Returns and Replacements
All products purchased in D.Franklin's web page, that don't completely satisfy our customers, can be returned in the next 14 days following the reception of the order.
In order for a return to be accepted by D.Franklin, if must comply with the following conditions:
- The product is returned in perfect state, without having been used.
- The product has not suffered any damage for inadequate use.
- The product is in same conditions as it has been delivered, keeping the original box and all the initial contents (labels, cleaning cloth and other elements that may contain)
- Conservation of the original packaging. It is part of the product price. In consequence, in case the product is not returned in its original box (keeping labels, cleaning clothes and other ítems it may content) the price of the product will be depreciated.
In case the product is not received in its original packaging - as indicated above, we reserve the right to deduct those items that are missing or that are not in original condition from the total price:
- Box: $5
- Any other extra item contained in the box (stickers, pouch, cleaning cloth, etc) : $3
Returns for orders including 2x1 promotions or free items should be made in full to get a refund. No partial returns will be accepted.
Once the return is refused, the customer will have 3 months to pickup the package from our warehouse, assuming the shipping cost. If the package is not picked up by the customer within 3 months it will be sent to charity.
We do not replace items. If you want to change an article for a different size or colour, you must return the item and apply for a refund, and then place another order for the item in the desired size or colour. Once the returned item has been received, we will issue a refund through the same method of payment you used in your order.
Please note that in case of gifts, refunds will always be made through the method of payment used when placing the order.
In order to make any return you can also fill-in our withdrawal Form and send it to us following its instructions
- Access Track your Order.
- Enter your order number and the email you used to place your order.
- Click on “Returns".
- Select the item you wish to return
- Print the documentation generated.
- Insert the printed ticket together with the product to be returned in a bag or package you have available. It is essential that the package includes everything mentioned.
- Cut the address and stick it on the package. Be sure it is completely visible.
- Send the package through the postal service that you consider appropriate. Shipping costs are borne by the customer.
We recommend that you keep proof of delivery.
Once the item has been received and your refund has been approved and authorized, you will receive a confirmation email notifying that the amount of the product or products to be returned, will be refunded through the same method of payment you used to pay for the order. The original shipping costs will not be refunded.
The refund will appear in your account balance in the next 7 to 15 working days after you receive the email confirming the refund, although this may vary depending on the conditions of each bank.
Updated on May 24th 2018