RETURNS

 

 

01 - IMPORTANT NOTES BEFORE RETURNING

 

We gladly accept exchanges or refunds within 14 days from the receipt of the merchandise.

Please note that we can only accept exchanges from the country to which the shipment was sent. We cannot offer exchanges or returns of merchandise that require CITES documentation to travel.

In order to start the exchange or refund process, the customer must contact our Client Service team via email at clientservice@just-cold.com, stating the order number, reason for return, and whether the request is for a product exchange or a refund. The customer will then receive an email with a return authorization number, which must be written on the return tag attached to every item.

Please follow the instructions given by the client service team when sending your return back to Just-Cold to avoid any discrepancy.

Items that do not match our return policy will not be accepted and will be sent back to the customer at their own cost.

The returned items must be sent back in their original packaging, together with all the materials received with the item(s) (bags, wrapping, etc.). The item(s) must not be damaged, worn, or altered and must have all original security seals still attached. If the item does not meet these requirements, it will not be accepted and will be sent back to the customer at their own cost.

Size or color exchanges will only be issued if the requested sizes and colors are in stock.

Any item can only be exchanged once. If an exchanged item is returned from outside the EU, all return shipping, import, and customs fees are the sole responsibility of the customer. These fees will be deducted from the final refund and will not be reimbursed by Just-Cold.

The refund procedure will take up to 14 working days from the arrival of the item(s) at the warehouse. Any changes in currency during the return period will not be reimbursed. Orders paid by credit card will be refunded to the original card used during checkout. The refunded amount will be available within the next billing statement; this may vary depending on banks and credit providers. This process can take up to 30 days. Bank transfer refunds will be issued to the original account after the customer has provided the client service team with their bank details.

 

 

02 - FOR EUROPEAN CUSTOMERS

 

All return shipping costs are at the sole responsibility of the customer. If the customer decides to use our courier service, customer care will send an estimate to the customer so that they can decide whether to proceed, or not, with our service. The estimated amount will be deducted from the final refund and will not be reimbursed.

If the customer decides to proceed with an alternative, they must pre-pay the costs and share tracking number with customer care. If Just-Cold faces any cost, it will be deducted from the final refund and will not be reimbursed.

 

03 - FOR NON-EUROPEAN CUSTOMERS

 

All return shipping costs are at the sole responsibility of the customer. If the customer decides to use our courier service, no import duties or custom fees need to be paid, if the following rules are followed:

The returned goods must be part of the original invoice and AWB. An item not part of the original invoice and AWB will be subject to import and custom fees.

03A - It is not possible to combine orders in one single return if they are not part of the same invoice or AWB;

03B - Exchanged items cannot be exempt from import and custom fees;

03C - Correct shipping address.

Please note that for returns from countries outside Europe (extra-EU), the refund amount will consist of €40 plus the cost of return shipping. Any refund issued in a currency other than Euro (EUR) will be converted at the exchange rate applicable on the date the refund is processed.

Some goods may be liable to extra import fees (ex. items with feathers). Please contact our Client Service for further information.

Due to the new Tarrifs Impost, for returns from the USA for orders of value over $800, all customs duties incurred will be charged to the customer on top of the return label cost.

If the customer decides to use our courier service, Client Service will send an estimate to the customer who can then decide whether to proceed, or not, with our service.

The estimated amount will be deducted from the final refund and will not be reimbursed.

If the customer decides to proceed with an alternative, they must pre-pay the shipping costs and share tracking number with Client Service. The customer is responsible for ensuring delivery to our facility within 14 days of shipment, in line with our return guidelines policy. Import and customs fees are at the sole responsibility of the customer and will be deducted from the final refund and will not be reimbursed. If Just-Cold faces any other cost, it will be deducted from the final refund and will not be reimbursed.

Estimated cost of potential import and customs fees will be up to 30% of the value of the returned goods. Estimated shipping fees will be calculated and communicated via email once we receive the return request. All above costs will be paid by the customer if they decide not to use our courier.

The parcel must be shipped back by the customer no later than 5 days after receiving the return guidelines from the customer care team. If the parcel is shipped back later, the return will not be taken into consideration and will be sent back to the customer at their own cost.

Free exchanges are available from all European Union countries (Austria, Belgium, Croatia, Czech Republic, Denmark, Finland, Italy, France, Germany, Greece, Hungary, Ireland, Luxembourg, the Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden) and new Europe countries (Bulgaria, Cyprus, Estonia, Latvia, Lithuania, Malta, Romania). Free exchanges for the rest of the world are available for products over the net amount of €400. Free exchanges are not available from Japan, and all import fees and shipping costs involved in the exchange will be the sole responsibility of the customer.

Purchases of products that require CITES are only returnable or exchangeable from within the EU.

Gift returns will be credited to the original account that purchased the items.

Sale items, and items with reduced prices, follow the same regulation as full price items.

All products are checked at the warehouse for any faults. However, if a customer receives an item not in the original state, please contact clientservice@just-cold.com.

Please contact clientservice@just-cold.com for any further information.