RETURNS & WARRANTY
1. RIGHT TO RETURN / CANCELLATION
As a customer we allow you to cancel your purchases without giving any reason within a period of 30 calendar days after the day of delivery of the goods.
All merchandise must be returned in new condition. The item(s) should include its original packaging and be accompanied by the original hang tags & dust bag. Returns that do not meet these criteria may not be accepted and may be sent back to the customer and/or a refund refused. All items returned should include the completed returns note with an order reference number and your contact details. Unidentified returns may not be eligible for a refund.
To make a return, please contact us at firstname.lastname@example.org to start the returns process. All items will be shipped with a recyclable RePack envelope. Place the intact items (in dustbag) inside the RePack and seal it with the enclosed sealing label, and tape the shipping label securely with transparent tape. Follow instructions for the return and where to return the package for shipment.
Within the EU (and Norway and Switzerland), we will provide you with a pre-paid shipping label free of charge for the return.
Outside of the EU, you will need to pay the costs for shipping the package back to us in Sweden.
Upon receiving your returned merchandise at our warehouse and after we verify we have the product returned intact, a refund of the amount paid for the product will be initiated. Please allow for the transaction to be fully processed/posted within 10 – 15 business days. This refund will be issued to the method of payment that was used to make the original purchase. We cannot refund different accounts or credit cards.
2. WARRANTY AGAINST MANUFACTURING DEFECTS
It is our guarantee that every Vildare item is free of material and manufacturing defects. This warranty is valid for the duration of 365 days of the original purchase. If you feel something is faulty on an item purchased at vildare.com, we will replace it for you at our cost. If the item is not in stock or not available, we will offer a substitute, or a full refund.
In case you receive a damage or defect product, please send us a picture immediately where we can clearly see the defect and explain the fault. Send the photo attached to an email to email@example.com along with your order number and your name.
For us to see if the warranty is valid we also need some proof of purchase. Please attach a receipt or a copy of the bank transaction to the email.
We will send you a return waybill to return the defective product and send you a new product. If the exact replacement is not available, we will offer you a similar product, store credit or refund you for the product.
Please note that because cork is a natural material, it will have subtle variations from item to item. The delivered item may differ slightly in color and grain from the one presented at our website. Cork is naturally stained and water resistant material, very easy to maintain and with a knack to age gracefully. However, we do recommend the regular use of a damp soft cloth, to keep it in perfect condition. Please note that it is considered within normal wear and tear for cork to get slight changes in color and texture over time.
We do not offer cleaning, re-dying, refurbishing, or similar services.
Examples of qualifying manufacturing defects include problems with zipper construction, loose stitching or lining, or hardware malfunction.
Please note our manufacturer's warranty does not cover normal wear and tear, neglect or accidents. Some examples of what is not covered under our manufacturer's warranty:
Damage from adhesives
Damage from pets
Discoloration or dampness from storage or exposure
Exposure to chemicals
Lost or stolen items
Scratches, spots, or marks from normal use
Stains or color transfers
Misuse, neglect or accidents
Exposure to solvents, cleaning liquids
Damage during transport
Any modification to a Vildare item
Breakdown of colors and materials over time
If a product was damaged during flight, transport or by any carrier upon initial purchase, you must immediately report such damage directly to the transport operator or courier, as this damage is expressly not covered by FF Living.
We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products.
Please note that general wear and tear including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our 365 day warranty.
We will not honor fake or fraudulent warranty claims and reserve the right, in our sole discretion, to reject any warranty claims which we suspect to be fraudulent.
If we acknowledge a production error, the goods can be returned against a valid receipt and/or order confirmation. For faulty items FF Living will make a full refund to you, including for return shipping, as soon as possible. Goods are faulty if they are received damaged or where a manufacturing fault occurs within 365 days (or 12 months) of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
Claim rights do not apply to defects caused by wear and tear or incorrect usage.
3. CHANGES TO PLACED ORDERS
Once your order has been placed and you have received an order confirmation email, we will begin handling your order. At this point you may not make any changes to your order. If there is any mistake made in registering customer contact or address details when placing the order, it is your responsibility to immediately contact firstname.lastname@example.org . FF Living is not responsible for goods sent to an erroneous and/or incorrect address submitted by customers.
4 EXCHANGE OF GOODS
If customers wish to exchange goods in an already dispatched order, we ask customers to return the goods wished to be exchanged and place a new order with the correct item(s). In the event of questions or assistance please contact our customer service. In such cases we are not obligated to cover or repay shipping costs, and the cost is the responsibility of the buyer.