IMPORTANT INFOS
Dear customer!
Normally you will not need all of these! We delivery quick and on time! Should it comes nevertheless to problems (transport damage, replacement, faulty delivery, ...), please note the following important points in your interest to grant you a quick settlement.
Contact
Please remark and keep available the order number (you will get this number with the automatic mail order confirmation shortly after your order) and name of the billing address when you get in contact with us by mail or phone. You can reach us Monday through Friday from 9.00-12.00 and 15:00 to 18:00 CET under our phone number +433682229527 to the standard landline of the Austrian Telecom. For all desires, questions and suggestions before receiving the confirmation of order please contact office@sportsprofi.com, after receipt of your confirmation of order or invoice, please get in contact with us through order@sportsprofi.com .
Ordered goods are not available, longer delivery time as indicated
Should it come contrary to expect to a delivery problem by our supplier after your placed order, for example the delivery time will extend and is not as indicated on our site or an item you have bought is sold out our customer service will contact you within 24 hours for clarification. In the meantime, of course, we are already working on a solution of the problem.
Money transfer
Please always mention the name of the billing address and order number. This allows us to easily assign the payment of your order, thus faster shipping. Please make payment in advance and EU standard bank transfer only after receipt of the order confirmation.
Tracking of a parcel
Once you receive your invoice via e-mail your goods have been shipped. In this e-mail information you will find your tracking number with this you can easily track your parcel online. In some exceptional cases, such as direct shipping from the supplier, from partners, we can not make available this number automatically. We apologize in this case for the inconvenience. By shipping with a forwarding agent an online delivery tracking is unfortunately not possible, too. However, before handing over of the goods by the forwarding agent you will get a phone call through the forwarding agent one day before handing over.
GLS parcel service
http://www.gls-group.eu/276-I-PORTAL-WEB/content/GLS/NL99/EN/1.htm
DPD Parcel Service
http://www.dpd.at/?lang=en-GB
Österreichische Post AG / EMS
http://www.post.at/en/index.php
UPS
http://www.ups.com
Standard delivery time is exceeded
If your parcel upon receipt of invoice (invoice date = shipping date) + estimated shipping time of your country does not reach you, please contact us immediately via order@sportsprofi.com . We will get immediately in contact with our shipping partners to clarify the whereabouts of the parcel and notify you immediately. Here you see the usual transit time for parcel delivery or forwarding shipping: costs for delivery and dispatch
Transport damage
Obvious transport damage
If you are facing an obvious transport damage please always note it on the confirming acceptance of the delivery courier. Always accept the ordered goodsand store the packaging for the insurance of the courier!
Hidden transport damage
You notice the transport damage by unpacking of the goods. Here are the same rules valid. Do not throw away the packaging and inform us as soon as possible and document the damage with images to order@sportsprofi.com . We please you in both cases to complain the transport damage immediately to our customer service. We will contact our shipping partners immediately, too and will get in contact with you in a short time to solve the problem and advice you how to proceed. Attention there is a period of three days to claim hidden transport damages to our transport partners, so please unpack and check within three days.
Returns general
Return address is always our company address, except the customer service tells you a different return address. Please properly wrap packages. Please never paste original manufacturer's packaging, this leads to impairment, and a discount on the refund to you. For informed returns where we take the postage you will receive a return number, write it outside on the package. Please choose the cheapest way of return, although we will take the costs of return. This is usually the one with whom we have sent you the package. When the returning has been shown to us per e-mail according to cancellation, exchange, faulty delivery, partial restitution, we need only your name on the package, there must be no letter included in the parcel.
Withdrawal
If you do not like the ordered product and you want to assert your right of withdrawal, you must inform us about your return within 14 days to order@sportsprofi.com . We need the name on the billing address and order no. Please sent the returned goods immediately, you must bear the costs of returning. Attention, prepaid packages will not be accepted by us! After receiving of the goods, we will transfer the purchase price plus the postage to you. When paying with Paypal, credit card, we can automatically debit the amount against. For all other payments such as Sofort Banking, EU Standard Bank transfer, cash on delivery or payment in advance we need your bank data, for customers in a foreign country outside Austria we need IBAN and BIC.
Exchange
We grant you a 14-day right of exchange. Please inform us about your exchange within the period to order@sportsprofi.com with the order number and the name of the billing address. For the further procedure you will be informed from the customer service. General rule, you must bear the return postage, we overtake the postage of replacement goods, in other words you will get a free replacement delivery.
Faulty delivery
Should there ever be a delivery failure on our part, please inform our customer service with the order number and the name of the billing address to order@sportsprofi.com . Please briefly describe faulty delivery and maybe document it with a picture. We assume, of course, both shipping costs. However, please never return without approval by us non-free packages, they will not be accepted without a return number.
Partial return
You have ordered several goods and do not want to give back all goods. No problem. We ask you to inform us about your partial return mention your name and billing address to order@sportsprofi.com . Please send goods back immediately, you must overtake the cost of return. Attention prepaid packages will not be accepted by us! After receiving of the goods, you will receive the purchase price of the item refunded by us. When paying with Paypal, we can automatically debit the amount against. For all other payments such as credit card, Sofort Banking, EU Standard Bank transfer, cash on delivery or payment in advance we need your bank data, for customers in a foreign country outside Austria we need IBAN and BIC.
Warranty, defects discovered on the goods
Should you discover defects on the goods or it is a warranty case, please provide us with as many information as you have on the basic of photos and send them to order@sportsprofi.com . The better it is all documented to our customer service, the faster we can make a decision in your favour. We always try to settle complaints quickly and without bureaucracy.
