Complaints and returns policy
Guarantee terms and complaints about ordered goods
- All of the product sold in our store carry a manufacturer’s guarantee.
- All accidental and intentional mechanical damages (splits, crosscuts, discoloration etc.) as well as damages caused by careless or wrong exploitation are not the under warranty terms. Patent defects visible while receiving the delivery which weren’t notified immediately won’t also be credited. Guarantee does not apply to decorative elements such as zippers, slide fasteners, buckles, turnlock clasps, pitons, chains and all others leatherwork fittings .
- Proofs of purchase(invoice) are required when reporting faults.
- Every item which is the reason of complaint should have attached the complaint form or the complaint statementwith the description of the cause of the complaint and the conditions and time when the faults happen. Name, surname, address, the order number and the claim declaration (exchange for different item, repair, refund) should be given.
- The complaint will be examined within 14 days after receiving the package and a customer will be notified about the result of the complaint procedure.
- If the complaint is justifiable the costs of the shipment are covered by the shop according to the price schedule of the Post Service.
- In case when the subject of complaint was sent via other conveyor, the shop will not cover its costs but the cost will also be covered according to the price schedule of the Post Service.
- If the complaint is unjustified the costs of the shipment are covered by the customer.
Returning the products
- The return of the ordered product from the www.e-excellent.eu shop is possible without giving any reason within 14 days from the date of receiving the package on the basis of a written declaration. It is possible only when the product is unused and undamaged in any way. The item should be send with the original sales receipt and the return form which is available on or website.
The willingness to return the product should be report to: firstname.lastname@example.org and we will sent you all the details on which adress item have to be return
Products bought on www.e-excellent.eu which were custom-made cannot be returned.
Exchange of products
Custom-made and personalized items cannot be exchanged.
Documents for download