Return and Refund Policy
Procedure for obtaining a refund
In order to start the refund procedure, you must first download our form at the following link : https://bit.ly/415Qe2F
On this form, it is necessary to fill in all the information :
- Date of the order
- Order number
- Total amount of the order
- Desired amount of reimbursement
- Name
- Company Name
- Street
- City
- Country
- Postal code
- E-mail address
- Phone number
- Applicable case number (see the four different cases below)
Then, you must explain the reasons that lead you to request a refund, for example that the product arrived late or broken (in accordance with the different applicable cases below).
You must then sign and date the form. You must send this form, together with an identity document (identity card, driver's license or passport) and your bank details, to the e-mail address refund@ferberenterprises.com or by registered mail to following address :
Ferber Enterprises USA LLC
16192 Coastal Highway
Lewes, DE 19958
United States
Our department dealing with refunds will then notify you whether or not it is necessary to return your order to us. If it is necessary to return your order to us, our customer service will send you a return coupon to attach with your order and you will have to return your order to us at your expense to one of the following addresses :
For orders in Europe :
Ferber Enterprises Czechia s.r.o.
Jirotova 375, Budova 35
336 01 Blovice
Czech Republic
For orders in America :
Ferber Enterprises USA LLC
16192 Coastal Highway
Lewes, DE 19958
United States
For orders in Asia and Oceania :
Ferber Enterprises FZ-LLC
Unit 201, Al Zaahia Building, Al Qusaidat
Ras Al Khaimah
United Arab Emirates
For orders in Africa :
Ferber Enterprises Madagascar S.A.R.L.U.
Lot 528 GAL, Avenue de Belemboka
601 Tulear
Madagascar
Once your order has been received in one of our warehouses, we will inspect your package to see if the order has been reshipped complete and in good condition. We will then let you know if your request has been approved or not. If we approve your refund, you will be refunded to the requested contact details within 48 hours. However, please note that depending on your bank, your refund may take up to 3-4 weeks to appear in your bank account.
The different cases of refunds
We refund orders in the cases mentioned below.
Case 1 : If your order arrived broken, you are eligible for a refund. However, it is necessary to inspect your order beforehand with the delivery person and to refuse the package if it has arrived broken or with damage. You must also make a complaint to the delivery person. You must make the refund request within 30 days from the date of delivery in this specific case.
Case 2 : If your order arrived with a missing product, you are eligible for a refund. However, it is necessary to inspect your order beforehand with the delivery person and to refuse the package if it arrived with a missing product. You must also make a complaint to the delivery person. You must make the refund request within 30 days from the date of delivery in this specific case.
Case 3 : If in accordance with the European Union 14-day cooling-off period, if you are a customer based in the European Union, you have the right to request a return if you have changed your mind. However, you must be an individual client, companies are not eligible for the cooling-off period. Perishable items as well as those that have been opened or damaged are also not eligible. You must make the refund request within 14 days from the date of delivery in this specific case.
Case 4 : If the product you purchased benefits from a "satisfied or refunded guarantee" provided by our store, you have the right to request a return if the product has not worked. Proof will be required from our teams. You must make the refund request within 30 days from the date of delivery in this specific case.
Procedure for making an exchange or reshipment
In order to start the exchange or reshipment procedure, you must first download our form at the following link : https://bit.ly/3zUWChb
On this form, it is necessary to fill in all the information :
- Date of the order
- Order number
- Total amount of the order
- Item you wish to exchange
- Name
- Company Name
- Street
- City
- Country
- Postal code
- E-mail address
- Phone number
- Applicable case number (see the three different cases below)
Then, you must explain the reasons that lead you to request an exchange or a reshipment, for example that the product is broken or that it is not functional (in accordance with the different applicable cases below).
You must then sign and date the form. You must send this form, together with an identity document (identity card, driver's license or passport) to the email address refund@ferberenterprises.com or by registered mail to the following address :
Ferber Enterprises USA LLC
16192 Coastal Highway
Lewes, DE 19958
United States
We will then let you know whether or not your request has been approved within 48 hours. If we approve your request, we will ship the items back to you within 24 hours and you will be emailed a tracking number. Please note that shipping and reprocessing charges may apply.
The different cases of exchanges and reshipments
Case 1 : If your order arrived broken, you are eligible for a reshipment. It is necessary for this to establish a report with the deliverer during the delivery. You must make the return request within 30 days of the delivery date.
Case 2 : If your order arrived with a missing product, you are eligible for a reshipment. It is necessary for this to establish a report with the deliverer during the delivery. You must make the return request within 30 days of the delivery date.
Case 3 : If the product is not functional, has a fault or a manufacturing defect, you are eligible for a reshipment. It is necessary for this to provide concrete proof of the facts presented and to follow the procedure. You must make the return request within 30 days of the delivery date.