Returns & Refund Policy
In order for the return to be accepted, it must respect the following rules:
- The product must never be used or opened;
- The product has to be sealed in its original packaging, including the protective cellophane or labels (if any) – if the product box has no mark or seal, you must keep intact the seal of the product, or any other protection marks;
- You shall ensure that the product conforms to all the accompanying components: gifts, among others, respecting the original shipping conditions;
- Preserve the invoice, bearing in mind that a copy of it must accompany the return of the product to ElectroBest.
Any problems regarding products purchased on our website, after opening and using them, should be consulted with certain manufacturer directly.
At ElectroBest, our main goal is your complete satisfaction so purchasing with us is easy and fully transparent and we offer an “Easy Return Policy” where in you can make a return request of a product within 14 work days of its delivery.
Before attempting to return an order, you will need to contact our customer service team to request a returns authorization. It is very important that you wait for our email with the return information and save product(-s) under the same conditions that you’ve received them in order to return it. Observe the maximum period of 7 days after our confirmation of your order to send the product(-s) to our address along with any documents instructed by us.
After receiving the product(-s) back – if you proceed accordingly to all the information and the product(-s) are received by us in their original packaging – we will review the case within 5 working days and contact you via email providing confirmation. In case of refund, it can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.
If instead of getting refund for returned product, you prefer to receive other product, you have to remember about two things:
- such exchange is dependant to the availability of stock. In cases when a replacement may not be available, we will refund you the money.
- any extra costs that might appear (price difference, shipping cost etc.) in case of sending the substitute(s) is the customer’s responsibility.
We are more than happy to cover/refund cost of return when it is required due to our error.
We will not refund cost of returning the order if the return is caused by customer’s mistake or if the product(-s) is no longer wanted or required. These costs will need to be covered by you.
In the first place, please contact our Customer Service team via e-mail ([email protected]) to arrange your return.
We need you to let us know the order number and the item(-s) you want to return. Send that information among with explanation of situation to our email, attaching photos (if necessary). Upon receipt of these details we will provide you with instruction and all the necessary information/documents needed to arrange the return. Return process depends on the country you are in.
Return from country that belongs to European Union (check here, which countries are European Union members):
Customers returning product/-s from any county that belongs to EU, can choose one of the two ways to do it. First one is to return the parcel with national post office service by simply preparing the parcel and posting it in your local post office, with standard mail. In that case we cannot know in advance what will be the price of return. Usually the time needed to deliver the parcel back to us in that case is up to 9 working days.
Second way to return the parcel to us is by DHL return service which would be organized by us if you decide so. It will require to settle the pick-up and DHL courier will pick up the parcel from the address you choose on settled date. Customer cannot choose specific hour for a pick-up. After contacting us, we will provide you with return documents that you will have to print and attach to the parcel. At this time, we will also inform you about the price of the return, as it depends on the weight of the parcel, country etc. The time needed to deliver the parcel back to us is 1-4 working days.
Return from country that does NOT belong to European Union (check here, which countries are European Union members):
Orders originally shipped via DHL: In such case customers can return the product(-s) by DHL return service (with some exceptions, about which we will inform via email), which would be organized by us. It will require to settle the pick-up and DHL courier will pick up the parcel from the address you choose on settled date. Customer cannot choose specific hour for a pick-up. After contacting us, we will provide you with return documents that you will have to print and attach to the parcel, together with the original invoice that was sent with your order. At this time, we will also inform you about the price of the return, as it depends on the weight of the parcel, country etc. The time needed to deliver the parcel back to us is 5-6 working days.
Due to Customs regulations, returns from some countries via DHL might not be possible.
Orders originally shipped with Regular Mail through National Post Office Service: Return process of orders originally shipped with other delivery method than DHL is very expensive and possibility of getting the products delivered back to us is very low. Every case will be analyzed individually, and we will inform customer accordingly. However, you have to remember that such return might not be possible to finalize. If Customs clearance won’t be fulfilled it will automatically mean that the order will never return to us. In such case we will not be able to offer a refund.
Returned and cancelled orders
You can cancel the order by contacting us, via email, as long as the order has not yet been shipped. Please provide all necessary information regarding your order: order number or eventually full name used to place the order. We will get back to you via email informing you about status of your order! Please keep in mind that unless cancellation takes place before shipment has been processed, your order cannot be stopped and will be delivered to you. At this point you will be able to process with a return.
After confirming the status of the order, we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.
Providing an incomplete or incorrect address may lead to the parcel being returned to ElectroBest. Hence, we recommend to always make sure that the delivery address provided when placing the order is correct and complete.
In case of delivery with Regular Mail through National Post Office Service, once the order is shipped it is no longer possible to change the delivery address.
In such case, parcel will reach destination country and will be returned to us after some time. After receiving the parcel, we will contact your immediately via email and you will decide which solution I better for your:
- if you want us to send the order again (meaning you will have to cover cost of reshipment);
- or if you want us to cancel your order at this point (in such case the cost of shipping is not refundable). In that case we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed
If the order will return to us as “Unclaimed” – meaning you did not collect parcel from the post office on time or parcel did not pass through clearance event – we will proceed exactly the same as above.
If the customer does not finalize the clearance process (for any reason), the order returns to the sender (us) – with some exceptions (!). In that case the amount to be returned is related only to products purchased in the store, not including the freight charge(s) – both sides, or fee resulting from payment with instalments. In this case all additional charges will be responsibility of the customer!
The refund of the amount paid by the customer upon purchase is made after the arrival of goods to us. We will inform you via email about it and we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed.
In case of Express Shipping through DHL incorrect or incomplete address can be corrected or changed. You can do it by contacting us or by contacting directly with DHL department in your country. If you will not notice mistake or lack of some information, DHL will contact you to provided phone number. If they won’t be able to get in touch with you, we will be noticed about that and we will try to solve the problem at our end.
Faulty and wrong item(-s)
It is important that you check your order or items upon receipt and always before use. Although we try our best to prevent any damage to your goods during transportation, it is possible that problems may occur. We also have high standards when it comes to preparing your order however mistakes, can occur from time to time. Please accept our apologies if you have received a damaged or wrong item. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach pictures of the parcel and problematic product (-s) to your message so we can have any chance of evaluating the situation. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually and provide the best solution possible. We can offer refund, partial refund, discount for future purchase or reshipment of the item(-s). In case of refund we will process it back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. Our aim is to provide the best solution for you as quickly as possible.