Situation: Your return label uses a carrier with no drop-off point within 10 km of the customer's address.
What to do — in order of preference:
- 🚗 Arrange a pick-up at the customer's location at your expense.
- 🏷️ If not possible: refurbed may generate a return label on your behalf and at your expense.
- 🚚 If neither option is available: the customer may use a local carrier at your expense.
If the product is lost during return via the customer's carrier:
- The customer is responsible for opening an investigation with that carrier.
- However, if the customer provides proof that the product was shipped back, they are entitled to:
- Full refund under the 30-day right of withdrawal
- Partial or full refund in warranty cases (assessed case by case)