Guarantee and Returns
Guarantee
In addition to your statutory rights, Altaterra Ltd grants you 3 (three) years' guarantee on VELUX branded products purchased through this on-line shop. The terms of the guarantee does not in any way affect your statutory rights.
We grant you 2 (two) years' guarantee on ITZALA branded products purchased through this on-line shop. This guarantee does not in any way affect your statutory rights.
Return items covered by the guarantee
If you want to return a faulty product, you must contact us via e-mail at customerservices@itzala.com and we will guide you on what to do.
It is a condition in returning goods that you inform us of your order confirmation number. We kindly ask you to make a reference to your order confirmation number when making your cancellation, which will
help us attend to the matter without unnecessary delay. The order confirmation number is written in the e-mail you received right after you bought the item(s) in the e-shop.
Without this order confirmation number, Altaterra Ltd. is unable to process refund or replacement. It rests with the end-user to document that the guarantee period is not expired.
Your faulty product(s) will be picked up by our carrier, DHL
Altaterra Ltd. dispatch the replacement item as per the customer’s request already prior to the collection of the faulty blind. However, please note that you are also obliged to cooperate with DHL as well as with Altaterra Ltd. to have the faulty product(s) picked up and returned. Should the collection fail due to lack of cooperation from the customer’s side, Altaterra Ltd. preserve the right to stop the replacement order. In case, instead of the replacement, a full refund is requested, the refund process is initiated upon the receipt of the confirmation from DHL that the faulty product has been collected.
Right of withdrawal/cancellation
You have the right to withdraw from the contract within fourteen (14) days without giving any reason.
The withdrawal period will expire after fourteen (14) days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or - in case the sales contract relates to multiple goods ordered by you in one order and delivered by us separately - fourteen (14) days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the last good.
To exercise the right of withdrawal, you must inform us (see contact details below) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or preferably e-mail).
Our email address: customerservices@itzala.com
In order for us to identify your order, when exercising your right of withdrawal please provide information about your name and contact details (address, phone number and e-mail address), the order number and about the goods for which you wish to withdraw from the contract of sale.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal/cancellation
If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (with the exception of the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us. We will make the reimbursement without undue delay, and not later than
- fourteen (14) days after the day we receive back from you any goods supplied, or
- (if earlier) fourteen (14) days after the day you provide evidence that you have returned the goods, or
- If there were no goods supplied, fourteen (14) days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
You shall send back the goods or hand them over to us at the below address:
Altaterra Ltd.
Petofi Sándor str. 36/B.
HU-9444 Fertoszentmiklós
Hungary
without undue delay and in any event not later than fourteen (14) days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of fourteen (14) days has expired.
You will have to bear the direct costs of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Our determination of any diminished value of the goods
In order to establish the nature, characteristics and functioning of the goods you shall handle and inspect the goods (i) with due care and (ii) in the same manner as you would typically be allowed to do in a shop. Any handling or inspection of the goods in excess thereof may result in a diminished value of the goods, which we will be entitled to deduct when reimbursing the payment received from you. The determination of any diminished value will be made on a case-by-case basis. You can open the box and inspect the fabrics and colours of the goods with due care, provided that the opening is done without wrecking the box. If the box is wrecked you shall expect that the value of the goods will have been diminished. Any installation of the goods should also be expected to result in a diminished value of the goods. We remind you that when in your possession and until returned to us, you are responsible for the goods and will be liable for any damage to the goods.
Applicable law and venue
Contracts entered into by this on-line shop are governed by the laws of Hungary and the Hungarian courts shall have exclusive jurisdiction over any dispute arising from agreements entered into via this on-line shop.
Our return address:
Altaterra Ltd.
Petofi Sándor str. 36/B.
HU-9444 Fertoszentmiklós
Hungary
Tel: 015136922
Fax 00 36 99 536 500
Our email address: customerservices@itzala.com
