15. 15. Returns & Exchanges Policy
(a) Right of Cancellation You have the right to cancel the contract created by our written order confirmation without stating a reason fourteen (14) days from the date you purchase, or any person you appoint (other than the carrier) acquires physical possession of the products in your order. If you are a customer located in the European Union or the European Economic Area and you have made a purchase through our Site, this must be considered as your legal right of withdrawal. In order to comply with the withdrawal period, you only need to withdraw before the expiry of the aforementioned period. To cancel the contract and return your product(s), you can contact our Customer Relations Center and follow the instructions given to you, or you can send us a clear written statement, such as a letter or email, to: cercle@Trilobewatches.com. You can also cancel using the Cancellation Form Template but this is not mandatory. (b) Return Process Products that have been purchased through the Site, in a showroom or by telephone may only be returned to our returns address, as provided in our FAQ section, either through our Customer Relations Center or, if applicable, in accordance with these General Terms & Conditions of Sale. To return a product, you must follow the steps below: Call the Customer Relations Center (i) agree on a withdrawal date with our logistics partner. You may be asked at this stage to provide information about the product so that we can make a first assessment of its condition; (ii) the Customer Relations Center will send you a return form by email; (iii) complete the information requested on the return form and sign it; (iv) you must include in the packaging the return form completed with the product and all its accessories, the free items you received as part of your order, the Service Guide, the Warranty Card and all other documents, in their original box; (v) close the packaging back, and (vi) on the agreed date, our logistics partner will bring you the prepaid bill of lading and collect the closed package… You must keep proof of the return shipment as we decline any responsibility in the event that you are unable to provide such proof. Only goods received by the Trilobe Distribution Center will be eligible for a refund or exchange. If available, you can return the product to our Trilobe showroom in France. For more information, please refer to our FAQ section or call the Customer Relations Center. You may be asked to provide information about the products so that we can make an initial assessment of their condition. (c) Product Return Conditions We will verify that the returned product meets the conditions of the Returns and Exchanges Policy and, if so, we will proceed with the applicable refund or exchange. All our products must be returned in new, undamaged and perfect condition, with all protective materials in place and accompanied by the labels and stickers affixed thereto (if applicable) as well as the original Trilobe box and packaging, including all accessories and documents. For example, watch wristbands that have been paid for at your request must be returned with exactly the same number of links as in the original packaging. We reserve the right not to accept any return if the product shows signs of usury, or has been worn, used or altered from its original condition in any way or, we may reduce the amount of any applicable refund or exchange accordingly. If you have received free items as part of your order, they must be returned with the products. All returns will be subject to rigorous Quality Control (“QC”) by us to ensure that the returned products comply with these quality requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you, at your expense. If the returned product meets the QC, we will proceed with the applicable refund or exchange. Failure to comply with these General Terms & Conditions of Sale will entitle us to refuse the returned product and return it to you, at your expense. (d) Non-Exchangeable & Non-Refundable Products Orders for products that have been customized in one way or another for you cannot be canceled and cannot be returned to us for an exchange or refund. These include products that have been engraved or resulting from special measures that have been sent to us as part of your order. (e) Refunds You may return a product purchased through our Sales Channels for a refund, provided that the return complies with these General Terms & Conditions of Sale, in particular (a) the Right of Cancellation and (b) the Return Process above. Only the buyer shall be entitled to receive a refund of the purchase price. A person who has received the product as a gift (e.g. the “Gift Recipient”) will under no circumstances be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Customer Relations Center to discuss the options available to you. If the return complies with these General Terms & Conditions of Sale, we will make reasonable efforts to refund the purchase price to the buyer using the same method of payment as the one used to settle the original transaction within fourteen (14) days of receiving the product returned to Trilobe. Except in the case of a delivery of a defective product from us, the initial shipping costs will not be refunded. If the return does not comply with these General Terms & Conditions of Sale, you will not be entitled to a refund. If you have any questions, please contact the Customer Relations Center. (f) Exchanges You may return a product purchased through the Sales Channels and exchange it for another Trilobe product, provided that the return complies with these General Terms & Conditions of Sale, in particular (a) the Right of Cancellation and (b) the Return Process above. In all cases, the sale of the returned product will be canceled and a new order of the ordered product must be placed. If a product must be returned to Trilobe to be exchanged for a less expensive product, only the buyer of the returned product will be entitled to a refund of the price difference. If a product is returned in order to exchange it for a more expensive product, you will have to pay the price difference.