RETURN COSTS AND RESPONSIBILITY
For a return within the 30 days trial period - which starts after the buyer received the order - no prior contact with CLUSE is needed. CLUSE strongly advises any buyer who wants to return his/her order to choose a secured shipment method.
The return address for returns within the trial period is:
06116 Halle (Saale)
Please note that in case of a broken or damaged product, a different return address may apply. The buyer should not ship back a broken or damaged product without prior contact with the customer care team (who may provide return instructions).
In case of a product that is damaged or broken upon receipt, the CLUSE customer care team must be contacted by the buyer by email within 24 hours.
TRIAL PERIOD AND REVOCATION
The buyer has the right to revoke the contract during a period of 14 days after having received the order and, subsequently, the buyer has the right to return his/her order within 30 days from revoke date, without having to state a reason for his/her revocation (please note the above mentioned exceptions: in case a product is delivered that was not ordered, or if a product is delivered that is damaged or incomplete, the buyer has the obligation to inform the CLUSE customer care team by email and to await further instructions).
The buyer who wants to exercise his right of revocation shall report this to CLUSE, within the trial period, by means of the model Revocation Form included here and as provided to the buyer together with his/her order, or in any other unequivocal way. The return address for returns within the trial period is:
06116 Halle (Saale)
The buyer will return the ordered product to CLUSE no later than 30 days after the day of reporting his/her wish to revoke the contract to CLUSE together with all the accessories (if any). Establishing the nature, specifications and functioning of a product during the trial period is permitted as it would be in a store. The buyer is liable for any loss of value of the products resulting from usage that goes beyond what is necessary to establish the nature, specifications and functioning of the goods. In which case we may off-set that devaluation with the amount to be refunded. In order to ensure that we receive the product safely and in full we would request, where possible, to return it in its original condition and packaging. This will also help us to process your return as quickly as possible.
CLUSE strongly advises the buyer to return a product by insured shipment and in a sealed packaging. In case an insured return shipment goes missing, gets damaged or in case the reception of a returned shipment is denied (for example in case no valid signature can be shown by the carrier), the buyer may have the option to hold the carrier liable. The buyer, as the sender of the return shipment, can start the complaint procedure for any issue that may occur with the return shipment. The buyer will keep the (official, digital) receipt of his/her return shipment that contains the tracking information.
The shipment costs for a return shipment under this Clause will be borne by the buyer.
Provided that all requirements for revocation have been met, CLUSE will credit the buyer as soon as reasonably possible and in any event within 14 days after having received the return shipment (no credit applies for costs of the return shipment). Any credit due as a result of a returned product, will be credited to the account that the buyer used to pay the original order.
In case the buyer wishes to use his/her right to revoke the contract or to cancel his/her order, while the shipment of the buyer's order has already left the CLUSE warehouse (which usually on work days will occur right after the buyer places his/her order) - even if the shipment has not yet arrived at the buyer's shipment address of choice - the costs of returning the shipment to CLUSE will be borne by the buyer.
In case any import taxes, duties or customs (administrative) costs are due, because the shipment has been imported into the buyer's shipment country of choice (a process that in most cases cannot be stopped, once the shipment is on its way to the buyer's shipment country of choice), these costs will be borne by the buyer. Upon crediting the buyer, CLUSE will deduct the import taxes, duties and/or custom (administrative) costs as far as these were charged to CLUSE (as the sender of the parcel) upon crediting the buyer.
In case of a revocation by the buyer within the trial period, CLUSE will credit the buyer within 14 days after receiving the return shipment. Any credit due as a result of a return shipment, will be refunded to the account that the buyer used to pay the original order.
WARRANTY AND REPAIR
The CLUSE warranty policy is automatically in effect upon purchase of any CLUSE products. CLUSE grants a two (2) year warranty period on its watches and a two (2) year warranty period on its jewellery. The warranties guarantee the buyer that the products meet the standards of usability, reliability and durability.
The warranties do not apply in case of:
- theft or loss;
- intentional damage;
- damages as a result of improper usage such as scratching, bumping or falling;
- normal wear and tear or aging of the used materials; or
- damages as a result of neglected care.
The warranty on a watch relates to the movement and not to other parts such as the glass or the strap. Wear traces visible on the watch, must be considered as normal effects of usage. The effects of perspiration on the strap differ from one person to another, due to the differences in acidity.
CLUSE watches are 3 ATM Water Resistant: this means that the watch is protected against minor splashes of water. 3 ATM water resistant CLUSE watches cannot be worn during showering, bathing, swimming or diving. CLUSE watches should not be exposed to more than minor splashes of water or to chemical substances such as perfume, cosmetics and cleaning products.
The buyer acknowledges and agrees that CLUSE jewellery is fragile and will break if not handled with care. The warranty on jewellery only relates to demonstrable production errors. CLUSE jewellery should not be exposed to water or chemical substances such as perfume, cosmetics and cleaning products as this may lead to discoloration.
The warranties no longer apply in case a third party performed repair works or other works on the product, without prior written permission by CLUSE.
Shipment costs for a return shipment after a warranty request or repair request (for defects occurring after the buyer has used the product), will be borne by the buyer.
In case of questions regarding returns and warranty, the buyer can always contact the CLUSE customer care.