Return, exchange & cancellation
Starting from the day you or a third party appointed by you (who is not the carrier) takes possession of the ordered good(s) you can return all items purchased on THOMAS SABO online shop within 14 days.
Cancellation and return process
If you need to send items back to us, please make sure to follow the following instructions:
- Please return the items fully in their original packaging to us; the purpose for this is to protect the goods from damage during transport on return.
- The delivered goods may only be used for the purpose of examination – comparable to a fitting in a shop. We are entitled to demand compensation if there is any deterioration of the goods as a result of further use
- The direct shipping costs for returning the goods are borne by you.
- Always make sure that the package you send can be tracked as we assume no liability for damage, loss and theft during transport.
- Please hold onto the shipping document for future reference.
- You may use the enclosed address label to return an order.
- Complete the enclosed delivery/return slip, making sure to include your reason for return and to enclose the receipt of the return.
Please return your items to the following address:
THOMAS SABO GmbH & Co. KG
E-Commerce / Return
Please note that it may take several days for a return to be delivered by post and for our returns department to process it.
Goods that have been made to customer specifications or clearly tailored to the personal needs of the customer (e.g. engraved items) cannot be returned. All engraved pieces of jewellery are a final sale and were engraved in accordance with the customer's instructions. THOMAS SABO is not liable for errors such as spelling mistakes that are based on an instruction or specification provided by the customer.
SPECIAL INSTRUCTIONS FOR ENGRAVED GOODS
You can purchase any engravable THOMAS SABO item without having it engraved and then have it engraved later at any THOMAS SABO shop, free of charge. Please note that the subsequent engraving is only possible at THOMAS SABO’s own shops and cannot be carried out by the returns department located at the company headquarters in Lauf.
Items sent to the returns department with a request to be engraved will be returned immediately to our customers.
Request for return documents
Included in your package, you will find the delivery/return slip as well as an address label. In case of return the direct costs for returning the goods are borne by you.
If you no longer have the return documents, you can email us at email@example.com.
Processing time for returns & refunds
You will be sent a confirmation email as soon as your return has reached the return department. Your return will usually be processed within 2–4 working days after the goods are received. Upon receipt of items, the payment method originally used for the purchase will be credited with the cost of the goods, minus the delivery charges (exceptions may apply).
The refund shall be made directly to your PayPal account. You can determine whether the refunded amount should remain in your PayPal account or be returned to your bank account.
Credit and debit card refunds
Upon receipt of the returned items, the credit or debit card originally used for the purchase will be credited with the refund. Please note that in some cases the refund may only show up on the next bank statement.
Please note that the processing of complaints, repairs and restorations may take a longer time.
Exchange for a different size
We regret to inform you that, due to our automated ordering system, we are unable to issue an exchange for a different size in our online shop. Please return the item to us and reorder it in the correct size.
You are also welcome to exchange the items within 14 days in one of THOMAS SABO’s own shops by presenting the online invoice as a proof of receipt. Please note that the goods must first be paid upon purchase on account before making the exchange and you must provide corresponding proof of payment in the shop.
In general, it is not possible to return/get a refund for an online shop order in one of our THOMAS SABO shops.
Most bracelets can be subsequently extended or shortened for a fee. Further information about this service can be found in the section on ‘service’. Or simply contact our customer service at firstname.lastname@example.org for further information.
You have the following right of cancellation:
You are entitled to cancel this contract within 14 days without providing a reason. The cancellation/return period is 14 days from when you or a third party appointed by you who is not the carrier has taken possession of the goods.
To exercise your right of cancellation, you must inform us (THOMAS SABO GmbH & Co. KG, Silberstraße 1, D-91207 Lauf; e-mail: email@example.com) of your decision to cancel this contract by means of an unambiguous declaration (for example, a letter by post, fax or e-mail). For this, you can use the enclosed sample cancellation form, although this is not mandatory.
To observe the cancellation period, it is sufficient to send us notification of the exercising of the right of cancellation prior to the expiry of the cancellation period.
Goods finished in accordance with customer specifications or goods which have been clearly tailored to the personal requirements of the customer (i.e. engraved items) are non-returnable. All engraved items of jewellery are specifically for final sale and have been engraved according to customer specifications. THOMAS SABO is not liable for errors that are the result of customer instructions or specifications.
Effects of cancellation
If you cancel this contract, we will return all payments received from you, including the shipping costs (with the exception of additional costs arising as a result of you choosing a different form of shipping to the standard, less expensive shipping offered by us), immediately and no later than 14 days from the day on which we receive notification of your cancellation of this contract. For this repayment, we will use the same means of payment as used by you during the original transaction, unless otherwise explicitly agreed with you; under no circumstances will you be charged fees for this repayment. We can refuse repayment until we have received the goods or until you have provided evidence that you have returned the goods, depending on which event is earlier.
You must send back the goods or hand them over to us without undue delay and no later than 14 days from the day on which you notified us of the cancellation of this contract. The deadline is met if you return the goods prior to the end of the 14-day deadline. The direct costs for returning the goods are borne by you. You must only pay for any potential loss in value of the goods if this loss in value is the result of unnecessary handling of the goods caused by checking the composition, properties and function of the goods.
- End of the cancellation instructions -