Return of Product
We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied with a product you have purchased, you may return it for a full refund within 30 days of the original purchase date, provided the product is unused and in its original condition.
Initiating a Return
To initiate a return, please follow these steps:
- Log in to Your Account (Recommended): Access your account on our website and locate the order containing the product you wish to return. You can then complete the return form provided within the “Orders” section. Be sure to specify the reason for your return.
- Return Without Account Login: If you prefer not to log in to your account, you can still return your product. Simply download, print, and complete the return form available here: [Link to downloadable return form]. Include the completed form with your return shipment.
Packaging Your Return
To ensure your return is processed smoothly, please adhere to the following packaging guidelines:
- Original Packaging: Whenever possible, use the original packaging to return the product.
- Protective Materials: If the original packaging is unavailable, use sturdy packaging materials such as cardboard boxes and bubble wrap to protect the product during shipping.
- Securely Seal: Ensure the package is securely sealed with tape to prevent damage during transit.
- Include Return Form: Enclose the completed return form within the package.
Please note: We recommend obtaining proof of postage for your return shipment.
Return Address:
Kamieniarstwo NERO Kamil Wodecki
ul. Polna, 42-583 Bobrowniki POLAND
Contact Us:
For any questions or assistance with your return, you can reach our customer support team via Support Portal or at support@masonrypro.eu.
We will process your refund upon receipt and inspection of the returned product. Refunds will be issued to the original payment method within 10 business days.
Additional Considerations:
- Shipping Costs: Customers are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective item).
- Damaged Returns: Items returned in damaged condition may be subject to a restocking fee or may not be eligible for a refund.
- Non-Refundable Items: Certain products, such as digital downloads or personalized items, may not be eligible for return.
By following these guidelines, you can easily return your product and receive a full refund.
Complaints About Products Sent via Courier Company
We take pride in ensuring that all products shipped from our store are new, unused, and in perfect condition. Your satisfaction is our top priority.
Damaged or Defective Products
If you receive a product that is damaged during shipping or is defective upon arrival, please follow these steps:
- Damage Upon Delivery: If you discover damage to the package upon receiving it from the courier, refuse the delivery and inform the courier of the damage. The courier will initiate a damage claim, and you will receive a refund or replacement product.
- Hidden Damage or Defects: If you discover damage or defects after opening the package, please contact our customer support team immediately. We will guide you through the claims process and arrange for a replacement or repair.
- Order Discrepancies: If the contents of your order do not match what you ordered, please contact our customer support team as soon as possible. We will investigate the issue and rectify it promptly.
Documentation
To expedite the claims process, please provide us with the following information:
- Order number
- Clear photos of the damaged product or packaging
- A detailed description of the issue
Warranty Information
All our products come with a 2-year warranty. If a defect arises after the initial inspection period, please contact our customer support for warranty claims.
We understand that receiving a damaged or defective product can be frustrating, and we are committed to resolving the issue as quickly and efficiently as possible.
