Returns & Refunds

The conditions for the return and cancellation of the order that are indicated below will be applicable without prejudice to the rights that legally assist you.

 


 

Terms and Conditions on Returns

  • For products shipped outside the European Economic Union, returns are not possible
  • The item must not be marked as "Special Item: Cannot Cancel Order or Return Item".
  • Once the product has been used, it cannot be returned.
  • It must be packed in the same conditions as it was delivered. In its original factory packaging and without any damage or evidence of having been used.
  • We emphasize the importance that you must protect the material properly so that it reaches us in the same state in which you send it. Avoiding possible damage during transport.
  • We recommend that you take photographs of the material before sending it, in which the state of the material, its packaging and protections can be appreciated.
  • If upon receiving the merchandise we observe external or internal damage that prevents us from selling it to another customer, we will reject the material and its return. THE CUSTOMER must use the photographs mentioned in the previous point to make the relevant claim to the company they hired.
  • It is not possible to return or exchange labels or ribbons that are incomplete with their original marks.
  • 14 calendar days are applied as the date for a product return from the date of receipt by the customer.
  • Shipping costs for returns are borne by the customer, provided that the return is not our fault.
  • If the amount is returned, it is done in the same way that the payment was made.
  • The cost of managing and storing returns is € 12 + VAT for orders under € 150 and for orders over € 150, which is 15% of the total order.
  • In the case of an order with free shipping for the customer, a total of € 11.95 + VAT will be deducted from the total order.

 

If you want to return the product and meet these conditions, this is the procedure:
  • Simply click here to send us a Return Request. Remember to fill in all your order details or send us an email to contact@etiden.net
  • Once the information is received and we will send you by email the instructions to follow: the return authorization number (RMA) and the shipping address. This RMA number is ESSENTIAL to proceed with the shipment of the material.
  • Then, send the package for the transportation that is most convenient for you. The shipping costs are at your expense. The products will be returned with the RMA number provided in a visible way, in its original packaging (preferably inside another protection box), complete, unopened, and without any printed or writing tape, to our warehouses within USA Miami.
  • Once the returned material has been received and reviewed, the corresponding payment will be made of the corresponding invoice. We reserve the right to reduce the amount of the reimbursement for loss of value of the product due to the unnecessary manipulation of the same on your part.
  • Return of damaged, defective or warranty products
  • Product damaged during shipping
  • If you receive a damaged product during your shipment, you can choose to return it within 15 days from the date of receipt of the order.

 

 


 

Defective product:

You can return a defective product within 15 days from the date of receipt of the order. The reimbursement of the amount of the product purchased will be made with the prior authorization and guarantee of the manufacturer, who may offer the customer the possibility of repairing it.

 

Product under warranty:

All products sold have the guarantee offered by the manufacturer. To exercise the right of guarantee, you must keep all the information in relation to the shipment of the product and your invoice. Contact the manufacturer to try to solve the problem. If the manufacturer can not solve the problem, you can contact us so we can help you exercise your right of guarantee.

Note 1: If the reason for the return is not due to damaged product in the shipment or is not a defective product, we will not make the amount of the product purchased, the customer is responsible for the choice of the product and to verify the characteristics of the same. Labelfactory reserves the right to accept the return. In the mentioned cases, the amount of the products received within 30 days will be reimbursed in the original conditions, with all the accessories and all the wrappings and seals intact without evidence of tampering. The cost of return transportation will be deducted from the amount of the refund that will be made by transfer to the bank account indicated by the customer within 15 days of receipt of the damaged or defective merchandise.

Note 2: In no case will returns of the following items be accepted:

  • Products that expire quickly, offers of the Outlet section in which the conditions in which the product is notified are notified.
  • Software or digital content that have been unsealed.
  • A service provided by ETIDEN if the realization of the same had been lent and accepted.
  • Products that do not allow their return due to reasons of health protection, that have been unsealed after delivery or that have been.

 

 


 

How to return:


1. Package up your return securely (in original packaging possible) and be sure to include your completed Return Form that we will send you by email.
2. Attach your pre-paid label to the parcel and send to the USA Warehouse we indicate you on the RMA.
3. Provide us with a drop-off receipt to track your parcel's progress.
4. Await your Return Confirmation email, which we will send when we have processed your return.

Please note, it can take up to 14 days to receive and check for our technical people for complete your return.

Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.

 

New return form?

Simply click here to send us a Return Request. Remember to fill in all your order details.

 

When will you receive my return?

Your return will take up to 15-20 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.

 

When will I receive my refund?

You can expect your refund to be processed within 15-20 days of sending the parcel back to us. You'll be refunded in the same way you chose to pay. We'll always send you a Return Confirmation email when we have received your return and are processing your refund payment.

Card Payment - Once your refund has been processed, it will be visible in your bank account within 2 days (although it’s normally much quicker than this).

PayPal & Amazon - Your refund will be processed as soon as our warehouse receives your return and we finish review products. PayPal or Amazon will send you a separate email confirming this.

If you haven't received your return or refund confirmation from us, please get in touch here.