Refund policy
1. Right of Withdrawal
As a consumer, you have the right to withdraw from your purchase within 14 days from the date of confirmed delivery, without giving any reason.
To exercise your right of withdrawal, you must notify us within this period. You may do so by:
- Registering your return via our returns portal: Return Portal, or
- Contacting us directly at hello@service-projects.com with your name, order number and a clear statement that you wish to withdraw.
2. Condition of Returned Items
Returned items must be unused and in original condition.
You may handle the goods to the extent necessary to assess their nature, characteristics and functioning, corresponding to what would be permitted in a physical store. We reserve the right to issue a partial refund if the goods have been handled beyond this.
Original packaging is not required to exercise your right of withdrawal, unless the packaging has an independent significant value of its own.
3. Return Shipping
If you exercise your right of withdrawal, you are responsible for the direct cost of returning the goods. This will be clearly communicated to you at the time of purchase.
Return shipping costs are non-refundable.
You are responsible for the returned goods until they are received and inspected by us. We recommend using a tracked shipping service.
4. Refund Processing
Refunds will be issued without undue delay and no later than 14 days from the date we receive the returned goods, or from the date you provide documentation that the goods have been handed over to a carrier for return, whichever is the earlier date.
Refunds are issued using the original payment method unless you have expressly agreed otherwise.
Original shipping costs are not refundable unless the return is due to a proven defect or error on our part.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact us as soon as possible at hello@service-projects.com with a description of the issue and relevant photos.
If the claim is justified, we will offer repair, replacement or refund in accordance with applicable consumer law.
6. Lost or Missing Shipments
If a shipment is confirmed as delivered by the carrier but has not been received by the customer, or if a shipment is delayed or misdelivered, an investigation must be initiated with the carrier.
Refunds or replacements will only be issued once the carrier has completed its investigation and officially confirmed the shipment as lost.
Carrier investigations may take several business days. During this period, no refund or replacement will be issued, as shipments are often located and successfully delivered following the investigation.
7. Incorrect Delivery Information
We are not responsible for failed delivery due to incorrect or incomplete shipping information provided by the customer. In such cases, any additional shipping costs will be charged to the customer.
8. Contact
If you have any questions regarding refunds or returns, please contact us at: hello@service-projects.com