1. Three different situations
Withdrawal
A consumer changes their mind within the legal period and there is no defect.
Lack of conformity
The product does not work, does not match what was agreed or has a covered defect.
Shipping damage
The product or packaging arrives damaged, opened, incomplete or deteriorated.
2. Consumer withdrawal
As a general rule, a consumer has 14 calendar days from receipt to communicate withdrawal from a distance purchase. Write to tpi@thepocketinjector.com with the order and an unequivocal statement.
The product must be returned with its accessories and documentation. It may be inspected as in a shop, but the customer is responsible for loss in value caused by handling beyond what is necessary. The direct cost of return is borne by the customer when informed of this, unless TPI assumes it.
3. Personalised products and started services
Moulds made to the client's specifications are excluded from the right of withdrawal for a simple change of mind. This exclusion is disclosed before contracting and does not remove warranty protection or rights relating to defects or a breach by TPI. Partial payments and non-payment are governed by the terms of purchase.
Where a customer asks for a service to begin within the withdrawal period, TPI will obtain the necessary declarations and explain the consequences before starting.
4. Legal warranty
For sales of new goods to consumers, TPI is liable for lack of conformity appearing within three years from delivery, in accordance with current law. Depending on the case, repair, replacement, price reduction or termination may apply, at no cost to the consumer where legally required.
The warranty does not cover damage from use contrary to the manual, unauthorised modifications, normal wear or incompatible working conditions, unless the issue is actually due to the product or information supplied by TPI.
5. Shipping incidents
If you notice visible damage, state it on the carrier document before signing where possible, keep the packaging and take photographs. Notify TPI as soon as possible. If the damage was hidden, notify us when discovered. Failure to note damage does not by itself remove all rights, although it may make it harder to show that it happened during shipping.
6. How to request a return or warranty
- Identify the order or invoice.
- Briefly explain what happened and which product is affected.
- Provide photographs or video where useful.
- Wait for instructions before sending machinery, materials or products requiring special precautions.
Where the private area has the corresponding flow, it may also be started from the order.
7. Refunds
Refunds are generally made through the same payment method used. In a valid withdrawal, legally required sums, including standard delivery cost where applicable, will be repaid. TPI may wait to receive the goods or proof of return in cases legally permitted.
Where the client keeps part of an order or accepts a price reduction, only the agreed amount will be refunded and, where appropriate, a corrective invoice linked to the original invoice will be issued.
8. Professional purchases
Where a purchase is made as a business or professional for its activity, the relevant quotation, contract and commercial law apply. Rights reserved specifically for consumers do not automatically extend to these transactions.