PRODUCT RETRUNING /   REPLACEMENT / COMPLAINTS

WE WILL GLADLY REPLACE THE PRODUCT IN CASE OF CHOICE OF INCORRECT SIZE.

EUROPEAN DISPUTES RESOLUTION

European legislation requires all webshops to include the following link to the European Commission’s Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/.

Please note that we try to resolve any problems with our customers directly (info@diawin.de).

HOW TO RETURN OR REPLACE A PRODUCT?

How to return or replace a product within 14 calendar days after its purchase:

1. Insert the non-used product including the original label into original uncorrupted packaging together with copy of invoice.
2. Pack the box included with the product properly, in order to prevent any damage to the box or to the product during transport. This is best achieved by using packing foil, paper, plastic bag or a bigger box. Do not seal the original shoe box in order not to corrupt it. In case of corruption of shoe box originally shipped with the product, the seller has right to compensation for the damage in the amount of five euro (5 EUR) which may be set-off against its obligation to return the price of the product to the buyer.
3. Send the packed product to the returning address indicated for individual country in the enclosed Annex No. 1 (List of addresses in individual European countries for the purpose of returning, replacement or complaints concerning purchased products) When specifying the address at the packing (in accordance with Annex No. 1), always include uniform identification code – ID 8716.
4. Costs connected with packing and sending of the product to the address indicated in Annex No. 1 – addresses for returning of products in individual countries, shall be borne solely by customer. Costs for returning of purchased product may vary in different European countries, primarily based on whether the returning address is located in that specific country or not. Customer bears costs of packing and delivery either within a single state or delivery to the address of Fulfilment in Zlín, Czech Republic, as indicated in the Annex No.1 Do not send the product as collectable on delivery! The product will not be accepted under such condition! (We recommend you to send the product as a registered mail with insurance.)

5. Inform us through e-mail at info@diawin.de on sending of the product and enclose the filled-in form on returning of the product and on withdrawal from the contract or on product replacement or send us declaration on withdrawal from the contract drafted in your own words. Please specify purchase order number and size (length and width) of your desired replacement or a bank account number for returning of price. Forms for withdrawal from the contract and for returning / replacement of the product are available for download HERE

6. Upon withdrawal from the contract, we will return your payment made under the contract, in particular the purchase price and costs of delivery of the product. This does not apply to additional costs in case of opting for a manner of delivery different from the cheapest manner of delivery offered by our company. Payments will be returned without undue delay, at latest within 14 days after the service of withdrawal from the contract. Payments will be made without additional charges and in the same form as used for your payment, unless a different form of payment has been expressly agreed. Payment for the purchased product will only be returned after returning of the product to our address or after providing of proof of dispatching of the product for its returning, whichever event occurs first.

7. In case of returning and replacement of products, we reserve right not to accept products purchased in our e-shop, i.e. socks and insoles, in case of corruption of their original packing, and based on health and sanitary precautions, as such products cannot be sold again.
8. Product replacement availability depends on current stocks. In case the requested product (model, size – length and width) is in stock, we ship the product immediately. In case the requested product is not available in stock, we proceed in accordance with paragraph (6).
9. Enclosed with shoes you will also find size diagrams for choosing of correct foot length and width, which may serve for measuring of feet and for determination of proper shoe size in case of shoe replacement or in case of further purchase.

After returning of shoes, we perform inspection and will inform you through e-mail about anticipated date of resolving of your complaint and about the date of sending of replacement to your address indicated in the original order.

WHAT ARE THE CONDITIONS FOR RETURNING OR REPLACEMENT OF A PRODUCT?

1)   Product must be returned within 14 days after its handing-over, unless a longer period is granted by the seller – temporary prolongation of returning period during Christmas (all products bought until 20 December 2017 can be returned until 20 January 2018. Standard terms for returning of products apply after 20 December.)

2)   Product must be non-used and suitable for further sale.

3)   Product must be packed in original packaging which cannot be corrupted (e.g. by applying adhesive tape for transport.)

4)   Product cannot be damaged or corrupted.

