Return Form
Return Information
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The customer has the right to return the goods within 14 days from the date of receipt of the goods (except for custom-made items, i.e. products specially ordered from the manufacturer for the customer, which are not part of Serabella’s standard assortment). The returned goods must be unused and in their original packaging. To exercise the right of withdrawal, the customer must open the product packaging carefully and without damage. The product may be used in a way that is necessary to ascertain its nature, characteristics, and functionality. The consumer must handle and use the item only as they would normally be allowed to do in a store.
The return request must be submitted via the return form (within 14 days). The order number must be indicated in the request.
The advance payment for the cancelled order (excluding shipping costs) will be refunded to the customer’s bank account within 14 days (normally within 3 working days) after submitting the request via the form, provided the product is returned to Serabella within that time frame. The refund will not be issued before the returned product reaches Serabella.
The customer bears the full cost of returning the product. Serabella will cover the return shipping costs if the product has defects that were not visible during external inspection and were not caused by the customer’s careless handling of the packaging, or if the product does not match the product ordered by the customer (i.e. if the wrong product was sent).
If the returned product is damaged and the damage was caused by the customer’s improper/careless use, modification, incorrect assembly or disassembly, or due to the customer’s fault or negligence, or improper storage, Serabella reserves the right to offset the reduction in the product’s value against the amount paid by the customer for the product and the amount to be refunded, and not to cover the shipping costs related to the return. If the customer does not agree with the reduction in value indicated in the offset, they have the right to request an independent expert evaluation to determine the reduction in the value of the returned product or to identify the responsible party for the situation.
If the customer loses interest in purchasing the product due to a longer delivery time, the customer has the right to cancel their order by sending a request to info@serabella.ee. The advance payment made by the customer will be refunded within 14 days after the customer submits the relevant request.
Serabella reserves the right not to cancel the customer’s order and not to accept the returned goods if the purchased products were ordered according to the customer’s specific request, i.e. custom-made products from the manufacturer that are not part of Serabella’s standard assortment.
Serabella reserves the right to cancel the customer’s order if the ordered product is out of stock, and the customer does not accept the replacement product offered by Serabella or the extended delivery time.
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According to the Law of Obligations Act, the customer has the right to submit a claim for non-compliance with the terms of the contract within 2 years from the receipt of the goods. In case of defects that arise within the first six months after receipt, it is presumed that the defect existed at the time of purchase, and the seller must determine the nature of the defect.
In the event of a product defect, the customer is obligated to notify Serabella via email at info@serabella.ee and provide the following information:
- Name and contact details;
- Description of the defect (with photos);
- Order number.
The corresponding claim must be submitted within 2 months from the discovery of the defect. If this deadline is not met without a valid reason, the customer loses the right to request free repair or replacement of the product from Serabella.
After submitting the claim, Serabella will respond to the complaint in writing within 15 days.
If the defect is technological in nature, the customer may request the product or part to be repaired or replaced, if possible, and provided that it does not cause unreasonable costs or inconveniences to Serabella compared to other remedies, considering the value of the item, the significance of non-compliance with the contract, and the customer’s ability to obtain a compliant item elsewhere with minimal inconvenience.
In case of replacement of a defective product/part, Serabella has the right to request the return of the defective product/part from the customer. Serabella will cover the cost of repair or replacement.
If the customer is entitled to request a repair and Serabella fails to carry it out within a reasonable time, the customer may repair the product themselves or have it repaired and claim reimbursement from Serabella for the reasonable costs incurred.
The customer may request a refund only if the repair or replacement of the product/part is not possible or fails, or if Serabella unjustifiably refuses to repair or replace the product/part, or does not do so within a reasonable time after the complaint has been filed, or if the repair or replacement causes unreasonable inconvenience to the customer.
If the customer disagrees with the solution offered by the seller, they may submit an application for dispute resolution to an out-of-court dispute resolution body, which is the Consumer Disputes Committee operating at the Consumer Protection Board (Rahukohtu tn 2, Tallinn 10130, phone: 6201707, www.tarbijakaitseamet.ee, info@tarbijakaitseamet.ee). The procedures of this body are also available on their website.
Serabella is not responsible for:
- Damage caused to the product due to the customer’s fault or negligence;
- Defects arising from improper use of the product;
- Normal physical wear and tear of the product due to regular use.
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