We know that sometimes the product isn't exactly what you imagined or the flavor isn't as expected. At Pluribrands, we apply the same efficiency from shipping to the return process. Our goal is to resolve the situation quickly so you can get back to enjoying your purchase.
Our Policy (The Smart Customer Summary):
- Deadline: You have 30 days after receiving your order to request an exchange or return. We voluntarily extend the legal 14-day period because we trust the products we sell.
- Condition: The product must be new, unused, and in its original packaging (just as you would like to receive it).
- Cost:
- Return due to Defect or Our Error: Zero cost to you. We organize the collection and new shipment at no charge. The exchange is made at the same time: the courier delivers the correct product and collects the defective or incorrect one during the same visit. For this to be possible, we ask that you have the product ready for handover at the time of the courier's visit — otherwise, the exchange cannot be completed and a new date will have to be scheduled.
- Return by customer's initiative: The customer covers the shipping cost to our warehouse.
How to Start the Process (Step by Step):
- Access Your Account: Go to "My Orders" and click "Return".
- Select Option: Choose whether you prefer a Refund or a Voucher (the fastest option).
- Prepare the Box: You can reuse the MultiGoods box in which you received the product (it was designed for this!). Attach the label we will send you by email (if we are covering the cost) or attach the label from the carrier you will be using yourself.
- Reception and Validation: Once we receive the return, we will validate the conformity of the delivered products and then contact you to finalize the return.
MultiGoods Satisfaction and Return Policy
Our commitment: If you are not satisfied, we have not fulfilled our mission. Customers have the right to withdraw from the contract within 14 consecutive days, without providing a reason, as long as the product is in its original condition.
Return Steps:
- Request: Access your Customer Area, navigate to "My Orders," select the order in question, and click "Return." The process is fully automated — there is no need to contact support to start a return.
- Product Condition: The item must be sealed (in the case of coffees, teas, or food products for hygiene and safety reasons), with the original packaging intact and showing no signs of use.
Return Logistics:
- MultiGoods Error or Defect: We take responsibility for the collection and the cost.
- Customer Withdrawal: The customer bears the cost and sends the item to our central warehouse, or we can request a collection with the cost deducted from the final refund.
- Inspection: Once the volume arrives at our warehouse, it is inspected by the team within 48 hours.
- Refund: Issued via the same payment method or as a Voucher (so the customer stays in the Virtuous Cycle), according to preference.