10. If there is a problem with a product
Defective Products. If a Product you have ordered is not as described, is flawed or of a lower quality, you can return it to us and we will liaise with the Retailer on your behalf. Once the Product is received by the relevant Retailer you will receive a full refund of the defective Product, or alternatively a discount, replacement or repair for the item where possible, agreed on a case by case basis by us. We will refund you any applicable delivery charges and any reasonable costs you incur in returning the Products (we will advise you whether the Products will be collected from you or whether you need to arrange for them to be returned). If you are unhappy with the Product you were sold by a Retailer, you should contact us and we will liaise with the relevant Retailer on your behalf to try and resolve the issue. Please note that if you return a Product, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included then you will be responsible for reclaiming duty directly from your local customs office.
How to contact us. If you have any questions or complaints about the Product, please contact us. You can contact the Customer Services team using the Parade messaging service (located at the bottom-right of the website) or write to us at firstname.lastname@example.org.