RETURN & REFUND POLICY
We hope you are satisfied with every item you order from Karaca, but we understand that there are occasions where you may wish to return an item to us. This Return and Refund Policy will not affect your statutory rights. If any provision in this policy conflicts with your statutory rights, your rights will prevail and remain valid and any such provision in the policy will consequently be considered unenforceable.
If you have changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we will (gladly) exchange or refund it.
We define original condition as meaning that you have kept all original packaging and labels in a good condition and that you have not used the product. This will allow the product to be resold at full price,
Please note that if you return products which do not satisfy the terms and conditions fo our returns policy or if you don not present proof of purchase, we will unfortunately be unable to process a refund. For this reason, please keep your receipt and/or order confirmation documentation (in a safe place).
Cancellation Rights and Return of the Product(s)
- You have the following cancellation rights when you buy online:
- You are entitled to cancel your purchase, In such cases, you should exercise your right no later than 30 days after the day on which you received the products or services.
- Your right to return or cancel products does not apply to products that are made to measure or are made to your specifications, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or cease functioning due to specific conditions of use. This does not affect your statutory rights if products are faulty or do not meet the specifications set out in the product description.
- If you wish to exercise your right of cancellation, you are obliged to retain possession of the products and take reasonable care of them. If you are only returning some of the items on your order, then we will only refund the cost of those specific items.
- To exercise the right to cancel, you must inform us of your decision to cancel your purchase by providing a clear (written?) statement, including details of your name, geographical address, details of the order you wish to cancel and where available, your phone number and email address.
- Online orders may not be directly returned to a specific Karaca store. If you wish to return the products that you have purchased from the website of Karaca Porcelain UK Limited, please write us an e-mail at info@karaca.uk and send your product to "Unit 10B, Viscount Way, South Marston Park, Swindon, SN3 4TN, United Kingdom Post Code: EC4Y 0DT.
- We may make a deduction from the reimbursement for loss in value of any of the products returned. if the loss is the result of mishandling on the customer’s part. Items that have been damaged or torn in their packaging must be returned with an accompanying report by the cargo officer before they are received. The product will be checked within 10 working days of reaching our company and, the refund process will be initiated provided the product complies with the return conditions.
- A Return Authorisation (“RA”) number is required for product replacements, returns and refunds. To obtain an RA you must present proof of purchase. Products cannot be returned without an RA and within 30 calendar days if the customer has changed his or her mind. All products about which the customer has changed his or her must be returned new and unused, with all labels and stickers attached, and all product returns must be accompanied by any accessories, manuals, documentation, and registration documents that were shipped with the product. If the accessories are not included, or the original packaging is damaged or absent, only a partial refund will be given.
- It is your responsibility to ensure that the products are protected from damage during transit. Returned products that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. Unidentified returns may be returned to the sender; therefore, please ensure all details are clear and concise.
Situations where only partial refunds can be provided:
- Packages that are not packaged in the same way as they were shipped to the customer and not in their original condition,
- Damaged items and missing parts that are not the result of fault on the part of the company; and
- Exceeding the time limit; any item that is returned more than 28 days after delivery.
Please note that if you return products which do not meet the conditions of our returns policy or you are unable to show proof of purchase, we will be unable to process a refund, so please keep your receipt or order confirmation documentation (in a safe place).
Replacement of the Product(s)
Where we agree to replace a Product:
- A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned product (if required by us). This does not apply to instances where the customer has changed his or her mind.
- The delivery time for the replacement product will be the same as stated for the original product.
- Your statutory rights but no additional guarantees (change of mind etc) apply to all replacement products.
- In the event of a product no longer being available we will offer an alternative product of similar quality.
- In the event of an individual item within a set being faulty, we will replace the specific item but not the entire set.
Where the Customer Service Department has provisionally determined that a product is faulty, you will be issued by them with an RA (Return Authorisation) document . products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA to qualify for a replacement or refund in cases where products are faulty.
If the product that you have sent to us has a small number of damaged parts (up to a maximum of 5 pieces), spare parts will be provided. You should take a single photo and mark the order number and the name of the damaged part, via the Web Request Form.
Late or Missing Refunds (if applicable)
If you have not yet received a refund check your bank account first before contacting our Customer Service. It may take some time for the refund to be officially sent, so please get in touch with the bank where you hold your account.
Banks may have different rulings for depositing refund payments, make sure that you are aware of these policies and contact your bank if necessary.
If you still have not received the refund after following all these steps, do not hesitate to get in touch with us via info@karaca.uk
Sale Items
We offer refunds for sale items since our Return Policy enables you to return or exchange an item bought online within 30 days, with a valid invoice.
Shipping
To return your product(s), please refer to Clause 1. Cancellation Rights and Return Product(s) section for the procedure.
You will be responsible for paying for your own shipping costs for returning your item unless the item is damaged because of our error. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on your residence address, the delivery time of the product may differ.
Exchange
Items are subject to exchange only if the products sent to you are found to be defective or damaged. Online orders may not be directly returned to a specific Karaca store. If you wish to exchange the same product you have purchased from the website of Karaca Porcelain UK Limited, please write us an e-mail at info@karaca.uk and send your product to "Unit 10B, Viscount Way, South Marston Park, Swindon, SN3 4TN, United Kingdom Post Code: EC4Y 0DT”