At Sister, we value each and every relationship with our wholesale clients. As we want all our customers to be completely satisfied with their purchase, if for any reason you wish to return a Sister wholesale purchase, you may do so under the following policy, which applies to all returns, refunds and exchanges.
Terms of payment:
Payment is due upon the receipt of the invoice prior to shipment by Paypal, Credit Cards (AMEX, VISA, MASTER) or Wire Transfer (NO cheque payments accepted).
VAT will be calculated within the invoice. Not yet submited your VAT-ID? Please make sure to submit it at your earliest convenience.
Prices & Delivery costs:
All wholesale prices are ex. works (EXW), ex. shipping cost and ex. VAT. Recommended retail prices include VAT.
For deliveries within central Europe, we charge 4% import, shipping, packaging & handling fee - minimum 20 €.
If we can not manage to ship to your destination at 4% flat fee, you will be charged at cost.
Any product may be returned within 15 days of purchase, provided that it is in unused and in like-new condition. To return a product, please write an email to firstname.lastname@example.org. Be sure to have your order number handy. We will issue you a Return Authorization Number, which must be clearly marked on the outside of all return packages.
All returned products must be returned in the original packaging, including any additional items that might have come with the product, such as manuals. Products must be well packed in order to protect against loss or damage.
We will pay for shipping only if the product is being returned due to an error in processing or shipping, or if the product is defective. Otherwise, wholesale clients are responsible for paying the shipping charges for items returned or exchanged.
When shipping products back to us, please forward us a copy and retain a copy of the tracking number from the shipping carrier for your personal records, so that all parties can track the shipment. Please forward us the tracking information at email@example.com. We recommend that you insure the shipment against loss or damage.
A restocking fee of 15% will be charged for all products returned.
Damaged Items and Shortages
Please report any damaged or missing items within seven (7) days of delivery by emailing us.
Any refunds issued will be for the purchase price of the returned item(s), including any applicable taxes. Shipping and handling charges are non-refundable. Any rebate associated with the returned products will be voided.
For refunds on products paid for by bank transfer, a refund will be issued bank transfer.
Clearance items and items sold at a discounted price are sold “AS IS” – no refunds, no returns on these items.
You are responsible for all transportation and shipping fees on orders that are refused, returned to sender or undeliverable by our carrier.
If items you received are defective, contact us and send us relative pictures for checking. Once confirmed, we will either provide a discount off your next order, a partial refund or provide reshipping service.
Missing or wrongly shipped items
A partial refund is offered for missing or wrongly shipped items. We will provide a reshipping service in the event of missing or wrongly shipped accessories, a partial refund on the item fare is offered in the event of accessories being unavailable for reshipping. Please be sure to open the parcel and check the contents before signing for the package.
If you have any questions regarding shipping, returns, store locations or our policies, please contact us at firstname.lastname@example.org.