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We at Amato Direct endeavour to give you best service possible. However at times errors do occur and set out below are the procedures you should follow to help us resolve your problems as quickly and as efficiently as possible.
Informing us of an Error
If you have a problem of any kind with your order be it faulty items, wrong items delivered, items short in your delivery or your order has not been delivered after 28 days you should send an email to [email protected]
This email must include the following information: -
a) Order number
b) Description of problem e.g. Faulty product (nature of fault), Sent In Error (what item/s were sent in error), Shortage (what item/s were short) or Order still has not been delivered
YOU MUST EMAIL US WITH THE ABOVE INFORMATION AND AWAIT A REPLY BEFORE RETURNING ANY ITEMS TO US
The following sections explain our policy with regard to various problems that may be encountered: -
If items were not ordered or are found to be faulty
If items were sent to you instead of the items ordered (sent in error) we can do one of the following: -
a) allow you to return the items that were sent in error or faulty and we will send the correct items or non-faulty items free of charge
b) allow you to return any sent in error items or faulty items to us and receive a full refund including the postage and packaging cost for that item
You should ask the post office for proof of post. Goods must be returned to us within 28 days of delivery.
If the item was ordered by yourself in error
If you ordered an item by mistake we will refund you the cost of such item upon its return to us. We will not however refund you the cost of postage and packaging. The item will also be returned to us at your expense.
If your order has not been delivered
If your order has not been delivered within 28 days of dispatch we can do one of the following: -
a) offer you a full refund including postage and packaging costs
b) supply your order to you again free of all costs
In the event that the order was not delivered due to you supplying incorrect delivery details or due to no-one being at your supplied address upon delivery or you failing to collect from any collection depot the order can be supplied again but at the original cost including postage and packaging costs.
Other Reasons
If you are not satisfied with the items you have ordered for any other reason than the above we will give you a full refund upon return of the items with 28 days of dispatch by ourselves. We cannot in this instance refund you the postage and packaging costs and the items shall be returned to us at your cost.
Your Statutory Rights are not affected either by ordering from us or by us refunding you.
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