Charcolive Terms of Sale

Shipping Terms and Conditions

charcolive s.l., will send orders via FedEx, in accordance with the options offered on the web site.

Shipping fees are not included and will be paid by the customer. These fees are indicated on the web site and will appear clearly defined on the invoice.

 

The shipping company calculate the charges NOT BY WEIGHT, but rather by a calculation of volume and/or weight. Because our products are not heavy, the shipping cost is by volume.

 

The shipping service will include delivery to the home, unless the merchandise, due to the weight or volume, cannot be handled by one person, in which case delivery service will be considered complete with delivery to the ground floor of the customer’s residence.

 

In accordance with the applicable legislation, an claim for damages or defect of the transported merchandise should be made within 72 hours of their receipt, unless the damages is evident at the moment of reception, in which case the claim should be made right then. Once the expressed terms have lapsed, any claim against the state in which the merchandise were delivered will not be accepted.

 

All costs incurred from an error on the part of the customer, such as an error in data necessary for the delivery, unavailability for reception of the merchandise, change of destination of the delivery after the merchandise have already been sent to another, must be borne exclusively by the customer.

 

Except for the case of stock sold out or back order, merchandise will be sent out immediately; however, should be received within 3 -5 working days.

 

 

Returns Policy

charcolive s.l., denies any responsibility for defects, damages, or wear that ay have arisen from inappropriate use and abuse, or wear caused by an incorrect operation, error, or unauthorized use.

 

We remind you that all of our products are handmade by artisans and individuals who are qualified in each step of the elaboration process; hence, we do not consider small anomalies or irregularities to be defects in fabrication.

 

We will accept return of the merchandise when it does not correspond with what the customer ordered, after the customer notify charcolive s.l., of the error. The merchandise must be sent, in original packaging and without having been used, to our warehouse, while shipping is paid for by us. The originally ordered merchandise will be shipped as soon as the error has confirmed.

 

Any merchandise sold on the web site www.charcolive.com may be returned in the three (3) working days following the receipt of the order, as long as the merchandise are in perfect state and returned in original packaging. Beyond this timeline, returns cannot be accepted for any reason.

 

The return of any merchandise will necessitate an agreement by both parties. charcolive s.l., reserves the right to claim damages (never in excess of 20% of the price paid) to compensate for possible merchandise damages.

 

In the case that the merchandise has been opened and the customer detects significant deterioration, damage, or error caused in delivery process (and only in these cases), charcolive s.l. will be able to authorize the return. The authorization shall be issued by fax or email, while a copy of which must be attached to the return shipment.

 

It is very important that the merchandise to be returned or exchanged is properly packaged. In the case the merchandise become damaged due to inappropriate packaging, the return will not be accepted.

 

Once the merchandise is received in our warehouse and reviewed by our staff, the refund process will be carried out, if applicable.