Return and Refund Policy
- Return Conditions
1.1. You have the right to cancel/return your order up to 14 days after receiving your order without giving any reason.
1.2. The right of withdrawal shall not apply to contracts for the provision of services that have been fully performed by the trader, provided that the performance began with the user’s prior express consent and acknowledgment that they lose their right of withdrawal once the contract is fully performed.
1.3. Our return service is applicable for products that meet the following conditions:
a. The product is complete, in the original condition, and undamaged.
b. The product is in the original undamaged packaging (if possible).
c. Other specific conditions as applicable.
d. Products must be unused and in their original packaging. For frames, this includes the plastic seal and protective film on both sides of the acrylic glass.
- Returning an Order
2.1. To exercise your right of return, please complete our return form and return it by mail or via support@adalysbali.com to the address provided below:
Physical Address for return will be in Europe and will be communicated by support.
2.2. Use the link below to register your return. Fill in the return form and choose the shipping method.
Return Form
2.3. You may also use the European model return form, but it is not mandatory.
- Return Period
3.1. You have 14 days to reflect and decide to return your package after receiving it.
3.2. Once you have registered your return, you have another 14 days to return your package.
- Use of Ordered Products
4.1. You may try the products received as you would in a store. If we see any damage or wear and tear that indicates more than just assessing the product, we will reduce the amount refunded by the resulting depreciation. Please treat the product with care and ensure it is properly packaged when you return it.
4.2. If a product subject to return has deteriorated beyond regular use, the decrease in the value of the product shall be compensated for.
- Costs of Shipping
5.1. There is no free return. Read the info below about the costs of returning.
5.2. For returning products, the user pays the cost of return shipping.
5.3. The user bears the cost of returning the product.
- Return Process
6.1. Once your package is with the supplier, you will be informed of the return process. We will notify you when the return package arrives at our facility, when we process the package, and when you will receive your refund.
6.2. Upon receipt of your return, we will process it within 14 days at the latest.
- Liability
7.1. Returns are at the user’s risk. Our company is not liable for damaged or lost returned items. Therefore, always ask for a Track & Trace code at the post office and keep it safe.
7.2. We do not accept damaged packages.
- Payment of Purchase Amount
8.1. Once we have received your return package, you will be refunded the purchase price within 14 days.
8.2. We may refrain from refunding you until we have received the return or until you have provided proof of return shipment. The amount will be credited back to your chosen payment method.
- Non-returnable Products
9.1. The following products are excluded from our return service: a. Sealed products where the seal has been broken and the specifications, characteristics, and nature of the product are clear (e.g., batteries, ink cartridges, USB sticks, lamps, etc.). b. Products that cannot be returned for hygienic or health reasons once the seal has been broken. c. Digital products not supplied on a physical medium (e.g., e-books, games, or apps). d. Gift cards and vouchers. e. Software subscriptions and products. f. Music, movies, games, and computer software with broken seals. g. Custom or personalized products. h. Sale items. i. Original paintings and prints customized or personalized according to the user’s specifications.
- Other
10.1. If you have any other comments or questions about our refund service, please contact us at support@adalysbali.com.