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RETURNS & REFUNDS
What are the return conditions?
If I changed my mind…
If you would like to return part of totality of your order, you have up to 14 days after the reception of the goods to do so.
Please contact our customer service using our contact form to inform us about your intention to return a product to us. Clearly use the subject line “Return request” in the comments section and don’t forget to mention the reason of your return.
Once we have given you a sales return order number, you will be able to return the item(s) to us as soon as possible using the services of any courier of your choice.
Please note that you will be fully responsible for the shipping cost related to the return of the item(s) and that we do not refund the initial shipping charges.
We also insist on how important it is that returned products are intact, in a perfect state for resale, and placed in their original packaging.
If an item is incorrect or arrived damaged…
If, despite all care we have taken, you have received a defect item, please contact our customer service per e-mail at sales.emea@boston-group.com. We kindly ask you to write the subject line “Damaged Item” or “Incorrect Item” and to attach a picture of the product and/or defect in question: this will help us to solve your problem as efficiently as possible!
Our customer service team will then do its best to arrange in a short period of time the pick-up of the defect goods and their replacement. Everything free of charge of course!
Do you offer exchange?
We unfortunately do not offer any exchange service. You will need to return your order (see our return conditions) and place a new order through our online shop.
When will I receive my refund?
Upon receipt of your parcel(s) in our warehouse, a thorough quality control will be performed before approving the restocking of the returned products. As a consequence, we inform you that we won’t be able to refund any product which is incomplete or has suffered any type of deterioration.
Please allow us up to 14 working days after the receipt of your products in our facilities to fully process your return. The refund will be issued based on the payment method used at the time of purchase.
Our customer service team will make sure to keep you updated about the status of your return per e-mail.