In your own interest we recommend you insuring the package up to the amount of purchase price of the product. (This service is offered by postal services upon dispatching of the package). In case the package is lost or damaged during transport, you can complain about the loss by producing postal receipt and reclaim your money.

HOW TO PROCEED WITH COMPLAINTS?

It is first necessary to read the complaints procedure, containing rights and obligations of seller and buyer.

COMPLAINTS PROCEDURE

1. Complaint must be filed without undue delay after detecting of a defect. Using of the product after the defect occurs can result in increasing of the defect and subsequent deterioration of the product which may lead to rejecting your complaint.
2. Warranty period for the product is 24 months and commences upon handing-over of the product.
3. Warranty period cannot be considered as product lifetime period, i.e. the period for which the product maintains its usability in case of proper usage and maintenance, taking into consideration its characteristics, purpose and different usage intensity.
4. In case the buyer discovers after handing-over of the product that the delivered product does not conform with his order or that the product is defective, the buyer shall immediately inform the seller about such event through e-mail, however, at latest within 48 hours after handing-over of the product.
5. In case a defect occurs on the purchased product, the buyer has right to complain.
6. Defect means change of product characteristics resulting from using of unsuitable or low-quality materials, violation of production procedure or incorrect production.
7. Defect does not represent change (of characteristics) of the product occurring in the course of warranty period as a result of wear and tear, improper using, unsuitable or improper maintenance, as a result of natural changes of materials used for its production or as a result of any damage caused by its user or by a third party or as a result of other unworkmanlike handling.
8. The seller shall not be liable for defects visible and identifiable upon handing-over of the product (missing product, mechanical damage). The seller shall not be liable even in case the buyer has not exercised option to inspect the product. In case of second-hand products, the seller shall not be liable for wear and tear. In case of products sold with discount, the seller shall not be liable for defects which gave rise to the discount.
9. Complaint is duly filed in case the product subject to complaint is returned as complete and general sanitary rules do not prevent handling of the complaint. Customer shall send the product subject to complaint cleaned, free from any dirt and sanitary-safe. Company TJ Trade s.r.o. – Certified partner of Diawin Deutschland GmbH, operating e-shop www.diawin.eu, has right to reject receiving of the product for complaint procedure in case the product does not conform with the above-specified general sanitary rules (Decree No. 91/1984 Coll., on precautions against infective diseases).
10. Complaint procedure, including repairing of the defect, shall be handled without undue delay, at latest within 30 days after its filing. The authorized employee may in individual cases agree with customer on a longer period.
11. Customer claims right to complaint:

10.1.    by filling-in complaint letter included in the package or complaint form available for download HERE and by sending the complaint letter enclosed with copy of proof of purchase and with the product subject to complaint to the address: TJ Trade s.r.o. – Certified partner of Diawin Deutschland GmbH, Čermeľská cesta 1, Košice 040 01, Slovakia;

10.2.    by an e-mail sent to address info@diawin.eu containing necessary information (name and surname of the buyer, address, purchase order number, defect description and its effect on the product) and by sending the product subject to complaint enclosed with copy of proof of purchase to the address indicated in paragraph (10.1).

11. Upon receiving of the product subject to complaint at our address, you will be notified through e-mail and the 30-days period (or a longer period individually agreed) for handling of the complaint commences. All important information concerning the complaint procedure, e.g. sending of the product to its producer for inspection or handling of complaints will be notified through e-mail messages.
12. Complaint procedure is completed upon returning of repaired product, returning of purchase price or upon payment of reasonable discount from purchase price. Appeal against the outcome of complaint procedure may be filed within 14 days after notification of the outcome.

HOW TO INITIATE COMPLAINTS PROCEDURE

1. Product subject to complaint must be clean (see paragraph (9) of the complaints procedure).
2. Pack the clean product subject to complaint to prevent further damage during its transport. The best option is to use a box (not necessarily the original packing).
3. Send the product subject to complaint observing requirements prescribed in paragraph (10). (We recommend you insuring the delivery up to the amount of purchase price of the shoes.) Do not send the product as collectible on delivery! The product will not be accepted under such condition!