Terms and Conditions

These General Terms and Conditions apply to all contracts entered into with REFINE, Okutex AG, Hintere Poststrasse 12, 9011 St.Gallen, Switzerland (“REFINE”). You acknowledge these terms and conditions in the version valid at the time of placing the order in the context of the order process.

Conclusion of Contract and Delivery of Product

All contracts concluded over www.refine-store.com are entered into with REFINE. By clicking the "purchase" button the customer has made a binding order. A binding contract is entered into when you received the order receipt.

The ordered products are delivered as soon as we have received the customer's payment in full.

The seller shall not be liable for delays in delivery caused by third parties.

REFINE’s performance is an obligation to send. REFINE’s obligation is fulfilled with the handover of the ordered product to the transport company. After dispatch, the risk of accidental deterioration and accidental loss of the product passes to the customer. REFINE is not responsible for any fault of the transport company used.

Tax, Custom Duties and Shipping Costs

The prices quoted at the time the order is placed apply. For orders inside the EU and Switzerland the prices quoted are final prices, i.e. they include the statutory VAT at the time.

Shipping costs, custom duties and all other occurring costs are not covered by REFINE and must be paid by the customer in full.

Please note that all shipments outside the EU may be subject to Import Duty/ Tax/ VAT which are levied once the shipment reached your country. 

As we have no control over these charges and cannot predict what they may be, additional charges for customs clearance must be paid by the recipient of the parcel. Such charges are not included in the purchase price of REFINE products. We will not be responsible for the payment of any Import Duty / Tax / VAT under any circumstances.

We are not able to offer a refund for returned goods which are returned because the customer wishes to avoid paying any customs duties imposed.

When ordering from REFINE you agree to pay any Import Duty / Tax / VAT which may be imposed by your country's government. If you refuse to pay any Import Duty / Tax / VAT imposed and thereby prevent delivery of your order you will remain liable for the purchase price of the order and any Import Duty / Tax / VAT or penalty imposed by your government.

Returns and Exchanges

We hope that you love your REFINE pieces, however if you are unhappy with our products, they can be returned to us within 14 days of your order being delivered. All sales will be final after 14 days of purchase. 

Returns and exchanges on discounted products are only possible if the sale is not marked as Final Sale. If you are buying a product as part of a promotion (e.g. profiting from a discount when spending a minimum order value or a minimum amount of quantities) and you wish to only return some of the goods in your order, the refund will be subject to the promotion terms and should the requirements for the promotion not be fulfilled after your return, your refund will be adjusted to reflect the original price of the goods you have kept from the same order (e.g. you are not eligible for the promotion anymore).

Exchanges

Unfrotunately exchanges are not possible. If you wish to exchange an item you will have to return it and place a new order.

Returns

For returns of your order please follow these steps:

  • Email orders@refine-store.com and quote ‘Return’ as well as your unique order number and reason for return within 14 days of your order being delivered.

  • You can choose between a refund or a store credit

  • REFINE charges a 30 EUR handling fee for returns which will be deducted from your refund. Unfortunately this fee is necessary to cover our expenses related to returned goods (e.g. return shipping cost, dry cleaning, stock management etc.) This fee will be waived on returns for store credit.

  • For the US and UK REFINE offers to arrange a collection for your return and if required send you a return label. For all other countries the customer will have to send the return back to us themselves.

  • You have the option to send the item back to us yourself with a courier of your choice. Please make sure to use an insured shipping method and keep a tracking number for your records as we are unable to refund or exchange items that are damaged or lost in the post.

  • In this case goods must be received back to us within 14 days of the return being granted.

  • Goods should be returned unused and packaged as per the original order with all the original inner and outer packaging. Failure to do so can result in deductions being made to the value of the refund or a refund being refused.

  • If items meet our return terms, the sum debited from your credit or debit card will be re-credited to your account as soon as the goods are received and processed, excluding the initial shipping cost and the 30 EUR handling fee. If you opt for a store credit our customer care team will send you a credit note for the value of the items being returned excluding the initial shipping costs.

  • Please note we do not refund shipping costs, taxes or duties incurred. 

  • Please note it can take up to 30 days for the money to appear in your account. 

If you have any further questions regarding returns and exchanges please feel free to send an email to orders@refine-store.com.

Faulty Items

Returns of faulty items will only be accepted if the goods were faulty when delivered to you. 

We take every effort to check your purchase thoroughly before dispatching. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for items that have been damaged during washing if our care instructions have not been followed. 

Returns of faulty goods must be returned to us within 14 days of being received. If we cannot offer you a replacement, you will have the choice of a credit note or refund to your card to the value of the item at the time of purchase.

Please note it can take up to 30 days for the money to appear in your account.

Ownership of Rights

All rights, including copyright, in this website are owned by or licensed by REFINE. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of REFINE. You may not modify, distribute or re-post anything on this website for any purpose.

Limitation of Liability

REFINE does not guarantee that access to this website will be uninterrupted, that this website will be free from viruses or that this website cannot be tampered with by third parties. This website and the information are provided on an ‘as is’ basis, with no warranties of any kind whatsoever, either express or implied, including, but not limited to, any warranties or any implied warranties of merchantability or fitness for a particular purpose. Use of this website and the information is entirely at the user’s sole risk. In no event will REFINE be liable for any damages whatsoever arising out of or related to this website. Your sole and exclusive remedy for dissatisfaction with this website and/or information is to stop using the site and the information.

Accuracy of Content

Whilst all reasonable efforts have been made to ensure the accuracy of content, no responsibility can be taken for any error or omission.

We try to display the products on our website as accurately as possible but please note that photography can sometimes alter the color of items. Also as computer monitors, tablets and mobile devices vary, we cannot guarantee that colors will be exactly as they appear on your device. We cannot accept any responsibility for any variation in color caused by the browser software or computer system used by you.

Privacy and Use of your Information

REFINE saves email addresses from correspondence we receive. We also collect information regarding the pages users access and information provided to us by users via surveys and site registrations. Such information may contain personal data including addresses, phone numbers, credit card numbers etc. We are not allowed to disclose such personal information without your written permission. However, certain information collected from you and about you is used within the context of providing the service. The information we collect is not shared with or sold to others, except under certain circumstances whereby your use of the service is deemed to provide us with valid consent for disclosure.

This would be in order for us to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of REFINE terms of use, or as otherwise required by law.

REFINE does not share personal information about you with other companies except to provide products or services you’ve requested, or when we have gained your permission.

Security

The security of your personal information is important to us. When you enter sensitive information, such as a credit card number on our registration form, we encrypt that information using secure socket layer technology (SSL). We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. However, no method of transmission over the internet, or method of electronic storage, is 100% secure. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security. If you have any questions about security on our website, you can send us an email at tellmemore@refine-store.com.

Disclosure

REFINE may disclose personally identifiable information under special circumstances, such as to comply with court orders requiring us to do so or when your actions violate the Terms of Service.

Changes to the Terms and Conditions

REFINE reserves the right to change, update or replace any part of these Terms and Conditions at any time without notification.

Questions

Please send us an email at tellmemore@refine-store.com if you have any questions about these Terms and Conditions.