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SHIPPING & RETURN

SHIPPING POLICIES

Shipping methods:

The shipping method for your order will be determined depending on the item type and weight. This can be done either by a parcel delivery service or a shipping company.

Shipping confirmation:

After your order has been successfully shipped, you will receive a shipping confirmation to the email address you provided when ordering. This notification also contains a tracking link that you can use to track the delivery status of your shipment.

Forwarding deliveries:

If shipping is carried out by a shipping company, for example mattress deliveries, the shipping company will notify you in advance. You can contact us using the telephone number you provided when placing your order. This notification allows you to confirm the delivery date and ensure that you are present at the time of delivery.

ACCEPTANCE OF GOODS

Packaging:

When receiving the delivery, the customer is obliged to carefully check the packaging before it is handed over by our logistics partner. If visible damage, such as cracks or soiling, is discovered when checking the packaging, the customer is not entitled to acknowledge the goods as properly delivered.

 

Document damage: 

Instead, the customer is obliged to accept the delivery in the presence of the supplier or logistics partner, but to expressly note it as "delivered with damage" and to document this on the delivery note or receipt.

The customer is also required to record all necessary information about the type and extent of the damage discovered in writing and to report it to elky immediately. Photos or other suitable documentation to substantiate the damage are helpful.

Claims settlement:

After the delivery with damage has been properly documented, we will inform the customer about the further steps to handle the damage.

RETURN

Return conditions:

You have the right to exchange or return standard sizes without giving any reason within 14 days of receiving the goods. If you have already paid for the goods, you will be refunded the purchase price already paid.

Return requirements:

Please contact us to request a return slip. Please note, however, that the goods delivered may only be used for testing purposes. The goods to be returned must be in unused, clean and resalable condition and have the original tag attached. They should also be returned in their original packaging.

Product test "as usual in the store":

The customer can test the products at home "as usual in the store". If further tests are carried out and signs of use are found, a reduction in the value of the product may occur, which will be deducted from the refund. These tests must happen within 14 days.

Responsibility for packaging:

The customer is responsible for ensuring that the goods are in the original packaging and packaged properly. If damage occurs during transportation due to improper packaging, responsibility for the damage passes to the customer.

Return items (standard sizes): 

This return policy applies to mattress products in standard sizes 90/200 and 100/200 as well as unused items in their original packaging.

Return costs:

The costs for returning the goods must be borne by the customer. After your return request, you will receive a cost estimate.

Exceptions to the right of return:

Please note that certain products are excluded from the right of return, especially custom-made products. This includes all products that were made specifically for you. 

RIGHT OF WITHDRAWAL

Right of withdrawal

You have the right to cancel this contract within fourteen days without giving any reasons.

The cancellation period is fourteen days from the day on which you or a third party named by you who is not the carrier took possession of the goods; In order to exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or email). You can use the elky model cancellation form, although this is not mandatory.

 

If you make use of this option, we will immediately send you confirmation (e.g. by email) of receipt of such a revocation. In order to meet the cancellation period, it is sufficient that you send the notification of your exercise of the right of cancellation before the cancellation period expires.

 

Consequences of revocation

If you revoke this contract, we must repay all payments we have received from you, with the exception of delivery costs, immediately and no later than fourteen days from the day on which we properly received the return.

 

For this repayment we use the same payment method that you used for the original transaction, unless something different was expressly agreed with you; under no circumstances will you be charged any fees as a result of this repayment.

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