Informatie

Return Policy

 

At Oliverscenery, we strive for high-quality products. However, we understand that an unforeseen defect may occur. Our return policy is as follows:

 

1. Returning a Defective Product

 

You can only return a product if it's defective upon receipt or if it develops a defect within the warranty period that was not caused by your own actions.

Please report any defect within 7 days of receiving the product via info@oliverscenery.be. Clearly state:

  • Your order number

  • A clear description of the defect

  • Photos or videos of the defect, if possible

After your report is approved, you'll receive instructions for the return shipment.

 

2. Conditions for Return

 

To return a defective product, the product must, if reasonably possible, be complete and returned in its original packaging. Any accessories, manuals, and included parts must be present, unless the defect relates to these elements. Please ensure the product is well-packaged to prevent further damage during transport.

 

3. Shipping Costs

 

The costs for returning a defective product are at the buyer's expense. We recommend using a shipping method with tracking, as you are responsible for the product until we have received it.

 

4. Refund or Exchange

 

Upon receipt and thorough inspection of the returned defective product, we will contact you to discuss further processing. Depending on the nature of the defect and product availability, we offer a suitable solution:

  • Repair: If possible and practical, we will repair the product.

  • Replacement: We will exchange the defective product for a new, identical product, if available.

  • Refund: If repair or replacement is not possible, you will receive a refund of the purchase amount. The refund will be processed within 14 days after approval of the return, via the original payment method you used for your purchase.

 

5. Exceptions

 

Returns are not possible if:

  • The product does not show a defect.

  • The defect is caused by improper use, intent, negligence, incorrect installation, or external causes (e.g., water damage, fall damage, lightning strike).

  • The product has been modified or repaired by third parties.

  • The product is not complete or is missing parts that were included in the original delivery (unless this is part of the reported defect).

  • Custom-made products cannot be returned, even if defective, unless explicitly stated otherwise or the nature of the defect makes this necessary.

 

6. Procedure

 

Follow these steps to initiate the return process:

  1. Report the defect: Send an email to info@oliverscenery.be with your order number, a detailed description of the defect, and, if possible, clear photos or videos.

  2. Wait for approval: Our customer service will review your report and inform you of the next steps within [number of business days, e.g., 2 business days].

  3. Ship the product: After approval, you will receive the return address and any specific shipping instructions. Package the product carefully.

  4. Receive confirmation: We will confirm receipt of your return and keep you updated on the progress of the processing.

Do you have any further questions about our return policy? Please feel free to contact our customer service at info@oliverscenery.be.