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RETURNS AND RIGHT OF WITHDRAWAL
We want every Infinity Roze purchase to bring only positive emotions. If you nevertheless wish to withdraw from a purchase made through our online store, you can find the conditions for withdrawal, returns and refunds below.
14-Day Right of Withdrawal
When purchasing a product from the Infinity Roze online store, consumers have the right to withdraw from the distance contract without giving a reason within 14 days from the day the product is received.
To exercise the right of withdrawal, please notify Infinity Roze of your decision in writing or by submitting a withdrawal form within the 14-day period. You can contact us using the details provided in the “Contacts” section of our website.
After sending the notice of withdrawal, the product must be returned no later than 14 days afterwards.
How to Return a Product
Products can be:
• returned personally to the Infinity Roze store;
• sent back by courier or another delivery service after contacting us in advance and confirming the return address.
When a customer exercises the right of withdrawal and sends a product back, the direct costs of returning the product are paid by the customer.
Infinity Roze does not charge a separate return or restocking fee.
If the product received is damaged, does not correspond to the order or does not comply with the contract, the return procedure will be handled separately in accordance with applicable consumer protection requirements.
Condition of Returned Products
During the withdrawal period, customers may inspect and test the product to the same extent as would normally be possible in a physical store.
Please keep the product in its original condition whenever possible and return it together with all included components and accessories.
We recommend keeping the original packaging whenever possible; however, opening the packaging does not in itself cancel the right of withdrawal.
If the product has been handled or used beyond what is necessary to establish its nature, characteristics and functioning, the customer may be responsible for any resulting reduction in value.
To identify the purchase, please provide the order number or other information confirming the purchase.
Refunds
After receiving the notice of withdrawal, Infinity Roze will refund the amount paid for the product within 10 days.
The refund also includes the original standard delivery cost. If the customer selected a more expensive delivery method than the standard option offered by Infinity Roze, the additional delivery costs will not be refunded.
Infinity Roze may withhold the refund until the returned product has been received or until the customer provides evidence that the product has been sent back.
Refunds will be made using the same payment method used for the original purchase unless otherwise agreed with the customer.
Personalised Products
The right of withdrawal does not apply to products made according to the customer's individual specifications or products that are clearly personalised.
This includes, for example, products with personalised engraving, a name, date or special message.
This restriction does not affect the customer's rights if the personalised product is damaged, does not correspond to the order or does not comply with the contract.
Exchanges
Products may be exchanged by prior arrangement with Infinity Roze, subject to availability of the requested replacement product.
Damaged or Non-Conforming Products
The 14-day right of withdrawal is separate from the consumer's rights in cases where a product is defective or does not comply with the contract.
If the product you receive is damaged, does not correspond to your order or description, or has another defect, please contact Infinity Roze and provide your order details and a description of the issue. Where possible, please include photographs of the product.
The consumer's statutory rights relating to non-conforming goods are not limited by the 14-day withdrawal period described on this page.
Contact Us
For questions regarding the right of withdrawal, product returns, exchanges or refunds, please contact Infinity Roze using the contact details provided in the “Contacts” section of our website.