Returns & Complaints

General advice regarding your order
We kindly ask you to immediately verify, if your order is damaged in any way after having received it. Upon arrival of your products, please make sure, the packaging is complete and that the ordered devices are working appropriately. During the 14-day return period we ask you to handle the goods, the accessories and the packaging with care. It would also be advisable to retain the overpacking until you are sure that it definitely is the right product for you.

Delivery of defective or damaged goods / transport damage
If damage is already detected on arrival of the parcel, the delivery of the goods can be refused. If that´s the case please inform us why you didn´t accept the delivery; that gives us the chance to supply you with a replacement as soon as possible. Should you notice any defects on the device or that your order is incomplete, please contact us immediately by mail at office@friendlyhouse.at. If these defects are due to a transport damage, please take a picture of the device and the packaging and send them to us with a brief description. Transport damages must be reported to us within 2 days! If the damages are not caused by transport, then the statutory notification of defects within the warranty is applied. You can find more information on this topic in the "3 Year Friendly House Warranty" section.

The delivery does not fit the order
In case the received products do not correspond with the ordered goods, please contact us immediately by mail at office@friendlyhouse.at! We will promptly pick up the wrong product and send the right one to you. It is, of course, in our interest to avoid such confusions. However, should such problems occur we apologize for any inconvenience.

General information for goods return and return shipping
The following conditions apply for any return of ordered articles: The goods must be shipped in their original packaging and in an overpacking, including all accessories. The overpacking has to be stable in order to protect the product(s). The original packaging itself must remain intact - no shipping labels or other labels may be placed on it. Returned items must be in perfect condition; they should not have any damaged foils, scratches, dirt, damaged packaging and no missing styrofoam. If the condition of the returned goods is not perfect a reduction in value must be made. Items excluded from return are: computer software (if the seal on the packaging has been removed) and products we cannot take back for reasons of hygiene or for health reasons (Headphones, In-ear headphones). 

Shipping costs for returns are at your own expense and must be made independently.

Refund of purchase amount
As soon as we have received your returned product, it´s state will be checked by us according to the above-mentioned conditions. If the device is in perfect condition and in its original packaging, we will immediately refund the purchase amount including possible shipping charges it might have caused. The payment method you have chosen will be retained so that payments made by credit card or PayPal will be credited back to them. All other payments are refunded via bank transfer.
If the device shows wear marks or other defects in packaging or contents, we must at least make a value reduction. The amount depends on the condition of the device. Of course, we will inform you about any value reduction before refunding.

Warranty & Guarantee
If your device is defective, there are five different scenarios that may apply. Depending on the scenario, we can help you in different ways and find a solution to your problem.

Scenario 1:
You have just bought the device from us and soon discover a problem. The defect of the device is already present at the delivery.
Solution:
Please contact us, so that we can arrange the return of the defective device by DPD pickup free of charge. You will receive a replacement device.

Scenario 2:
The defect of the device occurs within the first six months after delivery. In this case, the principle of reversing the burden of proof applies.
Solution:
Please contact us, so that we can arrange the return of the defective device by DPD pickup free of charge. The damage then will be checked. In case of a validation, the device is either replaced or repaired. If the defect is the customer´s fault, we will arrange a cost estimate for the repair.

Scenario 3:
The defect of the device occurs after six months. In this case, the warranty applies.
Solution:
Please contact us to explain your case. We ask you to send us the defective device at your own expense. Please note the details in our section "Returns and Complaints”. The damage will be checked and in the case of a validation, the device is either replaced or repaired. If the defect is the customers fault, we will arrange a cost estimate for the repair.

Scenario 4:
The defect of the device occurs within the "3 years friendly house warranty".
Solution:
Please contact us to explain your case. We then ask you to send us the defective device at your own expense. Please note the details in our section "Returns and Complaints”. The damage will be checked and in the case of a validation, the device is either replaced or repaired. If the defect is the customer´s fault, we will arrange a cost estimate for the repair. Please note the warranty conditions in the section "3 years friendlyhouse warranty".

Scenario 5:
The defect of the device occurs after the warranty time has expired.
Solution:
Please contact us to explain your case. We ask you to send us the defective device at your own expense. Please note the details in our section "Returns and Complaints”. Upon receipt of the defective device, you will receive a paid cost estimate from us.

Defects of the product within the warranty period
If problems occur within the warranty period, please note our general information for goods return and return shipping.
Replacement or exchange is only possible if the original packaging is flawless (no glue, notes etc.). Any differences from the original condition cause either a refusal of exchange or a value reduction. Please do not ship your defective products without prior agreement with us! Often we can help you to solve the problem on the phone. Should a submission of your defective device be necessary, then the following applies:
Contact us at office@friendlyhouse.at and request a DPD return ticket. Please inform us in detail about the defect. As soon as you have received the return ticket, please print and attach it to the shipping box in a clear and distinct way. In addition, we will arrange a peronal DPD-pickup for you. If you decide to ship the goods differently than with our return ticket, we cannot pay any compensation. If receiving the shipped goods causes us any costs, we will accept the package but charge you for the expenses. In the case of a valid warranty, we will of course pay for your shipping costs. If the defect is not a deficiency in terms of warranty or in terms of warranty obligation, we can offer a cost estimate for the necessary repair. If no defect can be found, the inspection costs (at least 50 Euro incl. VAT) plus shipping costs also need to be paid by the customer.

Purchase rescission in case of defect equipment
If you have received a device that seems to be defect and you do not want to have an exchange or a repair, you can make use of your 14-day right of withdrawal. In this case the procedure is as follows: As soon as we have received your return, we check the device in our service department. Should there be any doubt about the cause of the defect, we reserve the right to send the device to an authorized repair shop for inspection. If the defect isn't the client´s fault, we will refund the purchase amount immediately. If the customer is responsible for the defect, we must insist on the payment of the repair costs or a reduction of value of the device upon return.