Instructions on return and cancellation:

 

Are products covered by a right of return?

All products ordered from the exelwebstore.com online shop are covered by a 14-day right of return.

What does the right of return pertain to?

All products returned must have been tested only, not taken into use, and they must be in saleable condition. All parts related to the product must be included in the package.  

How is a product returned or refunded in practice?

All our products are covered with a 14-day consideration period during which any exchange of the product must be reported through your customer account in the exelwebstore.com online shop. Pack the product you wish to return in the same package in which you received the product, for instance. Merely the product’s own sales package is not enough.

When you return a product, it is important that you submit the return notification as follows:

  • -go to www.exelwebstore.com
  • -log in to your own account with the username and password you have created
  • -select the section “RMA” and “Request New RMA”
  • -follow the instructions and make sure the system approves the return

After you have submitted the return and it has been approved, you can monitor the status of the return. After this phase, the status will be displayed as follows “Pending”.

Our customer service approves your return notification. When the status of the return in your customer account in the Webstore changes to “Hyväksytty” or “Approved”, you can send the product, at your own expense, to the warehouse

(Exel Composites Store Oy, Uutelantie 24 B, FI-52700 Mäntyharju, FINLAND).  Now you can print the address;

  • -go to www.exelwebstore.com
  • -log in to your own account
  • -select the section “RMA”
  • -select the section “Show RMA”
  • -select “Print Label”

    After you have sent the return to the warehouse, confirm the shipment in your customer account.

  • -go to www.exelwebstore.com
  • -log in to your own account
  • -select the section “RMA"
  • -select the section “Show RMA”
  • -confirm the shipment by selecting “Confirm shipping”

    The package has been shipped and the shipment has been acknowledged. Now our warehouse staff can be prepared for the return.

The status of the return changes to “Lähetetty” or “Package sent”. When the return arrives to the warehouse, our staff will receive, verify and register the product as a return and record any damage to the product. After the inspection, the status of the return changes to “Palautettu” or “Returned”.

Approval of the product return. Customer service processes the warehouse’s assessment of the product’s condition, and the return is refunded to you according to the decision made by the customer service personnel. The primary refund method is a refund voucher. We can also refund a product by using the same method of payment you used to pay for the product or, alternatively, by account transfer.

The status of the return changes to “Päätetty” or “Resolved”.

  1. 1. The payment is refunded. The status changes to “Valmis” or “Completed”.

  2. 2. You can use the refund voucher the next time you visit our Webstore. You can utilize the value of the voucher by entering the code of the voucher in the “discount code” field in the shopping cart in the payment stage.

Be careful to make sure our system approves every phase in your customer account when you process the return.

Mailing address:

Exel Composites Store Oy, Uutelantie 24 B, 52700 Mäntyharju, FINLAND

You can also return a product directly to the warehouse in Mäntyharju (Uutelantie 24 B, 52700 Mäntyharju, FINLAND). Return instructions are also included in the package supplied with the product.

The customer is responsible for shipping costs when returning a product.

If you have any questions about submitting a return, please contact our customer service:

  • Customer service chat at www.exelwebstore.com

  • Customer service telephone number and e-mail address: +358 50 342 2870 / info@exelwebstore.com

How is a return refunded?

Products returned within the 14-day period are primarily refunded with a refund voucher sent to your e-mail address. The refund voucher contains a code, and you can utilize the value of the refund the next time you visit our online shop. Alternatively, we can make a refund the same way you paid for the product. The third option is to return the monetary value of the refund to the bank account you have reported to us. If you have not entered the refund method of your choice in the return form, we will send you a refund voucher. Returned products are not refunded in cash at our warehouse.

All customer returns shipped through the postal service are returned to Exel’s warehouse in Mäntyharju. We will refund the product in the manner described and agreed upon above.

Inspection of the product

The warehouse inspects the product as soon as possible, so we can verify that the product is still in saleable condition and that its value has not changed. The product must not have been used, but it may be tested. We will refund the price after the inspection has been approved.

NOTE! Products in the “sale” category, or the outlet section, are sold as they are. They may have colour variations or other exceptional characteristics which are not faults or manufacturing defects.

If you wish to return a product after the 14-day period, we advise you to contact our customer service either through a feedback link or the customer service chat on the front page of Exel’s online shop, via e-mail to info@exelwebstore.com or by phone at +358 50 342 2870 (Mon-Fri 09:00–15:00). All products are covered by liability for defects according to the Consumer Protection Act. Remember to examine the liability for defects and our terms and conditions on the site of our online shop. Address: www.exelwebstore.com and section “Terms” in the menu

 

Exel Composites Store Oy, 14 September 2015, in Mäntyharju.