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RETURN AND COMPLAINTS

Returns due to non-faulty or faulty merchandise.

Exchanges
If you would like to exchange a received product for something different, it is processed like a regular return. You send us the item you don’t want and we will refund you. You can then proceed to place a new order in our web shop.

Return / Right to cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To exercise the right to cancel, you must inform us (Desenio AB, Högbergsgatan 44, 118 26 Stockholm, Sweden / info@desenio.co.uk) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the attached model cancellation form, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than –
(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

If you wish to return products, please note:
-You will be responsible for the cost of postage
-Important that the frames are not opened
-Make sure your returns are securely packaged so they don’t get damaged in transit. They’ve got a lot of travelling to do
-Please remember to get a proof of postage receipt and don’t lose the tracking number of your return, in case we need to track it

Follow the process below for returning your parcel to us.

Contact info@desenio.co.uk and send following information:
- Order number
- Customer name
- E-mail address registered on the purchase
- Article number for the items you want to return

Send returns to:
Desenio AB c/o Bonver Logistics AB
Tallbacksgatan 14 B
195 72 Rosersberg
Sweden

[Information if the order was made during a campaign or with a discount code]
When your return has been received your order is calculated. 
If the requirements for the discount are not met, the discount will be deducted from your refund.

If you would like to file a complaint about a faulty item, please email the following information to info@desenio.co.uk
-Order number
-Name of customer
-Email address used when placing the order
-Reason for filing the complaint
-Item number for the faulty item

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