Return policy

1. General Returns

1.1 We are grateful for your patronage and want you to be completely satisfied with the Product(s) you have ordered from us. If you should have any questions, concerns, or problems with the Product(s) that you have ordered, please contact our client services specialists via email at support@retrouve.com. Details of your legal right to cancel your Contract with us, and an explanation of how to do this, are set out below and provided in the Order Confirmation email that we send to you.
1.2 These Terms and Conditions do not apply if you purchase Retrouvé Product(s) from any source other than our Website. We can accept the return of Product(s) ordered via www.retrouve.com only, and we must have record of your order in our system. We regret that we cannot accept the return of Product(s) purchased or received elsewhere including authorized retailers or distributors, other websites, as gifts, or as promotional material.
1.3 You may return Product(s) to us and receive a full refund of the price paid for the Product(s), provided that you return the Product(s) to us (or notify us of your intention to do so) within 30 days of the Product(s) being delivered to you.
1.4 If you want to return Product(s) to us, please notify us of your intention to do so us by contacting our client services specialists via email at support@retrouve.com. We will send you an email to confirm that we have received your return request and will provide the address for your return at that time. You may wish to keep a copy of this (and any emails that you send to us) for your own records.
1.5 Within 15 days of the date that we receive the returned Product(s) from you, you will receive a full refund of the price that you paid for the Product(s) and any applicable delivery charges for which you paid to us at the time of purchase. We will process the refund due to you as soon as possible and, in any case, within 30 days of the day on which you contacted us (as described in section 1.3 above). We will refund you on the credit card or debit card that you used to make the purchase originally.
1.6 In order to receive your refund, you must return the Product(s) to us within thirty days of our Return Confirmation email to you. Unless the Product(s) are faulty or not as described (in which case, section 2.1 below will apply), you will be responsible for the cost of returning the Product(s) to us. You are responsible for taking reasonable care of the Product(s) until they are returned to us. We recommend that you return them to us using a recorded delivery service and that you keep proof of postage. We will be unable to provide you with a full refund of the Product(s) are not returned to us or if they are damaged when they arrive.

 

2. Faulty Products

2.1 In the unlikely event that the Product(s) we sell to you are faulty or not as described, you may have additional legal rights to receive a refund in relation to these Product(s). These legal rights are not affected by our general returns policy (set out above) or by the Website Terms of Use and Terms and Conditions of Sale. Advice about your legal rights is available from your local or national consumer protection body.