Returns due to manufacturing defects

The consumer and user may return to LONGOODS, free of charge, any product that is defective or that does not meet the description made during a period of 14 days from the date on which the product was received. Taking into account the nature of the products purchased, the consumer and user will have a period of 14 days from the moment he/she became aware of the defect of the product to communicate it to LONGOODS through the contact channel enabled for this purpose, indicating the defective product or products, attaching photographs and other evidence that demonstrate the defects or lack of conformity of the products, as well as a detailed list of the defects found, the purchase order and any other additional documentation that provides identification of the purchase made by the consumer and user.

Once LONGOODS has received communication from the consumer and user and has analyzed the incident through its Quality Department, he/she will be informed as soon as possible whether or not the return of the product is deemed appropriate, taking into account objectively the nature of the product or the nature of the alleged lack of conformity or defect. In the event that the return is deemed appropriate, LONGOODS will indicate to the consumer and user how to send the defective product to its stores. The warehouse address is as follows:

Baiyi Xiang 21 Hao, Renminyiyuansushe B Dong 104(Mujian Warehouse), Quanzhou, Fujian, China.

However, LONGOODS will not, in any case, be responsible for products that are returned by the consumer and user without having carried out the process detailed above.

Each product to be returned must be unused or, in the event that the defect is found after normal and daily use, in the best possible condition, and must be returned together with all its labels, packaging and -if applicable-, documentation and original accessory elements that originally came with it. If the consumer and user does not proceed in this way, LONGOODS and, in particular, the Quality Department, will have to objectively assess the incident by determining whether the product is defective, taking into account its nature and the nature of the alleged lack of conformity or defect.

LONGOODS informs the consumer and user that, given the characteristics of the products, repairs cannot usually be carried out because it would be disproportionate. In the event that the characteristics of the specific product and the defect are possible to repair, the consumer and user will be expressly informed of this circumstance, giving him/her the option of choosing between replacement or repair. 

In line with the above, the consumer and user may replace the defective product with another of identical characteristics, without incurring any cost in replacing the product. If it is not possible to replace the defective product with another of identical characteristics, the consumer will be offered the possibility of choosing a new, similar model.

The delivery of the product with identical characteristics or the new model chosen by the consumer and user, as deemed appropriate, will be made within three (3) to five (5) working days from the date on which LONGOODS will confirm to the consumer and user the replacement of the defective product or the delivery of the new model.

In the event that the repair of the product cannot be carried out and the replacement of the product is not in accordance with the contract, the consumer and user may choose to terminate the contract.

LONGOODS informs consumers and users that the time limit for refunding the amounts paid depends on the method of payment that the consumer and user would have used when purchasing the product:

If the consumer and user has paid by credit/debit card, LONGOODS will refund the amount paid within fourteen (14) calendar days after the consumer and user has decided to terminate the contract.

If the consumer and user has paid by PayPal, LONGOODS will refund the amount paid within twenty-four (24)-forty-eight (48) business hours after the consumer and user has decided to terminate the contract.

 

Right of cancellation

The consumer and user will have the right to cancel their order placed remotely without giving any reason, for a period of fourteen (14) calendar days from receiving the product. The consumer and user may send the entire order or, if he/she prefers, may send any of the products that make up the total order and, all without penalty and without having to indicate the reasons.

The consumer and user shall bear the direct cost of the return to LONGOODS, whether he/she returns the entire order or decides to return only some of the products in the order.

In order to carry out the return, you should contact LONGOODS through the following URL https://longoods.com/pages/contact-us​. After receiving this communication, LONGOODS will indicate to you the best way to send the order to their offices or warehouses.

The consumer and user must send the product to the following offices/warehouses of LONGOODS:

Baiyi Xiang 21 Hao, Renminyiyuansushe B Dong 104(Mujian Warehouse), Quanzhou, Fujian, China. 

LONGOODS is not responsible for the courier company that the consumer and user contracts for the return of the order. LONGOODS recommends the consumer and user to require the courier company to provide proof of delivery once the courier has deposited the product at the offices of LONGOODS, so that the consumer and user has proof that the product has been correctly delivered to LONGOODS. LONGOODS is not responsible for the address where the consumer and user sends the order for return if this address is different from those indicated. LONGOODS may ask the consumer and user to send such proof of delivery for verification.

The costs for the return of the order (e.g. shipping costs through courier companies) will be handled directly by the consumer and user.

The product must be in perfect condition and with all its labels, packaging and - if applicable - documentation and original accessory elements that came with it. If the consumer and user does not proceed in this way or if the product has suffered any damage, the consumer and user accepts that the product may suffer a depreciation or that LONGOODS may refuse the exercise of the right of cancellation by the consumer and user.

Once LONGOODS verifies that the order is in optimal condition, LONGOODS will proceed to refund the total amount paid by the consumer and user.

If the consumer and user decides to return the order completely, LONGOODS will refund the consumer and user the totality of the amounts paid by him/her (including shipping costs related to the delivery of LONGOODS to the consumer and user).

If the consumer and user wishes to return only one or some of the products which were part of an order, LONGOODS will not be able to refund the shipping costs which the consumer and user has paid for the entire order.

LONGOODS informs consumers and users that the time limit for refunding the amounts paid depends on the method of payment that the consumer and user would have used when purchasing the product:

If the User has paid by credit/debit card, LONGOODS will refund the amount paid within fourteen (14) calendar days after the consumer and user has decided to terminate the contract.

If the consumer and user has paid by PayPal, LONGOODS will refund the amount paid within twenty-four (24)-forty-eight (48) business hours after the consumer and user has decided to terminate the contract.

In any case, LONGOODS will refund the amounts paid as soon as possible and in any case within fourteen (14) calendar days from the date the consumer and user have informed of their decision to withdrawal from the contract. 

In the case of promotions applicable to the purchase of separate items that include an additional product, including but not limited to 2 for 1, 3 for 2 or any other promotion involving the delivery of an extra product free of charge or at a reduced price, if the consumer and user decides to apply his/her right of cancellation on his/her purchase, this right will have effects on all products provided as part of the promotion.

If a new product is defective under normal use, consumers are entitled to the legal 1-year warranty, which includes three options: exchange, repair or a voucher proportional to the amount paid to be redeemed at the store, at the consumer's choice. 

 

Product Exchange Policy

LONGOODS does not permit the exchange of a product purchased by the consumer and user for another product offered on the Website.

In the case that the consumer and user wants to exchange a product, he/she must exercise his/her right of cancellation from the product as set out in clause 2 and subsequently purchase the new product he/she wants.

 

Contact us if you have any questions:

You are our priority, we will strive to make you happy and respond to all customer service messages 7 days a week.

Email: info@longoods.com

Phone: + 44 20 3290 6951

Address: 14-16, Great Portland St, London W1W 8QW, United Kingdom