Refunds / Complaints

How to exchange or return goods?

Every customer has the right to exchange goods / to withdraw from the contract withn 30 days of goods receipt.

  1. Please log in to our Online goods exchange page using your email address and your order number. You will then see all the items you have purchased and you will be able to select the ones you wish to exchange for different size or refund. Please write a short description of why you wish to exchange / refund the goods together with your bank account number (IBAN), where we will refund your money within 14 working days from the date of receiving the goods from you.
  2. After you sent the online exchange form, you will receive a verification to your email address confirming your request. Please print this document and send it back to us together with the goods.
  3. You can exchange / refund goods using post office or a courier and please send it to the address: GIRONE s.r.o., Za koníčkom 3928/1D. 902 01 Pezinok, Slovakia. Please keep the postal receipt.
  4. The goods have to be returned unused and without any damage. All labels must be attached and original packaging mustn’t be damaged. We reserve the right to not refund the full amount if these conditions are not met.
  5. After receiving your goods we will asset all items and inform you by email about the exchange / cancellation process. The exchange period depends on current inventory (up to 14 working days). If we have the goods in stock, we will ship the required size immediately. If the required size is out of stock, our customer service team will inform you as soon as possible. Once the goods are shipped, you will receive an email confirmation.
  6. The postage cost for exchanged goods is paid in full by the customer. If the return of the goods is caused by an error of the seller, the costs associated with the return shall be borne by the seller.

Should the goods be returned within 30 days of the legal period and the total value of the customer’s order after returning part of the purchased goods is less the € 69.00 (which is the minimum order value when the shop guarantees free delivery), the customer will be additionally invoiced for the selected carrier type.

 

How to proceed with a complaint of goods?

The goods are covered by a warranty period of 24 months in accordance with applicable legislation, when the customer can claim the quality and functionality of the purchased goods.

  1. Please log in to our Online goods exchange page using your email address and your order number. You will then see all the items you have purchased and you will be able to select the ones you wish to complain about. Please write a short description of why you wish to complain.
  2. After you sent the online exchange form, you will receive a verification to your email address confirming your request. Please print this document and send it back to us together with the goods.
  3. Please send the goods using post office or a courier to the address: GIRONE s.r.o., Za koníčkom 3928/1D. 902 01 Pezinok, Slovakia. Please keep the postal receipt.
  4. After receiving your goods we will asset all items and inform you by email about the complaint process. Complaints, including the removal of errors will be settled without undue delay, no later than 30 days from the date of claim.

The cost of dispatching a new product and the cost of a customer complaint shall be borne in full by the seller, if the complaint is justified.