All products purchased in D.Franklin's web page, that don't completely satisfy our customers, can be returned in the next 14 days following the reception of the order. All shipping cost involved in the return process shall be fully borne by the customer.
In order for a return to be accepted by D.Franklin, if must comply with the following conditions:
- The product is returned in perfect state, without having been used.
- The product has not suffered any damage for inadequate use.
- The product is in same conditions as it has been delivered, keeping the original box and all the initial contents (labels, cleaning cloth and other elements that may contain)
- Conservation of the original packaging. It is part of the product price. In consequence, in case the product is not returned in its original box (keeping labels, cleaning clothes and other ítems it may content) the price of the product will be depreciated.
In case the product is not received in its original packaging - as indicated above, we reserve the right to deduct those items that are missing or that are not in original condition from the total price:
- Box: 5 €
- Any other extra item contained in the box (stickers, pouch, cleaning cloth, etc) : 3 €
Returns for orders including 2x1, 3x2 promotions or free items should be made in full to get a refund. No partial returns will be accepted.
Once the return is refused, the customer will have 3 months to pickup the package from our warehouse, assuming the shipping cost. If the package is not picked up by the customer within 3 months it will be sent to charity.
*RETURNS OF MASKS ARE NOT ACCEPTED
We do not replace items. If you want to change an article for a different size or colour, you must return the item and apply for a refund, and then place another order for the item in the desired size or colour. Once the returned item has been received, we will issue a refund through the same method of payment you used in your order.
Please note that in case of gifts, refunds will always be made through the method of payment used when placing the order.
HOW TO RETURN A PRODUCT?
To make a return, you have two options:
Register your return through our Contact Form and follow the instructions.
- Fill our Withdrawal Request Form.
Despite of the method you choose, we recommend that you keep a proof of your return.
Please use an envelope, plastic bag or paper wrap to protect the items you are going to return and in no case directly place the return label on the boxes or containers corresponding to the items, as it would be impossible for us to reuse them and it would entail the possible rejection of the return.
Once the item has been received and your refund has been approved and authorized, you will receive a confirmation email notifying that the amount of the product or products to be returned, will be refunded through the same method of payment you used to pay for the order. The original shipping costs will not be refunded.
The refund will appear in your account balance in the next 7 to 15 working days after you receive the email confirming the refund, although this may vary depending on the conditions of each bank.
Last update: 03/10/19