General Terms
This Policy sets out the terms and conditions under which customers may return or exchange products purchased from BURN online store. BURN reserves the right to modify this Policy at any time without prior notice, to the extent permitted by law. BURN reserves the right to refuse exchanges if the conditions of this Policy are not met. BURN reserves the right to enforce this policy and will not be liable for any legal action arising from its implementation.
By purchasing a product from BURN, the customer agrees to the terms and conditions laid out in this Goods Return and Exchange Policy. This acceptance encompasses an understanding and agreement to our exchange-only policy and the associated terms outlined herein.
Zero Refund Policy
BURN does not offer any cash refunds for any returned products, regardless of the circumstances. Instead, once the returned item is inspected and accepted, a credit note will be issued. This credit note can be used to purchase a new item. If the new item is of higher value, the customer will need to pay the price difference. If the new item is of lower value, the customer can select additional items to fully utilize the credit note amount. For items of equal value, a direct exchange will occur without the need for a credit note.
Eligibility for return and exchange
Burn Manufacturing will replace your ordered items if:
• The items are confirmed to be dead on arrival (not functioning due to factory faults or other reasons) in which case the product must be reported within 48 hours of delivery and returned to the closest Burn retain store within three (3) days of the delivery date.
• There are damages to the item not caused by mishandling by the final recipient.
• Faulty products (“Out of Box Failure”) is reported within 48 hours of the delivery date.
• Proof of purchase (original receipt or invoice) of the product is provided at the time of return.
The following products are not eligible for exchange:
• Products that have been used, damaged, or altered in any way. The appliance should be free of any visible signs of use including scratches, dents, or functionality tests. The customer must ensure that the appliance is returned in a condition comparable to its original sale state to facilitate the exchange process.
• Products that lack original packaging, accessories or documentation.
• Products purchased from any of our clearance sales points.
Replacement Process
To request a replacement, please call (insert contact number) and have your order details available. The following process will apply:
1. Inspection: The returned product will be inspected upon receipt to verify its condition. Any determination of that state will be made at the discretion of our team based on visual inspection and operational functionality upon return. Customers will be promptly notified if the product qualifies for an exchange.
2. Exchange: If eligible, the customer will be offered a replacement product.
3. Location: All exchanges must be conducted at one of our retail outlets located in [insert locations]. Exchanges will not be processed via our call center.
Return Shipping
• For replacements, Burn will cover the delivery cost of the replacement item. We will collect the faulty item(s), inspect them, and provide guidance accordingly.
• Burn Manufacturing will also cover the shipping and delivery costs for faulty products returned within the exchange period.
