Política de reembolso

At FRTLZR we want you to be fully satisfied with your setup and fretwork tools. This policy explains your statutory rights and our voluntary return terms. It applies to purchases made on frtlzr.com. Your legal rights as a consumer are not affected by anything in this policy.

Seller: Just Beyond S.R.L., Str. Nicolae Titulescu 10, Sector 1, 011141 București, Romania · VAT/CIF RO47654192 · Trade Register (ONRC) no. J2023003099406
Contact for returns: shine@frtlzr.com

1. Your right to cancel (EU/EEA consumers)

If you are a consumer in the EU/EEA, you have the right to cancel your order within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party you name) receive the goods; for orders of multiple items delivered separately, 14 days after the last item.

To exercise the right to cancel, inform us of your decision by a clear statement. You can use our online cancellation form at https://frtlzr.com/#widerrufsbutton, email shine@frtlzr.com, or use the model cancellation form at the end of this policy. If you use our online form, we will confirm receipt of your cancellation to you without delay on a durable medium (e.g. by email). To meet the deadline, it is enough to send your communication before the cancellation period expires.

Effects of cancellation. We will reimburse all payments received from you, including the standard delivery cost (but not any extra cost if you chose a delivery method more expensive than our standard option). We may withhold reimbursement until we have received the goods back, or until you supply proof of return, whichever is earlier. We make the reimbursement within 14 days of being informed of your decision, using the same payment method you used, at no fee to you.

Returning the goods. You must send the goods back without undue delay and no later than 14 days from the day you notify us. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

2. Your right to cancel (United Kingdom consumers)

If you are a consumer in the UK, you have a similar statutory right to cancel within 14 days of receiving the goods under the Consumer Contracts Regulations 2013. The effects, return deadline, reimbursement rules and your responsibility for the direct cost of return are the same as set out in Section 1. You can notify us of a UK cancellation by email at shine@frtlzr.com or by using the model cancellation form at the end of this policy.

3. Our voluntary 30-day return

Beyond your statutory rights, we offer a goodwill return for 30 days after delivery for change-of-mind returns. To qualify, items must be unused, in resaleable condition, in their original packaging, with proof of purchase. You pay the return shipping for change-of-mind returns. We do not charge a restocking fee. This goodwill return is in addition to, and does not replace, your statutory right to cancel in Sections 1–2.

4. Faulty, damaged, or incorrect items (we cover the cost)

If an item arrives faulty, damaged, or is not what you ordered, you are entitled to a repair, replacement, or refund under the applicable legal guarantee (EU: statutory guarantee of conformity, up to 2 years; UK: Consumer Rights Act 2015). In these cases we pay the return shipping and cover the cost of putting it right. Please contact shine@frtlzr.com with your order number and a photo of the issue as soon as possible, and we will make it right.

5. How to start a return

Email shine@frtlzr.com with your order number and the item(s) you wish to return. We will confirm the return and give you the correct return address (our warehouses are located in the EU, UK and Romania, so the address depends on your order). For voluntary 30-day returns (Section 3), please do not send items back before contacting us. For statutory cancellations (Sections 1–2), you may return the goods as described in Section 1 without contacting us first, although getting the correct return address from us helps us process your refund faster.

6. Non-returnable items

The following cannot be returned under our voluntary goodwill terms: gift cards, and items marked “final sale”. This does not affect your statutory right to cancel (Sections 1–2) or your rights regarding faulty items (Section 4), which continue to apply.

7. Refunds

Statutory cancellations (Sections 1–2). We refund within 14 days of being informed of your decision, to your original payment method, as set out in Section 1. We may withhold the refund until we receive the goods back or you provide proof of return, and we may reduce the refund to reflect any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Voluntary 30-day returns (Section 3). Once we receive and inspect your return and confirm it meets the goodwill conditions, we issue the refund to your original payment method within 14 days and notify you of the outcome.

Depending on your bank or card provider, it may take additional time for the refund to appear.

8. Exchanges

The fastest way to get a different item is to return the one you have (per this policy) and place a new order once your return is accepted.

9. Late or missing refunds

If you have not received an approved refund, first check your bank account and contact your card provider, as processing times vary. If you have done this and still have not received it, contact us at shine@frtlzr.com.

Model cancellation form (EU/EEA and UK)

(Complete and return this form only if you wish to withdraw from the contract. You can also cancel online at https://frtlzr.com/#widerrufsbutton.)

To: Just Beyond S.R.L., Str. Nicolae Titulescu 10, Sector 1, 011141 București, Romania — shine@frtlzr.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
— Ordered on / received on: __________
— Order number: __________
— Name of consumer(s): __________
— Address of consumer(s): __________
— Signature (only if on paper): __________
— Date: __________

This policy does not limit your statutory consumer rights.