General information
In case you have second thoughts and would like to send the goods back to us, then you have the possibility of doing this within 14 days of delivery, that means you can cancel the purchase contract without indication of reason and in text form (e.g. by e-mail) or by return of the received goods.
Return of products that you have purchased in Bertalife.eu store
Please understand that we can only accept goods that have been ordered and delivered through our Bertalife.eu online store. If you wish to return goods that you have bought at one of our retail partners or articles that you have received as a gift and have been bought from one of our retail partners, we ask you to clarify your concerns with the appropriate retail partner. Please note that under these circumstances, other general conditions may apply, which you will obtain from the retail shop.
Return of goods
Please register all returns of online purchases under indication of reason with us, so that we can process your returns as quickly as possible. For returns within Estonia, please contact us for the shipping label. For returns from abroad, we request that you return the package to our warehouse in Estonia. We kindly request that you select a shipping and packaging type that provides a tracking service and mail the tracking number to us. In the unlikely event that the goods do not arrive back at the warehouse, we won’t have to bother you with details. Please note that we can only accept returns that are sent back to our warehouse in Estonia and that have been previously registered with us as returns. You may contact our consumer service by phone or by sending an Email: info@bertalife.eu.
Before returning goods to us, please take care that you
- Send all goods you wish to return from one order in one shipment to ensure your returns are processed as quickly as possible;
- Return the items wherever possible in their original packaging to ensure they are adequately protected during transport;
- Send your order confirmation or other proof of purchase (unless you are returning a gift);
- Ensure that the return address of the consignment is legibly written on the outside of the package;
- Securely fasten the packaging;
- In case, inform us of the tracking number to avoid further inconvenience.
Please note that we can only accept return of unworn items with their original packaging and product tags! Please send your returns to the following address: Estonia, Narva, A. Puškini tn 5, 20309
- You will be informed by Email, as soon as we have received and processed your returned items.
- If you have received the goods as a gift, please provide an email address and telephone number so we can contact you if needed, otherwise notification of your returned items will be sent to the original purchaser. Alternatively the goods may also be returned by the original purchaser.
Return claims
Bertalife.eu stands for quality. All the goods undergo a quality control check for defects and poor workmanship before they are shipped to you. If you have erroneously received a product, or if you receive a product that is not in perfect condition, you may, of course, return or exchange the product. In this case please contact us immediately.
Returning products with quality defects
- If you are returning an item because of a quality defect, please report your complaint directly with us stating the reason for the return.
- We will firstly offer to repair the defective goods. If this is not possible, we will replace the product you’ve ordered, as long as the product is available. You will receive complete reimbursement if the goods can neither be repaired, nor replaced.
- Out of respect for our employees, we ask you to return only unsoiled goods.
Exchange of goods
- As our customer, you have the option to directly exchange any item purchased online within 14 days (of receipt of goods). Please contact us promptly, so that we can adequately process your exchange.
- All additional shipping costs of exchanged items occurring within the above stated time period will be paid for by goodsociety. This includes the return postage as well as the packaging and posting charges for the exchange items being re-sent.
- In case you are doubtful about choosing the right article, e.g. color or size, you may contact our consumer service for help, before placing your order to avoid inappropriate items being delivered.
- Please note that we can only exchange unworn items with their original packaging and product tags.
For all customers outside the European Union
When returning a product for exchange, make sure to notify your local customs office of this so they can refund you the tax and custom fee or prevent you from having to pay it twice as we are unable to influence this.
Refund
- In order to process your returns we are required to check both the condition of the goods and the integrity of your reason for returning them. After checking and approving your returns (and there is no exchange request) we will promptly reimburse the purchase price of the returned items. Reimbursements are made to the payment method used at the time of purchase.
- If you have received a defective product or a wrong item and you inform us of the mistake and return the items within 14 days of receipt, we will refund you the costs incurred in full, including all charges for postage.
- If goods are returned after the expiration of the 14 day revocation period (revocation instruction), you carry the cost of returning the goods. This will be deducted from the amount we refund you for the returned items. Please understand that we cannot refund any shipping fees in this case.
- Reimbursement is normally processed within 14 days of receipt of returned goods. However, we ask for your understanding should the processing time during peak periods take longer.
- Please note that your bank may take up to 10 working days to process your refund. This depends on the institution from which a payment card is issued, and the respective processing time.
If you have any additional questions, please write at info@bertalife.eu
