Refund, Cancellation and Return Policy

Refund, Cancellation and Return Policy

 

GENERAL

Our return address is: ICONIUM j.d.o.o., Aleja Hermanna Bollea 17, Zagreb HR-10000, Republic of Croatia. Contact us at: support@emc.style or at +385 91 943 7723.

 

Right to Cancel

You have the right to cancel your purchase contract within 14 days without giving reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. via email or letter sent by post). You may use the example model cancellation form below, but it is not obligatory.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods must be in pristine condition with any retail seals unbroken. Gift cards must not be used.

Please DO NOT send your purchase back to the manufacturer.

 

You do not have the right to cancel if :

(a)  items you purchased was made and customized to your specific wishes, or

(b) if items were unsealed after the delivery

(c) if purchased gift coupon was used on our website

 

 

 

Effects of Cancellation

If you cancel your purchase contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

 

We will make the reimbursement without undue delay and not later than:

(a)14 days after the day we receive back from you any goods supplied; or

(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or

(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.

 

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

 

Model Cancellation Form

To: ICONIUM j.d.o.o., Aleja Hermanna Bollea 17, Zagreb HR-10000, Republic of Croatia

 

I hereby give notice that I cancel my contract of sale of the following goods:

 

Ordered on:

Order number:

Delivered on:

Name of customer:

Address of customer:

Signature of customer (only if sent by paper):

Date:

 

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

 

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

 

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us at support@emc.style. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

 

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us at support@emc.style. Please provide details of the fault and where possible attach pictures to your message.

 

Returning the item

Please DO NOT send your purchase back to the manufacturer.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

You can use any delivery provider that will deliver to Croatia. We suggest using tracked, insured, courier service. Please make sure that the package you sent an item in is appropriate for transporting breakable containers.

Our return address is: ICONIUM j.d.o.o., Aleja Hermanna Bollea 17, Zagreb HR-10000, Republic of Croatia. Contact us at: support@emc.style or at +385 91 943 7723.

 

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

-If we sent you the wrong item

-If the item is damaged or faulty

Please DO NOT send your purchase back to the manufacturer.

 

 

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at support@emc.style or by post at ICONIUM j.d.o.o., Aleja Hermanna Bollea 17, Zagreb HR-10000, Republic of Croatia.

 

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@emc.style.