Considering the conditions of offline purchases and anticipating some issues, as well as respecting consumer rights, we have provided you with the possibility of returning the goods and using a 7-day guarantee.
It is very important to comply with the following conditions in order to use the 7-day guarantee, so we ask that you help us provide appropriate service by reading these conditions before purchasing.
Cancellation of purchase and 7-day return of goods
Cancellation of the purchase will be possible for up to 7 days, provided that the device box has not been unsealed.
In case of any tampering with the appearance of the carton (writing, piercing, getting wet and torn), opening the initial packaging and seal, tearing off the stickers, nylon, vacuum and shearing, the second carton of the machine (if any), breaking the unitlets and tearing the bumpers, the possibility of returning the product will be lost, even if the machine has not been used.
All shipping and return costs in the event of the buyer’s cancellation and return of the device are the responsibility of the user and will be deducted from the total amount returned.
Cancellation of the purchase of some goods in a registered order from the total goods in that order, if the value of the goods remaining with the user in the sent orders is more than 200,000 Tomans, only the cost of returning the goods will be charged to the customer, otherwise the entire cost of sending the goods and returning the goods will be deducted from the amount paid to the user.
If a user uses special privileges of the Mitra Candle Shop website, such as discount coupons, the amount paid by the user will be returned to them at the time of cancellation of the purchase, and the used coupon will be invalid and cannot be used again. Also, if a gift item is sent with the order during festivals and special sales, in the event of cancellation of the purchase, that product will be received from the user in compliance with the product seal conditions, and if the customer uses that product, its value will be deducted from the total amount returned to the user. Gift items will not be eligible for the discounts offered on the website.
During the 7-day return guarantee and in order to use the return or exchange conditions, the product box must be kept without any visible defects. Avoid writing, labeling, tearing the box, and all accessories and accessories of the product, as well as all types of bumpers of any type, must not be damaged.
The refund period for the order will be 7 business days after receiving the goods.
The amount returned to the customer can only be refunded to the same card and account number with which the online purchase and payment was made, provided that the user’s identity information is the same as the identity information of the bank account owner.
Follow up on potential discrepancies
The time for reporting color discrepancies and physical defects of the device is a maximum of 24 hours after the goods are delivered to the customer, and after the desired time has elapsed, it will not be possible to address the problems raised.
Due to the inclusion of complete technical descriptions for each device, the use of images, and the display of the complete color scheme of the products on the site, it is possible that the color scheme of the product you are looking for may differ slightly from the photo and the user may not be able to recognize the color correctly when selecting it. Also, the images may differ slightly from the product sent, which is the result of the user’s misconception when visiting the site and the images of the devices. Therefore, the presentation of the color spectrum will not be considered a discrepancy, and the decision-making criterion for physical discrepancies is the information included in the technical description section of the device.
Follow-up of technical problems of the device
After using the device for the first time and noticing any technical problems, first place the device in the box and then make your request to the Mitra Candle Shop within 24 hours with your order registration code.
If you are returning goods that have a technical defect, please ensure that all the device accessories are placed in the device box without any defects and that the packaging and box are in good condition (as detailed in the points below).
Please check the ordered goods within 24 hours after receiving them and inform us immediately if there is a technical problem. Otherwise, the user is responsible for the problems with the devices.
Tips for using warranty and after-sales service
Please refrain from opening the seals of products that must be installed and commissioned by the company’s authorized installer. Otherwise, the possibility of using any warranty or after-sales service will be lost.
Accessories and consumable parts are not covered by the warranty under any circumstances.
Returning ordered accessories and consumable parts is not possible under any circumstances.
