Shipping and Refund Policy
We aim to ship in-stock products within 1-2 business days.
You’ll receive an ‘order confirmation’ email once you place your order. After your order is shipped, you'll receive a 'shipping confirmation' email containing a tracking number of your package.
CUSTOMS AND IMPORT FEES
What is Customs Duty?
Let's start from scratch. We ship our orders from Slovenia. All orders made from countries outside of the EU can't simply be shipped freely from country to country. When goods are imported into a different country or customs territory, there is a charge called Customs Duty that must apply. This is charged by the local customs authority where the goods are being imported into and is not covered by the shipping costs charged in our web store.
If Customs Duty is payable to your territory, you'll be responsible for paying it to the authorities, so Besistem d.o.o. (WrumerSound) isn't involved in this process. Whether Customs Duty is payable, and by how much, depends on a whole lot of different things. For example, many countries have a 'low value threshold' below which they do not charge any Customs Duty. To find out if your country is one of them, please contact your customs office.
If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported. It's impossible for us to determine customs charges as they vary from country to country and state to state.
And if I don't pay the Customs Duty?
Well, if, for whatever reason, you refuse the customs fee and the parcel is returned back to Besistem d.o.o. (WrumerSound), a shipping cost and handling fee will be deducted from your refund total unless you have emailed us letting us know beforehand.
If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more info before placing your order.
We're sure you're going to love WrumerSound, but if you unpack it and find out that it somehow doesn’t meet your expectations and it isn’t right for you, you should send us an email to firstname.lastname@example.org immediately, so we can check and authorize the return. You have 30 days from the delivery date to inform us about your order cancellation and 7 days to bring your return to the post (it needs to be postmarked within these 7 days). To be eligible for a return, your item must be unused and in the same condition that you received it. In case you return a damaged item, a flat 10€ fee will be deducted from the refund amount.
If a package is returned due to it being unclaimed, refusal of paying the customs charges or providing an incorrect shipping information, the customer will not receive a refund of the shipping costs unless they have emailed us letting us know beforehand.
Please keep in mind that we are not able to directly exchange goods so if you decide you would like a different product please get in touch with us and you will receive further information.
Depending on the original payment it may take a few weeks to see the refund on your account.
RETURN SHIPPING FEES
Please note that you are responsible for paying the return shipping costs.
Please contact our customer support regarding the reason of your return/exchange.
Upon confirming your return or exchange with our customer support team, you will receive further instructions.
In an unlikely event that you receive a flawed product, please send us an email at email@example.com with images documenting the flaw you discovered within 7 working days of the delivery date. We will inspect each complaint individually and replace the flawed part if discovered that replacement should take place.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
In the rare case your order is "lost or significantly delayed" we will issue a refund. We determine a package is "lost or significantly delayed" if it hasn't been delivered in double the predicted shipping time.
For example, if you order to the USA and the predicted shipping time is 7-14 working days, we will issue a refund if the product hasn't arrived in 24 working days.
STILL HAVE ANY QUESTIONS?