Shipment Policy

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BYSAVANNA SHIPMENT POLICY

BYSAVANNA offers free shipment from a minimal order value on all our products to buyers to the countries that can be selected when choosing the shipping address.

The buyer bears the responsibility for the correct input of the delivery address; in case anything goes wrong with the shipment of an order due to an error in the delivery address made by the buyer, BYSAVANNA cannot be held responsible for the (partial) loss of the shipment. In case BYSAVANNA needs additional information regarding a delivery address, the buyer may be approached by BYSAVANNA in order to provide additional information. A delay in the delivery may occur in case additional information regarding the delivery address is needed.

BYSAVANNA will use all reasonable efforts to deliver the order within the expected delivery terms to the delivery address.
If delivery suffers a delay, or if the delivery cannot be implemented, or only partially, the buyer will be informed about this as soon as reasonably possible after the order has been placed. In this case, the buyer has a right to dissolve the contract free of charge.

The risk of damage and/or loss of products rests upon BYSAVANNA up to the moment of delivery to the delivery address, unless this has explicitly been agreed otherwise.

In case the buyer receives a product that the buyer did not order, the buyer must inform BYSAVANNA hereof as soon as possible (within 24 hours after receiving the order) by email (or through the contact page of the Website). The buyer will take care of the return shipment of such a product after receiving return instructions from BYSAVANNA and BYSAVANNA will bear the costs of this shipment and will subsequently take care of the shipment of the correct product to the buyer, provided the buyer has fully conformed with the return instructions from BYSAVANNA.

In case a product has been delivered to the buyer in damaged or incomplete state, the buyer must inform the BYSAVANNA customer care team as soon as possible (within 24 hours after receiving the order) through the website service.cluse.com. Subsequently, BYSAVANNA will decide how to deal with the matter at hand; the customer must always inform BYSAVANNA in the aforementioned situation(s) and wait for the instructions of the BYSAVANNA customer care team. A customer who returns a product in this situation at his own costs, without first contacting and awaiting the instructions of the customer care team, cannot claim the costs he/she made at BYSAVANNA (nor hold BYSAVANNA responsible for the return shipment that took place without prior consent of BYSAVANNA).

In case the order that has been shipped or is being shipped by BYSAVANNA to the buyer, is missing, went missing, or in case the buyer claims that he/she did not receive the order (despite information such as the track & trace data / carrier information, indicating otherwise), the complaint procedure of the carrier will be started and the outcome of this procedure will be awaited, before any refund or re-shipment shall take place. The buyer will fully cooperate with the complaint procedure of the carrier. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), BYSAVANNA will either refund the customer or BYSAVANNA will try to re-ship the ordered product.
In case a shipment still has not been delivered at the delivery address of the buyer (or the pick up point) 14 days after the shipment date the buyer has the obligation to inform the BYSAVANNA customer care team by email within 14 days (so: ultimately 28 days after the shipment date).

DELIVERY TIMELINESS (INDICATION)

FR, DE, AT, UK, IE, NL, BE: 3- 5 working days
IT, ES, PT, PL, DK, CRO, HU: 7 – 9 working days
NON-EU: 7 – 9 working days

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