Returns & Refunds
We want you to be satisfied with your order. This policy explains your rights and how to request a return, withdrawal or refund.
Nothing in this policy limits any rights you may have under applicable consumer law.
Right of withdrawal
If you are a consumer and applicable law provides a statutory right of withdrawal for your purchase, you generally have 14 days from the day you receive your order to notify us that you wish to withdraw from the purchase, without having to give a reason.
To exercise this right, please contact us at contact@eexceloverseas.com before returning any products. Please include your order number so that we can provide the appropriate return instructions.
Products that cannot be returned
Certain products may be excluded from the right of withdrawal where an exception provided by applicable law applies.
In particular, sealed products that are not suitable for return for health protection or hygiene reasons may not be returnable once their seal has been broken after delivery.
Please contact us before opening or returning a product if you are unsure whether it is eligible for return.
This does not affect your rights if a product is damaged, defective, incorrect or otherwise does not conform to your order.
Returning products
If you exercise a valid right of withdrawal, products should be returned complete and in a condition consistent with reasonable inspection.
Unless otherwise required by applicable law, the customer is responsible for the direct cost of returning products when exercising a change-of-mind withdrawal right.
You may be responsible for any reduction in the value of returned products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Please contact us before sending a return so that we can provide the correct return address and instructions.
Damaged, incorrect or defective products
If you receive a product that is damaged, defective or different from the product you ordered, please contact us as soon as possible at contact@eexceloverseas.com.
Please include:
your order number;
a description of the problem; and
photographs of the product and packaging where relevant.
We will review the issue and provide instructions for the appropriate resolution.
Your statutory rights in relation to goods that are defective or do not conform to the contract are not affected by this policy.
Refunds
Where you validly exercise a statutory right of withdrawal, any refund due will be made in accordance with applicable law.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
Where applicable, we may withhold reimbursement until we have received the returned products or you have provided evidence that they have been sent back, whichever occurs first.
Different rules may apply where a refund concerns a damaged, defective, incorrect or non-conforming product.
Customs charges and refused deliveries
Customers are responsible for customs duties, import taxes or other destination charges where these are not included in the amount paid at checkout.
Refusing a delivery or failing to pay applicable customs or import charges does not automatically constitute exercise of the right of withdrawal or automatically entitle an order to a refund.
If you wish to withdraw from an eligible purchase, please contact us directly using the details below.
How to contact us
To request a return, exercise a right of withdrawal or report a problem with an order, please contact:
EUROK BUSINESS S.A.
Email: contact@eexceloverseas.com
Please include your order number in your message.