RETURN POLICY

The product must never be used or opened; The product has to be sealed in its original packaging, including the protective cellophane or labels (if any)

If the product box has no mark or seal, you must keep the box, or any other packaging; You shall ensure that the product conforms to all the accompanying components: samples, and gifts, among others, respecting the original shipping conditions;

Any problems regarding products purchased on our website, after opening and using them, should be consulted with a certain manufacturer directly.

At La Forcell, our main goal is your complete satisfaction so purchasing with us is easy and fully transparent and we offer an “Easy Return Policy” wherein you can make a return request for a product within (15) workdays of its delivery.

All shipping costs back to our warehouse must be paid by the buyer, 15% restocking fee will be charged.

Before attempting to return an order, you will need to contact our customer service team to request a returns authorization. It is very important that you wait for our email with the return information and save the product(s) under the same conditions that you’ve received them in order to return it. Observe the maximum period of (7) days after our confirmation of your order to send the product(s) to our address along with any documents instructed by us.

After receiving the product(s) back – if you proceed accordingly to all the information and the product(s) are received by us in their original packaging – we will review the case within (5) working days and contact you via email providing confirmation. In case of a refund, it can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.

We are more than happy to cover/refund the cost of return when it is required due to our error.

We will not refund the cost of returning the order if the return is caused by the customer’s mistake or if the product(s) is no longer wanted or required. These costs will need to be covered by you.

RETURN PROCESS

In the first place, please contact our Customer Service team via e-mail (info@laforcell.com) to arrange your return.

We need you to let us know the order number and the item(-s) you want to return. Send that information along with an explanation of the situation to our email, attaching photos (if necessary). Upon receipt of these details, we will provide you with instruction and all the necessary information/documents needed to arrange the return. Return process depends on the state you are in.

Orders originally shipped via FedEx: In such case, customers can return the product(-s) by DHL return service (with some exceptions, about which we will inform via email), which would be organized by us. It will require to settle the pick-up and DHL courier will pick up the parcel from the address you choose on the settled date. Customer cannot choose a specific hour for a pick-up. After contacting us, we will provide you with return documents that you will have to print and attach to the parcel. At this time, we will also inform you about the price of the return, as it depends on the weight of the parcel, state etc. The time needed to deliver the parcel back to us is 5-6 working days.

Orders originally shipped with Regular Mail through USPS: In such case, you need to ship the parcel through USPS by simply preparing the parcel and posting it in your local post office, with regular mail. After contacting us, we will provide you with return document that you will have to print and attach to the parcel. In that case, we cannot know in advance what will be the price of shipping the product(s) back to us. Besides of the postage fee paid at the post office, there will be an additional fee to cover extra clearance event that will have to be handled when the parcel arrives to us (paid by customer only if the return is caused by the customer’s mistake or if the product(-s) is no longer wanted or required).

REFUNDS

Returned and canceled orders

You can cancel the order by contacting us, via email, as long as the order has not yet been shipped. Please provide all necessary information regarding your order: order number or eventually full name used to place the order. We will get back to you via email informing you about the status of your order! Please keep in mind that unless cancellation takes place before the shipment has been processed, your order cannot be stopped and will be delivered to you. At this point, you will be able to process a return.

After confirming the status of the order, we will process a refund back to the original account used to purchase the item. It can take an extra 5-10 working days to be processed. Please note that we charge a 15% restocking fee deducted from your refund. You will receive an e-mail confirming your account has been credited once your refund is processed.

Undelivered orders

Providing an incomplete or incorrect address may lead to the parcel being returned to La Forcell. We recommend to always make sure that the delivery address provided when placing the order is correct and complete.

In the case of delivery with Regular Mail through USPS, once the order is shipped it is no longer possible to change the delivery address.

In such a case, the parcel will reach the destination and will be returned to us after some time. After receiving the parcel, we will contact you immediately via email and you will decide which solution is better for you:

if you want us to send the order again (meaning you will have to cover the cost of reshipment);
or if you want us to cancel your order at this point (in such case the cost of shipping is not refundable). In that case, we will process a refund back to the original account used to purchase the item. It can take an extra 5-10 working days to be processed

If the order is returned to us as “Unclaimed” – meaning you did not collect the parcel from the post office on time or the parcel did not pass through a clearance event – we will proceed exactly the same as above.

The refund of the amount paid by the customer upon purchase is made after the arrival of the goods to us. We will inform you via email about it and we will process a refund back to the original account used to purchase the item. It can take an extra 5-10 working days to be processed.

In the case of Express Shipping through FedEx, incorrect or incomplete addresses can be corrected or changed. You can do it by contacting us or by contacting directly with FedEx department in your state. If you do not notice a mistake or lack of information, DHL will contact you at the provided phone number. If they won’t be able to get in touch with you, we will be notified about that and we will try to solve the problem at our end.

Please remember that in the case of FedEx shipments, the tracking information is erased from the system after 3 months and it is no longer possible to trace the delivery route. Thus, after that time we will not be able to accept complaints regarding such deliveries.

Faulty and wrong item(s)

It is important that you check your order or items upon receipt and always before use. Although we try our best to prevent any damage to your goods during transportation, it is possible that problems may occur. We also have high standards when it comes to preparing your order however mistakes can occur from time to time. Please accept our apologies if you have received a damaged or wrong item. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach pictures of the parcel and problematic product (-s) to your message so we can have any chance of evaluating the situation. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease, and with absolutely minimal inconvenience.

We will review each case individually and provide the best solution possible. We can offer a refund, partial refund, discount for future purchases, or reshipment of the item(s).  In case of a refund, we will process it back to the original account used to purchase the item. It can take an extra 5-10 working days to be processed. Our aim is to provide the best solution for you as quickly as possible.

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