RETURN POLICY FOR SALE CONTRACTS AGREED WITH REDFROG
You have the right to withdraw from the sale contract with RedFrog for any reason and without incurring any penalty within fourteen (14) days from the date on which you received the products purchased from redfrog.ai.
You can exercise your right to return using one of the following methods:
a) Online submission to RedFrog of the Return Form found in the Return Policy area, completed in its entirety; in this instance, Redfrog will send you an email confirming that they have received your return request.
b) Sending this Form to Redfrog, completed in its entirety.
c) Sending Redfrog another declaration explicitly stating your decision to withdraw from the sale contract.
In instances b) and c), your declaration must be addressed to Customer Care at the registered office of Redfrog LLC, Muiznieku Street 18, Ane, Jelgavas County, Latvija, LV-3043. In such instances, you will be responsible for proving that you exercised your right to withdraw from the sale contract correctly and within the specified time frame.
If you are based in one of the following countries: Poland, Estonia, Latvia, Lithuania, Sweeden, Finland, or Denmark the products to be returned must be handed over to the courier within fourteen (14) days of the date you notified Redfrog of your decision to withdraw.
If you are based in Norway, the products to be returned must be handed over to the courier within fifteen (15) days of the date you received the products.
- Conditions for exercising the right to withdraw
The right to withdraw from the sale contract shall be deemed correctly exercised if the following conditions have been fully met:
a. The right to withdraw has been correctly exercised within fourteen (14) days of receiving the products following the procedures set out above
b. The products are compliant with the requirements detailed in the section on compliance checks for returned products below;
c. The products are returned with their original packaging in perfect condition (if you want to return a kit, it must include all of its components);
d. The products are handed over to the courier within the timeframes set out above
e. The products are not damaged
If you have complied with the relevant conditions, Redfrog will reimburse the price of the products purchased. The only expenses borne by you will be those for returning the products unless Redfrog expressly exempted you from those expenses when you made your purchase, and under the condition that you use the courier and shipping methods indicated below in section 2.
- Procedure for returning products to Redfrog – DPD
Redfrog recommends you use the courier DPD (www.dpd.com) for returning products. If you use DPD and the pre-printed label – which carries the return address – enclosed in the confirmation e-mail, you will not have to pay the return costs upfront. Redfrog will pay the courier DPD on your behalf and will deduct from your refund a fee equal to the cost incurred for delivering the purchased products to your home. Contact DPD to organize a return. The possibility of tracking each package sent at any time using this shipping method relieves you from any responsibility for loss or damage to the products during transit. If you decide to return products using a courier other than DPD, you will have to pay the return shipping costs upfront and you will be responsible for any loss or damage to the products during transit. In this event, you will also be refunded an amount equal to the standard shipping cost of the purchased products although you will not be refunded for any additional costs incurred due to choosing another kind of shipment and delivery that is different to or faster than the standard method.
If you are based in Norway, our courier DPD will take care of the customs.
- Compliance checks for returned products
You will be notified if the returned products cannot be accepted because they are not compliant with the conditions indicated in letters a) and e) of previous section 1 and you can choose, at your own expense, to have the products returned to you. If you refuse said delivery, Redfrog reserves the right to retain the products and the amount paid for the purchase of the products.
All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), including all packaging, accessories, and documents. Redfrog reserves the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example, Redfrog may make a reduction in the following circumstances:
• the product(s) have been used, worn, or damaged,
• you have not returned any packaging which is an integral part of a product (such as a dust bag).
You will be informed if Redfrog proposes to reduce your refund for this reason. In this instance, you may (as an alternative to Redfrog providing you with a reduced refund) choose to have the products sent back to you at your own expense. In the event of the latter, should you refuse this shipment, Redfrog reserves the right to retain both the products and the amount specified for the decreased refund owing to the decrease in value of the returned products.
Redfrog does not assume any responsibility for items returned by mistake or items not related to the return left in the packaging or in the returned items.
- Refund times and procedures
Once Redfrog has received the returned products and checked all requirements have been met, you will receive an email confirming that the return has been accepted and Redfrog will proceed with a full refund, or, if the products are found to have decreased in value, you will receive an email informing you of the amount deducted from the refund and Redfrog will proceed with the refund of the remaining amount. Whatever the form of payment used, Redfrog will process the refund as quickly as possible and, in any case, within fourteen (14) days from the date it was informed of your decision to exercise your right to return, and once it has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount paid for purchasing the returned products depends on the form of payment used:
• Purchase by credit/debit card: refund time will depend on the card company.
• Payment by PayPal (if available): refunds will be credited to your PayPal account and will be visible within 24 hours of the refund confirmation email. The actual reimbursement of the credit card associated with your PayPal account will depend on the company that issued the card.
• Payment made by Cash on Delivery (if available): the refund will be sent to the bank account indicated by you, so the time taken for the refund will depend on the accuracy of the information provided by you; the refund will usually take fourteen (14) days.
In the case of gifts, a refund of the sum paid for purchases will be made to the individual who made the payment.
- Items returned because they are damaged, defective or incorrect
Notwithstanding legal rules protecting consumers, if you are returning a product because of an error on our part or because it is damaged or defective, you shall notify Redfrog within thirty (30) days of receipt using the online Return Form on the website; if a product becomes faulty after the thirty (30) days, please contact Customer Care to obtain further return information. You must return the products in the same condition in which you received them. For returning products, please see sections 1 and 2 above.
Redfrog will examine all products returned as damaged or defective and will notify you of your refund via email within a reasonable period of time. Subject to acceptance by Redfrog of the damaged or defective goods, products returned by you because they are damaged or defective will be refunded in full, including the cost of delivery for sending the item to you and the cost incurred by you in returning the item to Redfrog. In the event that Redfrog finds no fault with the returned products, you will be notified that the returned products cannot be accepted and you may elect to have the products re-delivered to you. If you do not accept re-delivery Redfrog reserves the right to retain the products and the purchase price and recover Redfrog’s fees and expenses.
6. Consumer Code
These conditions for exercising the right to withdraw from the sale contract are an integral part of the General Terms and Conditions of Sale and are governed by Latvian law, and in particular by the Consumer Code.
