order number when contacting us through email).

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