El plazo para solicitar la devolución de un producto es de 15 días hábiles desde la recepción del pedido.
Dentro de ese plazo, si el cliente no queda satisfecho, podrá solicitar la devolución del importe pagado por las compras realizadas dirigiéndose al Servicio de Atención al Cliente (SAC), teléfono +34 944744062o por correo electrónico. Cookplay procederá a la devolución del 100% del precio del producto adquirido, menos los gastos logísticos de devolución. Si el producto es defectuoso o no conforme con el contrato, el cliente tiene derecho a devolver el producto Cookplay asumiendo los gastos de devolución.
En el caso de que el cliente detecte un problema con el tiempo de entrega de su pedido (embalaje dañado, productos faltantes o dañados) deberá indicarlo por escrito en el albarán de entrega del transportista y contactar con nosotros por teléfono o email con el SAC dentro de las 24 horas de recepción del pedido. horas.
No podrán realizarse devoluciones en ningún caso si el producto no se envía en perfectas condiciones, debidamente protegido, con todos los accesorios, instrucciones y documentación y siempre que no hayan sido claramente puestos en uso que impidan que el producto se encuentre en las mismas condiciones en que se compró. .
El importe de la devolución se abonará a través del medio de pago utilizado para la compra y en un plazo no superior a 30 días.
Cookplay no devolverá el importe ni realizará ningún envío de mercancías hasta que haya verificado la recepción y el estado del embalaje y accesorios del artículo objeto de devolución o cambio en nuestro almacén.
En caso de que la devolución solicitada por el usuario no sea aceptada por el proveedor por entender que el producto cuya devolución se pretende no cumple las condiciones de devolución indicadas en la presente cláusula o ha sido utilizado (siempre que dicho uso no se limite a la prueba normal para tomar una decisión final sobre la compra del producto), Cookplay devuelve el producto al cliente, quien debe hacerse cargo de los gastos de envío.
la garantía del producto
El plazo de garantía del producto es de dos años, tal y como establece la Ley 1/2007, de 16 de noviembre, por la que se aprueba el texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios y otras leyes complementarias.
Si pasado el plazo de desistimiento de 7 días hábiles desde la entrega del producto, el usuario detecta algún defecto en el mismo, se dirigirá al SAC.
Products shall be delivered exclusively to an address specified by the buyer located in one of the above mentioned countries.
Delivery dates are only approximate and shall in no case be binding upon RAK Porcelain. No compensation shall be paid in the event of late delivery, except in cases of wilful misconduct or gross negligence.
Orders shall be delivered to the delivery address specified by the customer upon placing the order. Customers shall be solely responsible for the information duly provided during the ordering process and shall be exclusively liable for any delivery issues resulting from a lack of information provided when placing an order. If an issue arises in relation to the delivery and no solution is reached with the customer within a week, the parcel shall be returned to RAK Porcelain, which shall not be required to resend the parcel or provide a refund.
In the event of the recipient’s absence, a calling card shall be left in the recipient’s letterbox, specifying the contact details of the TNT branch that is in possession of the parcel in order to reschedule the delivery. If the parcel is not claimed by the customer within one week, it shall be returned to RAK Porcelain, which shall not be required to resend the package or provide a refund.
Complaints
It is the customer’s responsibility to carefully verify the condition and quality of the products upon their arrival, as well as their conformity with the delivery note and the lack of any visible defects. If the packaging is damaged, the customer must reject the delivery and notify RAK Porcelain by submitting a complaint.
If it is not possible to reject the goods or detect non-compliant or missing products upon delivery of the goods, the customer shall submit a complaint within a reasonable period of 24 hours after the delivery.
Any complaint related to an order must be submitted via a complaint form, which is available for each order placed within the past 30 days. It is available in the customer space under “my orders” and can be accessed by simply clicking on the “Complaint” button. Customers shall provide all the information required to complete the process, including the submission of photos if applicable.
4. Right to cancel
If the customer is a consumer they have the right, in accordance with legal provisions applicable in the European Union, to cancel their order without needing to provide any justification. In order to comply with the laws in effect in each country of delivery, we have set a 15-day cancellation period. Such period shall begin on the date on which the customer or a third person designated by the customer takes possession of the goods; or, in the event of a partial delivery, the date on which they take possession of the last partial delivery or the last part.
To exercise their right to cancel, customers shall inform us of their decision to cancel the order within the established time period. For such purpose, they shall use the complaint form under “my orders” in their customer account, which is available for each order placed within the past 30 days . We shall then email to the customer a confirmation of receipt of such cancellation as soon as possible.
All products shall be returned within 14 days after the customer has been notified and has exercised their right to cancel. The products in question shall be shipped in their original packaging, at the customer’s expense and under their responsibility.
Once the products have been received and inspected, the customer shall be given a refund for the amount of the order, including delivery costs if applicable, within 7 days of their receipt. We shall use the same method of payment as in the initial transaction for such refund, unless expressly agreed otherwise. We may deny a refund if the products are damaged or the cancellation period has expired.
5. Warranty and liability
RAK Porcelain shall not be held liable in any way in the event of non-compliance with its obligations if such non-compliance is due to causes attributable to the customer, an unforeseeable and insurmountable problem caused by a third party to the agreement, or a case of force majeure. Examples of cases of force majeure include, but are not limited to, strikes, bad weather (rain, snow, ice) traffic jams or issues, fire, attacks, etc.
RAK Porcelain shall not be held liable for any inconvenience or damage inherent in the use of the Internet, including service disruptions, external intrusions, the presence of computer viruses, fraudulent credit card use, etc.
We use our best efforts to provide accurate and detailed information in relation to the products. However, differences between product photos and the products delivered are possible. RAK Porcelain undertakes to ensure the conformity of the delivered products with the respective order.
6. Intellectual property
The purchase of products from RAK Porcelain does not grant customers any right over the brands belonging to RAK Porcelain or third parties. Therefore, customers shall not have any rights over the brands, patents, designs and models, trademarks, copyrights, software or any written or electronic documents of RAK Porcelain.
Products are sold to consumer customers as end consumers. Therefore, the resale, use or transformation of products for any commercial use is strictly prohibited without the prior written consent of RAK Porcelain.
7. Intellectual property rights
All website components, whether visual or audio, including underlying technology, are protected by intellectual property rights, and the customer acknowledges that such rights are the exclusive property of RAK Porcelain or its suppliers.
8. Data protection
In addition to the clauses governed by these Terms & Conditions, RAK Porcelain undertakes to take all measures required to comply with applicable laws regarding the processing of the personal data entrusted to it by the customer, as well as the special clauses included in the specific agreement governing such processing.
For more information, please consult our Privacy Policy.
9. Applicable law
These Terms & Conditions and all non-contractual obligations resulting from or related to them shall be governed and interpreted in accordance with the laws of the Grand Duchy of Luxembourg.
Any disputes resulting from or related to these Terms & Conditions shall be submitted to the Court of Luxembourg.
10. Legal notice
Website publisher
RAK Porcelain Europe S.A.
440, Z.A.E. Wolser F
3290 Bettembourg
Luxembourg
Contact
Phone : +352 26 36 06 65
Email : info@rakporcelaineurope.com
Directors of Operations
Sven Bodry
Mariella Di Giambattista
Registration with the Trade and Companies Registry (L)
RAK Porcelain Europe S.A. - B111085
VAT Registration (L)
Rak Porcelain Europe S.A. – LU20840455
Operating licence (L)
RAK Porcelain Europe S.A. – 00135177
Authorisation issued by the General Directorate for Small and Medium-Sized Enterprises of the Ministry of Economy of Luxembourg.