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This Returns Policy constitutes a supplement to the SPLinx Store Terms and Conditions. In the event of any discrepancies, the provisions of the Terms and Conditions shall prevail. This Returns Policy does not limit any statutory consumer rights arising from mandatory provisions of law.
1. Right of Withdrawal (EU customers) Consumers have the right to withdraw from a distance contract within 14 calendar days from the date of receipt of the product, without giving any reason. To exercise the right of withdrawal, the Consumer must submit a clear statement of withdrawal in any form (e.g. by email) to the following address: [email protected] Upon receipt of the withdrawal notice, the Seller will provide instructions for returning the product.
Pursuant to applicable consumer protection laws, the right of withdrawal does not apply in particular to: sealed chemical products, including paints and coatings, if the original packaging has been opened after delivery and the product cannot be returned due to health protection or safety reasons; products clearly personalised or made to the Customer’s individual specifications, where such personalisation is explicitly stated in the Product description.
Paints and coatings offered in the Store are chemical products and may be classified as flammable or hazardous materials. Once the original sealed packaging has been opened, such products cannot be safely returned or reintroduced into circulation due to safety, health protection and transport requirements. ADR and IATA regulations apply to the transport of such products and may make the return of opened products impossible for logistical and safety reasons.
Only products that meet all of the following conditions are eligible for return: the product has not been opened, the product has not been used, the product is not damaged, the product is packed in packaging that allows for safe transport, the product was not personalised or made to the Customer’s individual specifications, where such personalisation was explicitly stated in the Product description.
The customer has 14 days to return the product from the date of submitting the withdrawal notice.
Customers from countries outside the European Union (including, but not limited to, the USA, Canada, the United Kingdom, and Australia) are not entitled to the automatic 14-day right of withdrawal, as EU consumer protection regulations do not apply outside the EU. Returns from non-EU customers may be accepted only upon prior agreement with the Seller and only if: the product is unused and unopened, the product is in its original packaging or packaging suitable for safe transport, the product was not personalised or made to the Customer’s individual specifications, where such personalisation is explicitly stated in the Product description, the customer bears the cost of return shipping as well as all customs duties, import taxes, and clearance fees, the return is logistically feasible and compliant with ADR / IATA regulations governing the transport of chemical goods.
The Seller reserves the right to refuse returns from outside the EU if the above conditions are not met or if the return is not possible for technical, customs, or transport-related reasons.
The customer bears the cost of returning the product in the event of withdrawal from the contract, unless the return concerns a defective or non-conforming product. Return shipping costs are non-refundable. The product must be properly secured for transport.
If the return requires shipment in compliance with ADR or IATA regulations, the customer is obliged to use appropriate packaging and labeling and to bear all costs associated with such transport.
After receipt and verification of the returned product, the refund will be made within 14 days. Refunds will be issued using the same payment method that was used for the original transaction, unless otherwise agreed.
The Seller may withhold the refund until the returned goods have been received or proof of return shipment has been provided.
If a product is defective or damaged, the customer should submit a complaint to the following address: [email protected]
Complaints are processed within 14 days of receipt. If the complaint is accepted, the customer will receive a replacement product or a refund. Visible transport damage must be reported within 7 days of receipt of the shipment.
Some paints and coatings offered in the Store may be classified as dangerous goods under ADR or IATA regulations. For this reason, returns of opened products or products that do not meet transport safety requirements may not be possible.
The customer is responsible for ensuring that the returned product can be legally and safely transported.
For questions regarding returns, complaints, or withdrawal from the contract, please contact us at:
