In normal circumstances, should you find the quality of our product unsatisfactory, you may request an exchange within 7 days from the date you receive it. You are allowed to exchange it with a product of the same model number. If the same model is sold out or out of stock, you may exchange your product with another product of the same kind and same price.
Out of Stock:
We always keep sufficient stock of all products listed on the shopping menu. However, certain product(s) you order would by a slight chance run out of stock. In such situation, we will notify and discuss with you so that we can replace your order with another product of the same value. If that does not work out, we will give you a complete refund (note: refund is issued via the same method you placed the order)。
Return request must fulfill ALL of the following conditions:
Customer must submit a return request within 7 days from the date product is received;
Returned product must be purchased from estore.germanpool.com;
Customer should provide a reasonable cause when requesting a return;
Customer should return the unwanted product to German Pool either in person or by courier service;
Customer should be responsible for all transportation/courier costs incurred during the return procedure.
Your return request will NOT be accepted under any of the following conditions:
Return request is submitted over 7 days after the date product is received;
Product is scratched, contaminated or stained;
Product, its packaging and/or its accessories have been used, damaged, consumed or are incomplete;
Warranty card, user’s manual and/or purchase invoice are missing;
Product is damaged due to improper usage/operation;
Product has been altered.
Please call us (852-2487-1500) for your request of return to avoid any delay . We would like to listen what is your concern and assurance we always want to serve you in best way.
After discussion of the issue, we may need to seek your support of provide some images to proof for defect if any. Please submit it by email.
After both sides agreed to return, please return the goods back to the Company, you may choose:
(a) carry the returned goods in person
If you return the goods in person, the customer must also produce the invoice and bring the goods to the Unit A 20/F, Yip Shing Industrial Centre, No. 19 Yip Shing Street, Kwai Chung, Hong Kong.
(b) return the returned goods to the Company by way of courier (the freight shall be the responsibility of the customer).
If you are shipping by courier, please clearly list the “invoice number” on the courier note so that the staff can arrange for the goods to be returned. (Address: same as above)
Must be returned with the returned goods and its complete packaging material (including an outer box, styrofoam, backing paper, plastic, etc.) of the Company.
When the company officially received returned goods will be arranged after the replacement or refund.
Novel Basics reserve the final decision for either replacement or refund.