Returns Policy

 

Customer satisfaction after any purchase order placed with Filter-Outlet is our top priority.


Therefore, if you wish to return an item for whatever reason you may contact us by email within 15 days after receiving an item stating the reason for return.
We are unable to accept any item returned for refund without obtaining a return authorisation number.


All returned items must be sealed, unused, unmarked, and still have their original packaging including all accessories (original parts, manuals, gift vouchers and free gifts if any), labelling attached and the original invoice.


The card used for the purchase will be credited with the original purchase amount (less any delivery charges paid and restocking fees where applicable). Filter-Outlet refunds the purchase amount within fifteen days from the date of receiving the returned item(s).

 

Received an Incorrect Item

1. Send us an email including your order number and the name / part number of the incorrectly shipped item.
2. We will ship the correct item (at our expense), and pay for the return of the incorrect item.


Notes:

  • No returns will be accepted without obtaining a return authorisation number.
  • Once you receive an email containing a return authorization number and instructions, the item must be received by our returns department within 7 days of the sent email. We are unable to accept returned items after this time.

 

Received a Damaged or Defective Item

1. Send us an email including your order number and a description of the damage to receive a return authorisation number.
2. We will ship a replacement item (at our expense) or issue a refund for the damaged item once the goods have been received and inspected.


Notes:

  • All claims for damaged goods must be made within 48 hours of delivery.
  • Please note that it takes us 5 to 7 business days to process returns once they arrive at our office.
  • We will issue a refund in the same form of payment originally used for the purchase within 30 days after receiving a returned item.

 

Lost Shipment

In additional to the estimated delivery time, please wait an additional 5 working days (France, Monaco & Andorra) and/or 10 working days (Europe and Overseas) should you wish to report an item as lost.


1. Send us an email including your order number.
2. We will investigate the shipment and contact the shipping company if needed.
3. Once the postal service provider confirms that the shipment has been lost (this can take up to 15 days for the carrier to confirm), we will ship a replacement product (at our expense).

 

Want to Return an Item

1. Send us an email including your order number and the reason for your return.
2. We will email you instructions, along with a return authorisation number.


Notes:

  • Customer must contact us immediately or within 15 days after receiving the item(s).
  • Returned items must be sealed, unused and still have their original packaging including all accessories and labelling attached.
  • We recommend that any returned items are sent by registered post as proof.
  • Customer pays for return shipping charges.
  • Shipping charges are not refundable (including the shipping charge paid when placing the order).
  • Due to the nature of the product, a 15% restocking fee will be deduced from the refundable amount to cover an inspection to verify that the filter is unused and safe to re-enter our stock.
  • All returns must be returned within 7 days of receiving your return authorisation number. Returns received after 7 days will be discarded, and no credit will be given.

 

Right of Withdrawal

By European Union law, customers in the EU have the right to withdraw from the purchase of an item within fourteen (14) working days after receiving the product(s) without giving any reason and without penalty, except the cost of delivery where applicable and returning the goods.


1. Send us an email including your order number.
2. We will email you instructions, along with a return authorisation number.


Notes:

  • Customer must contact us within 14 days after receiving the item(s).
  • Returned items must be unused and still have their original packaging including all accessories and labelling attached.
  • Returned items must be sent by registered post.
  • Customer pays for return shipping charges.
  • Shipping charges are not refundable if applicable.
  • All returns must be returned within 7 days of receiving your return authorisation number. Returns received after 7 days will be discarded, and no credit will be given.

 

Exchange of Products

1. Send us an email including your order number, and the filter model number and quantity you wisch to exchange.
2. We will email you instructions, along with a return authorisation number.


The exchange may be made within the limits of available stock.

1) If the price of the desired item(s) is higher than that of the returned one, Filter-Outlet will send you a request for payment of the difference via PayPal (note that you do not require a PayPal account).

2) If the exchange is requested for an item(s) of lesser value, Filter-Outlet will refund the difference.


In all cases, the postage for sending the returned and the new item(s) will be borne by the customer (the non-discounted shipping rates are applicable).

 

Non Returnable Items:
  • Items not returned in the condition they were received.
  • Items that have obvious signs of use (including increased weight and higher moisture content).
  • Items without prior authorisation and a Return Authorisation Number.
  • Items that you received more than 15 days ago.
  • Items that are returned more than 7 days after returns authorisation number is issued.

 

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