Complaints and returns
REFUND POLICY
I. Complaint procedure
1. To file a complaint, please fill out the complaint form.
2. Please contact us at support@messedbydress.com with the subject line COMPLAINT, ORDER NUMBER, in order to send the form and speed up the complaint assessment.
1. Complaint conditions
1.1 If a defect occurs in the purchased goods during the warranty period, the Buyer has the right to complain about the defect.
1.2 The warranty applies only to manufacturing defects, material defects, or incompleteness, but does not apply to normal wear and tear. A change in the condition of the product occurring during the warranty period due to wear and tear, improper use or intervention, or inadequate or improper maintenance cannot be considered a defect.
1.3 The Buyer must notify the Seller of any defects immediately after their discovery, but no later than 24 months after receipt of the goods.
1.4 In the case of a removable defect, the Buyer has the right to demand the removal of the defect, the replacement of the missing goods, or a reasonable discount on the purchase price of the goods.
1.5 In the case of an irreparable defect, the Buyer may demand a full refund of the purchase price.
1.6 Furthermore, it is not possible to complain about a defect in the goods which the Buyer was aware of before the purchase or if a discount on the purchase price of the goods was granted due to the existence of the defect. The Seller is not liable for defects resulting from the nature of the goods. If it is a defect that can be repaired, the Buyer is not entitled to withdraw from the contract or exchange the goods.
1.7 The warranty cannot be applied in whole or in part in the following cases:
-expiration of the warranty period
- mechanical damage, unprofessional installation, unprofessional handling, or neglect of routine maintenance
- use of goods in conditions that do not comply with their environmental parameters for which they are intended, or with other parameters specified by the manufacturer
- goods have been damaged by elements or power outages
- goods have been damaged as a result of excessive load or use in violation of the conditions specified in the documentation.
2. Liability for defects and complaint handling
2.1 The Seller is liable for defects in the goods at the time of delivery.
2.2 Immediately after the Buyer discovers a defect in the goods, they should notify the Seller without undue delay at the email address support@messedbydress.com and send photographic documentation of the defect to the Seller by e-mail. If the Buyer fails to notify the Seller of the defect without undue delay and continues to use the goods, the right to a defective performance will not be granted.
2.3 The Buyer is obliged to describe the defect or the reason for the complaint in detail, document it photographically, and follow the complaint procedure. For this purpose, the Buyer may use the Complaint Form, which can be found here.
2.4 The Seller is obliged to make an immediate decision on the complaint (acceptance or rejection of the complaint and the reason for rejecting the complaint) within 30 days of the date of notification.
2.5 The Seller shall then, after accepting the defect in the goods, decide on the resolution of the complaint by:
a) refunding the Buyer a portion of the purchase price commensurate with the extent of the damage, whereby the Buyer may retain the goods
b) delivering new goods to the Buyer, whereby the Buyer may retain the original goods.
2.6 If the Seller is unable to deliver new goods to the Buyer, the Seller shall inform the Buyer of the method of compensation for the complaint.
3. Withdrawal from the Purchase Agreement by the Seller
3.1 Until the goods are collected by the Buyer, the Seller has the right to withdraw from the purchase agreement without giving any reason by informing the Buyer that it cannot deliver the goods and will refund the entire purchase price paid. The Seller shall not be liable for any damage caused to the Buyer as a result of withdrawal from the purchase agreement.
4. Withdrawal of the Consumer Buyer from the Purchase Agreement
4.1 The Buyer demands that the Supplier immediately commence mediation, even before the expiry of the fourteen-day period for withdrawal from the Agreement. Therefore, the Buyer is not entitled to withdraw from the agreement within 14 days.
II. Return procedure
1. Return conditions1.1. We have a 14-day return policy, which means you have 14 days from the date you received the item to return your order.
1.2. To qualify for a return: The item must be returned in the same condition in which it was received. The item should remain unused when returned.
1.3 Customers are responsible for returning the product back to the seller in China.
1.4. To initiate the return process, please contact us via the contact form on the website or by email, and we will provide you with return options and the seller's address.
1.5. Please note that if the return is not due to our fault (quality issue, color difference, or wrong shipment), customers are responsible for the return shipping costs. Once we receive the returned products and determine that they are eligible for return (new, unworn, unwashed, and unaltered items with all original internal clothing tags), we will initiate the refund.
To initiate a return, please contact us via the contact form on our website or by email.
Email: support@messedbydress.com
Subject: RETURN - [order number]
Once we receive your request, we will send you a return form with detailed instructions on how and where to send the package.
Note: Be sure to include your order number in the subject line to avoid delays in processing your return.
2. Refunds
2.1. We will notify you once we have received and inspected your return. We will then inform you whether the return has been approved. If approved, you will receive an automatic refund using the original payment method.