Política de reembolso
This refund policy applies to purchases made through eu.flashfishtech.com. FlashFish also offers an additional 30-day commercial return policy for eligible products, excluding SR5000. For SR5000, commercial return requests must be made within 14 calendar days after receipt. This additional policy does not replace, restrict or reduce any mandatory consumer rights that apply to your purchase.
14-Day Right of Withdrawal
If you are a consumer purchasing from a country where the statutory right of withdrawal applies, you may withdraw from your online purchase without giving a reason within 14 days after you, or a third party designated by you other than the carrier, receives the goods.
To exercise this right, contact us before the withdrawal period expires and clearly state your decision to withdraw. We will provide return instructions and the applicable return address. Please do not send a return to an address shown on a parcel without first receiving our return instructions.
Additional 30-Day Commercial Return Policy
In addition to your statutory rights, eligible items other than SR5000 may be returned within 30 calendar days after you receive them under our commercial return policy. For SR5000, commercial return requests must be made within 14 calendar days after receipt. Items eligible under this additional policy include:
- Items that are faulty, damaged or soiled upon arrival.
- Items that are incorrect, including the wrong model, size or colour.
- Unused items that do not meet your expectations and are returned with their original accessories and packaging, subject to the conditions below.
The following items are not eligible for a change-of-mind return under the additional commercial policy:
- Items other than SR5000 returned outside the 30-day commercial return period measured from receipt.
- Items that have been used, misused, damaged after delivery or returned incomplete.
These commercial-policy exclusions do not limit your statutory 14-day right of withdrawal or your legal rights concerning faulty or non-conforming goods. During the statutory withdrawal period, you may inspect and handle the goods only as necessary to establish their nature, characteristics and functioning. Where permitted by law, we may deduct an amount for any loss in value caused by handling beyond what is necessary.
Order Cancellation and Commercial Return Costs
If you request a change-of-mind cancellation before the order is dispatched, a transaction fee applies: 1.5% for a credit-card payment or 2% for a PayPal payment.
If you request a change-of-mind cancellation after the order has been dispatched, you are responsible for the cost of sending the parcel and the cost of returning it.
These commercial cancellation and return-cost rules do not limit any mandatory statutory right of withdrawal or rights concerning faulty, damaged, incorrect or non-conforming goods. Where mandatory law requires a different refund or allocation of shipping costs, that law applies.
How to Request a Return
To avoid delays, contact our support team before sending the goods and provide:
- Your order number;
- The product name;
- The reason for the return; and
- Photographs or video where reasonably needed to assess damage, an incorrect item or a product fault.
Our customer service team will normally respond within 24 hours and provide return instructions, a Return Merchandise Authorization (RMA) reference and the applicable return address. You can also review our European after-sales and warranty information.
The RMA process helps us identify and process your parcel. It does not reduce or cancel any mandatory consumer right. Please follow the return instructions and keep the tracking number and return receipt.
Refunds
After FlashFish confirms an eligible cancellation or completes the required inspection of returned goods, we normally handle the refund within seven business days. Where goods have been returned, we will notify you by email after receiving and inspecting them.
When the statutory right of withdrawal applies, we will reimburse the payments due under applicable law without undue delay. We may withhold reimbursement until we have received the goods or you provide evidence that you sent them back, whichever occurs first, where permitted by law.
Where required by applicable law, the refund includes the cost of our least expensive standard delivery option. Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable unless required by law.
After we issue a refund, the time for it to appear depends on the payment provider. Credit-card refunds can take 7–14 business days, PayPal refunds can take up to 48 hours, and store-credit refunds can take up to 24 hours.
Return Shipping Costs and Address
For a change-of-mind return or statutory withdrawal, you are responsible for the direct cost of returning the goods, provided that we informed you of this responsibility before purchase. The additional commercial policy's post-dispatch outbound-shipping rule above applies only where permitted by law.
The change-of-mind return-cost rule does not apply when goods are faulty, damaged in transit, incorrect or otherwise not in conformity with the contract. In those cases, FlashFish will bear the reasonable return shipping cost and will provide the remedies required by applicable consumer law at no charge.
Always contact us before returning an item so that we can provide the correct return address and shipping instructions. Do not return lithium-battery products without following the carrier and safety instructions supplied by our support team.
Contact
For return questions, contact info@flashfishtech.com.
