1. Right of Withdrawal (for Physical Products)
- Cooling-off Period: Customers have the right to cancel their purchase within 14 days of receiving the goods, without providing a reason.
- Notification: To exercise the right of withdrawal, the customer must notify us in writing (e.g., contact form, email or post).
- Return Conditions:
- Goods must be returned in their original condition.
- Customers are responsible for the return shipping costs unless the item is faulty or incorrect.
- Refunds will be processed within 14 days of receiving the returned item or proof of return shipping.
2. Refund Policy for Services
- Cancellation Before Service Commencement: Customers may cancel service orders up to 14 days after purchase unless the service has already been provided or started with their explicit consent.
- Partial Refunds: If a service has commenced but is not completed, a pro-rata refund may apply.
3. Exceptions to Refunds
- Personalized or custom-made items.
- Perishable goods.
- Digital content once downloaded or accessed.
- Services already fully provided with customer consent.
4. Refund Process
- Refunds will be issued to the original payment method unless customer requests otherwise.
- Processing times:
- Credit/debit card refunds: 5-10 business days.
- Bank transfers: Up to 14 business days.
5. Faulty or Incorrect Items
- If a product is faulty, damaged, or not as described, customers are entitled to a full refund or replacement under EU law.
- Customers must report the issue within 30 days of delivery to qualify for a refund.
- We will cover all return shipping costs for faulty or incorrect items.
6. How to Initiate a Refund or Dispute
- Refunds and disputes can be initiated through platform functions of the website or by contacting us via email or phone.
- Contact Information:
- Email: info@firmexa.com
- Phone: +372 53 623609
- Information Required:
- Order number
- Proof of purchase
- Description of the issue
7. Dispute Resolution
- Customer Service: Our team is available to assist with any issues. Please contact us at info@firmexa.com.
- Alternative Dispute Resolution (ADR): If a resolution cannot be reached, customers may contact an ADR body, as per EU law.
- Online Dispute Resolution (ODR) Platform: Customers can also use the European Commission's ODR platform at https://ec.europa.eu/odr.
8. Additional Notes
- We reserve the right to amend this policy without prior notice. Changes will not affect existing orders.
This is the latest and current version of this policy (2024-12-21).