After Sales Service

Returns policy

There are several reasons why products can be returned. You must take into account that there are certain conditions that you must respect and consider depending on the method of return.

IMPACTS MANAGED BY THE AFTER-SALES DEPARTMENT



1. -RIGHT OF WITHDRAWAL

Product returns will be accepted (Right of Withdrawal)* within a maximum of 14 calendar days from receipt of the product provided that it is in perfect condition, with the installation manual, documentation and accessories (screws, nuts, keys). It must therefore be returned without stains, odors, and damage. Only products that have not been assembled, used or handled state will be accepted.



Once the product(s) have been received, FAIRINDO will refund the purchase amount (REFUND OR CREDIT for a future order) by deducting the shipping costs for the return of the goods to our warehouse. ** 

* Product returns for any reason not attributable to FAIRINDO on products where the customer has benefited from a free shipment, the return costs corresponding to the transport from the customer’s home to the FAIRINDO warehouse, will be deducted based on material/weight and number of packages returned. 

** The amount of the return fee does not apply to the various promotions, so it will be recorded in its entirety.

In case of withdrawal of purchase, the costs of return are the responsibility of the customer and correspond to the total weight of the returned products, as indicated for example in the following table for Monocolis up to 30 kg with maximum dimensions:

(length + width + height) < 2 m

You will need to follow these steps:

1) Keep the invoice for products* received by email following your purchase. 

2) Please contact us at contact@fairindo.com with the reason for this retraction.

3) Then wait for for further instructions from our customer service.

The requested photos, products as well as packaging and the label(s) of the transport company, ARE MANDATORY TO MANAGE THE CLAIM.

* For products in the PERSONAL CARE category, it will not be possible to override the right of withdrawal in case of opening the original packaging. 

SPECIAL FEATURES OF THE RIGHT OF WITHDRAWAL:

- If the customer wants to exercise his right of withdrawal but the order is not in preparation and has not yet been delivered to the carrier, the refund will be made within 20 working days after receipt of the email confirming the withdrawal. The refund will be made, as far as possible, on the same payment method that was used to place the order.


- If the customer wishes to exercise his right of withdrawal and the order is already in preparation or in possession of the carrier, the customer will have to pay the costs of transportation to and from the destination even if the order has not yet been delivered. The refund will be made within 20 working days after receipt of the parcel in our premises. The refund will be made, as far as possible, on the same payment method that was used to place the order.


- If the customer wishes to exercise his right of withdrawal on an order already received, he will have to pay the return costs.  The refund will be made, as far as possible, on the same method of payment that was used to place the order within 15/20 days of receipt of the parcel(s) on our premises.


- If the product falls under the PERSONAL CARE category, it cannot be returned once the original package has been opened. 



If you need advice, you can contact us at contact@fairindo.com.

2. -PRODUCT FAILURE/DAMAGE UPON SHIPMENT OR PRODUCT DEFECT (WARRANTY)

In case you receive a damaged product during transport or if the received product has a defect, the customer must complete the form.


IMPORTANT!!! No claim will be accepted after this deadline and without the original packaging.

You will need to follow these steps:

1) Keep the invoice for products* received by email following your purchase. 

2) Please contact us at contact@fairindo.com with the reason for this retraction.

3) Then wait for further instructions from our customer service.

The requested photos, products as well as packaging and the label(s) of the transport company, ARE MANDATORY TO MANAGE THE CLAIM.

3. -ERROR ON GOODS SENT:

When you detect NO receipt of a product, or the receipt of a different product from the one ordered, the customer must complete the form.

In the event that the product sent does not correspond to what the customer has requested, FAIRINDO shall bear the costs of the removal and shipment of the product.


You will need to follow these steps:

1) Keep the invoice for products* received by email following your purchase. 

2) Please contact us at contact@fairindo.com with the reason for this retraction.

3) Then wait for further instructions from our customer service.

The requested photos, products as well as packaging and the label(s) of the transport company, ARE MANDATORY TO MANAGE THE CLAIM

4. -ORDER NOT RECEIVED

When your order is NOT received, if it appears as sent in your customer area, the customer must notify the impact via the Impact form.
Please take into account delivery times and possible delays in deliveries depending on the periods.

How do I start your application?

You will need to follow these steps:

1) Keep the invoice for products* received by email following your purchase. 

2) Please contact us at contact@fairindo.com with the reason for this retraction.

3) Then wait for further instructions from our customer service.

The requested photos, products as well as packaging and the label(s) of the transport company, ARE MANDATORY TO MANAGE THE CLAIM

WHAT TO DO WHEN YOU RECEIVE YOUR ORDER?

It is mandatory to check the contents of the package and write the corresponding reservations on the delivery note of the carrier.

WHAT SHOULD I DO IF I REALIZE THAT I MADE AN ERROR IN MY ORDER?

If you made a mistake when validating the order, you have several possibilities. If you need to change the shipping/billing address or the order, you can do so by going directly to your customer account in the "Order History" section. This option will be available until the order is being prepared.

You can also contact us at contact@fairindo.com.

WHAT IF THE HARDWARE IS DAMAGED?

If you receive a damaged product, the easiest way is to refuse the package with the reason for the refusal on the delivery slip. 

HOW ARE INCIDENTS OR REPAIRS RESOLVED?

At FAIRINDO we offer several options:


- Repair or replacement: usually the first option is to repair or replace, according to the opinion of the technical service according to the stock, the type of product, the type of incident, the management date. Taking into account that for the replacement of parts deteriorated by the customer, they must be kept (if applicable) and therefore are not covered by the manufacturer’s warranty.

FAIRINDO will proceed to the removal via a transport company, of the product received in bad condition. Once received on our premises, we will send you the replacement product(s) within 15/20 working days of receipt of the product(s).



- HAVE: purchase order to be used when you wish on a next order. Effective within 24/48 hours. The management time is more efficient by this method in cases where a customer meets the requirements and wishes to buy another item because once the management of having done it, you can use your purchase order for a new order, faster than a refund.



- Refund: the refund of the amount will be made on the same payment method used during the validation of the order. In case of payment by bank transfer, please send us your RIB to be able to make the refund. The refund will be effective on your account within 10/15 working days. 

WHEN DO THEY TAKE THE PRODUCT BACK TO ME ONCE THE IMPACT IS CREATED?

Once the impact has been addressed, regardless of the reason and if a removal of the product is required, the customer must indicate a collection day at their home or delivery location, at least 72 hours in advance.

CASE OF CANCELLATION OF THE GUARANTEE

- No refund will be accepted for warranty on damaged items or with product malfunction due to customer misuse and/or for any product handled/modified.

- When the defects listed are due to abnormal or inappropriate use; normal wear or aging; an accidental event or, more generally, due to an external cause (such as unauthorized intervention on the product).

- When the product shows clear signs of use beyond its capacity, as well as obvious abuse as blows or damage caused by liquids or corrosive substances and other anomalies attributable to the consumer.

- FAIRINDO products are designed and manufactured for private, not collective use, so that the warranty is limited in cases where the use is intended for the hotel industry (restaurants, cafes, hotels, clubs public spaces terraces public use, etc.).

- Reimbursement is not accepted for OUTLET products or products with slight imperfections, prior compliance of the customer.

- Some products have warranty seals. Handling or removing them will void the warranty.