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REFUND POLICY
Here at Libertini, “customer service is our priority, customer satisfaction our goal”. If you are not 100% happy with your purchase, then neither are we! That is why we offer our customers a no quibble refund of the purchase cost of any item, provided that the item is returned to us within 7 days of purchase in its original, resaleable condition. Unfortunately, as we are a small business, we do ask customers to note that we are unable to offer a refund of postage costs incurred, either during the original sale or return process, unless:
· we have misled buyers as to an item's quality or purpose.
· we have mis-described an item in one of our listings.
Under such circumstances, we will, of course, fully refund the item's purchase cost and all postage costs involved in its original sale and return.
We make every effort to ensure that we accurately describe our items and to include such information as size, shape, colour and materials used in their composition. We also describe any differences between the photographic image and the actual colour or texture of the item, as it can often be extremely difficult to capture a "true to life" representation for listings. We also urge buyers to appreciate that our items are handcrafted, involve the extensive use of recycled and natural materials and will not, therefore, have a machined, mass produced, uniform appearance. For our regular buyers, this is what constitutes their appeal and individuality.
POSTAGE AND PACKAGING INFORMATION
What happens if my item gets lost or damaged in the post?
Although we take every care to securely package our goods and to get them to our customers in perfect condition, some items will inevitably go missing or suffer damage in transit. We offer trackable mail services, which will ensures that both seller and buyer have a clear starting point from which to start in the event of any problem. This also meets Paypal's seller's protection policy criteria and allows for any claims to be settled quickly and efficiently. We offer cheaper alternatives for items under £10.00, but do insist that items over this amount travel by Recorded Delivery or Special Delivery as appropriate. We do ask customers to note that the cost specified on our listings is all-inclusive, covering postage, packing and handling charges – it does not refer to the postage cost alone.
What postal services do you use?
· Within the UK, for items up to the value of £34.00 we use First class or First Class Recorded Delivery. For items over this value we use Royal Mail Special Delivery.
· International sales will be shipped using either Airmail, International Signed For or Airsure.
How do I know that I’m getting a fair deal?
We never boost the sale value of our items by inflating postage costs to the buyer or avoid eBay listing fees by listing for 0.01 and charging £5.00+ for the item via postage. We ask a fair starting price for each piece, pay eBay the appropriate costs of listing and leave our buyers to assess its closing value.
MATERIALS AND QUALITY CONTROL
Buyers can be assured that every care is taken to produce quality artworks and jewellery. Although we make extensive use of recycled and reclaimed materials, we use only new electrical fittings in our lamps, which fully comply with CE legislation. Also, we only use new jewellery findings, thong and chain. These are sourced from reputable suppliers, all of whom assure us that their findings and chains conform to EU directives relating to low nickel content. We make a point of stating in our listings whether the metal used in the product is, for example, silver or silver plated, gold or gold plated, nickel backed, copper, brass or other metal. We also state whether the thong material is leather, waxed cotton or ribbon. This allows our buyers to make an informed decision, prior to purchase, if they have any known sensitivity to a particular metal or other material. In terms of customer service, we feel that it is good practice to provide as much information as possible. We cannot, however, be held responsible for any adverse reaction which might occur as a result of the buyer not reading this information thoroughly, or for unknown sensitivities that the buyer may have to any metals or other materials. If, however, a customer does suffer any mild sensitivity, we will happily exchange their item of jewellery for something else that they can wear.
We also clearly state the use of each product on our listings and cannot be held responsible for customers using items for purposes other than for which they were listed and sold.
FEEDBACK
Unlike many sellers, we do not wait until our buyer has given us positive feedback to give them theirs.
· Providing that the payment has been prompt - within seven days of the auction's conclusion - and everything is in order for us to dispatch and conclude the sale, we will leave positive feedback.
· All we ask in return is that positive feedback is reciprocated if the buyer is happy with their purchase.
· If, however, the buyer is dissatisfied with any aspect of the sale, we would strongly urge that he/she communicates with us before leaving negative feedback. Please email us with any queries or complaints and we will be more than happy to negotiate with you in an attempt to resolve any problems. We strongly believe that negative feedback and dispute situations should always be a last, not a first resort in any transaction.
THANKS FOR LOOKING AND HAPPY BIDDING!
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