Refund & Returns Policy

TRefunds and Returns Policy
Effective Date: 16th November 2024
Last Updated: 16th November 2024

At Fisterra Creative (operated by Fisterra OÜ), customer satisfaction is our top priority. This Refunds and Returns Policy outlines the process, conditions, and timeframes for returning products and obtaining refunds for purchases made on fisterracreative.eu.

If you have any questions or concerns, please contact us at kova.tonu@age.ee.

1. Eligibility for Returns

We accept returns under the following conditions:

  1. Unused and Undamaged Products:
    • The product must be in its original condition, unused, and returned in the original packaging, including all accessories, manuals, and tags.
  2. Defective or Damaged Items:
    • If you receive a defective or damaged product, notify us within 7 days of receiving the item.
  3. Incorrect Items:
    • If the product you received does not match your order, you are eligible for a return or replacement.

2. Products Not Eligible for Return

The following items are not eligible for return:

  1. Customized or Personalized Products: Prescription glasses cannot be returned unless they are defective or incorrectly made.
  2. Used or Altered Products: Items that have been used, damaged, or altered by the customer.

3. Return Process

To initiate a return, follow these steps:

  1. Contact Customer Support:
    Email kova.tonu@age.ee with the following details:
    • Your order number.
    • A description of the issue.
    • Photos of the product (if applicable).
  2. Receive Approval and Instructions:
    • Our team will review your request and provide return instructions within 3 business days if your return is approved.
  3. Ship the Item Back:
    • Once approved, return the item to the address provided in the instructions.
    • Ensure the product is securely packaged to prevent damage during transit.
  4. Confirmation and Refund/Replacement:
    • After we receive and inspect the returned item, we will process your refund or replacement within 14 business days.

4. Refund Conditions

Refunds are issued under the following conditions:

  1. Approved Returns:
    • If the returned item meets all conditions (unused, undamaged, and in original packaging), a full refund will be issued.
  2. Defective or Incorrect Items:
    • If the product is defective, damaged, or incorrect, we will issue a full refund, including return shipping costs.
  3. Change of Mind or Unwanted Items:
    • For returns due to personal reasons, original shipping costs will not be refunded, and the customer is responsible for return shipping fees.

5. Refund Timeframes

Refunds will be processed within 14 business days after receiving and inspecting the returned item. Refunds are issued to the original payment method used at checkout.

6. Fees and Costs

  1. Return Shipping Costs:
    • Customers are responsible for return shipping fees unless the item is defective, damaged, or incorrect.
  2. Restocking Fee:
    • We do not charge any restocking fees at this time.
  3. Customs and Duties (for International Returns):
    • Customers returning items from outside the European Union are responsible for any customs or duties incurred during the return process.

7. Defective or Damaged Products

If you receive a defective or damaged product:

  • Notify us at kova.tonu@age.ee within 7 days of receiving the product.
  • Include your order number, a description of the issue, and photos of the item and packaging.
  • We will provide instructions for a free return and arrange for a replacement or full refund, including return shipping costs.

8. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please return the original product for a refund and place a new order.

9. Important Notes

  1. Packaging and Condition:
    • Returned items must be securely packaged to avoid damage during transit.
  2. Loss or Damage During Return Shipping:
    • Fisterra OÜ is not responsible for items lost or damaged during return shipping. We recommend using a tracked and insured shipping method.
  3. Late Returns:
    • Items must be shipped within 14 days of receiving return approval. Returns sent after this timeframe may not be accepted.

10. Contact Information

For returns, refunds, or questions about this policy, please contact us:

Thank you for shopping at fisterracreative.eu. Your satisfaction is important to us, and we aim to resolve any issues promptly and fairly.