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Return policy
Perla Parfums offers its customers the possibility of returning their orders. If you are not satisfied, we will refund your money.
In order to exercise their right of withdrawal, the consumer must inform Perla Parfums by email, never by phone due to the fact that a request has to be recorded in writing. The contact email address is info@perlaparfums.com or use the contact form below.
Right of return request
WITHDRAWAL WITHOUT REASON
The customer has a period of 14 calendar days to exercise their right of withdrawal, counting from the date of receipt of the item/s. It is not necessary to indicate a reason for the exercise of the right of withdrawal.
When can I withdraw from the contract without stating a reason?
When shopping with us, you can return any purchased product with the exception of those which:
a) Cannot be returned due to hygienic purposes (e.g. open beauty products and other goods which come in direct contact with the skin)
b) Were altered or manufactured according to your instructions (e.g. engraved packaging)
c) product samples
How should I proceed when I want to withdraw from the contract without stating a reason?
Notify us of your decision to withdraw from the contract within 14 calendar days. The best way to do this is to contact us at info@perlaparfums.com or you can also use the contract withdrawal form found below.
Send the products to the address Perla Parfums Z-Point, Náměstí 103, 267 53 Žebrák, Czech Republic, immediately or within 14 days at the latest. If, in relation to the contract, you have received an additional free item (“gift”), it is necessary also to return this gift.
We will reimburse you for the purchase price of the goods within 7days from the day of the withdrawal at the latest. However, we can postpone the payment in accordance with the law until the goods are returned. If you withdraw within the first 14 days from the delivery of the goods, you are also entitled to be reimbursed for the expenses related to the delivery in the amount that corresponds with the cheapest available mode of delivery.
WITHDRAWAL OF DAMAGED GOODS
Even if the defect of the delivered products is minimal, please be assured we will solve the problem immediately and to your satisfaction. It is in our interest to handle everything as quickly as possible, so you do not need to worry about having to wait longer than necessary (we are usually able to have everything resolved within a few days).
When can I file a complaint?
We are responsible for defects of the goods at the time of delivery or those that manifest within 24 months after delivery. We are, however, not responsible for new defects, especially if these were caused by incorrect use of the product. In case of a used product, we are not responsible for defects that correspond with how much the product has been used, or defects of used products at the time of delivery. In the case of products with a stated expiration date, we also bear responsibility for the product being suitable for use during this time.
We remind customers that a heightened sensitivity or an allergic reaction to a purchased product does not on its own constitute a defect. Similarly, defects of free gifts or other goods that are free of charge and were not one of your ordered goods cannot be considered grounds for complaint. Photographs on our website have an illustrative purpose and are not a binding representation of the characteristics of the product (for instance the packaging might be different due to changes on the part of the manufacturer).
What are my rights when filing a complaint?
In case of a defective product, you are also entitled to demand a remedy for the defect through replacement or repair.
If such a remedy is impossible or excessive on our part, you are entitled to demand a discount on the price you have paid. In that case, you keep the goods and we repay you part of its purchase price. If the defect is substantial, you can also withdraw from the contract. In that case, you will send us the goods back and we will reimburse you to the full extent of the purchase price.
How do I file a complaint?
If you decide to file a complaint, send the products to the address Perla Parfums Z-Point, Náměstí 103, 267 53 Žebrák, Czech Republic.
We will inform you of the progress of the complaint, in particular of its receipt, acceptance or rejection, via e-mail or text messages. We may also contact you by phone.
We will make a decision regarding your complaint without delay. The processing of the complaint including the remedy of the defect will not exceed 30 days. Otherwise, you shall be entitled to withdraw from the purchase contract. It is necessary for you to provide us with the assistance required to meet the above time limit. In case the parcel arrives damaged or there are items missing, we advise our customers to keep all packaging for at least 5 business days as proof of the claim: photographic evidence of the damage possibly speeds up the claim resolution.