Terms and Conditions

Tourbillonshop.com is part of Fekas Brothers with VAT number BG 203092874 and address 145.G.S.Rakovski in Sofia, Bulgaria.

USER ACCOUNT

For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, we reserve the right to suspend accounts without further notice.

ORDERING

Whilst all efforts are made to ensure accuracy of product descriptions, specifications and pricing, there may be occasions where errors arise. Should such a situation occur, Tourbillonshop.com cannot accept your order. In the event of a mistake, you will be contacted with a full explanation and a corrected offer. The information displayed, is considered as an invitation, not as a confirmed offer for sale. The contract is confirmed upon supply of goods.

Given the popularity and/or supply constraints of some of our products, Tourbillonshop.com may have to limit the number of products available for purchase. Tourbillonshop.com reserves the right to change quantities available for purchase at any time, even after you place an order.

Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.

ORDER CANCELATION

Customers can cancel their order at anytime prior to shipping; please contact our Support Center at info(at)tourbillonshop.com. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded.

CREDIT CARD PAYMENT

We accept Credit Card payments using Mastercard, American Express Visa or Maestro. You can also pay using your PayPal account.
When paying with debit or credit card, the amount of the order is drawn when the purchase is completed.

SHIPPING AND DELIVERY

Shipping times displayed on Tourbillonshop.com, refer to the estimated time it takes for packages to leave our warehouse. Since the actual delivery of your order can be impacted by many events beyond Tourbillonshop’s control once it leaves our merchants facilities, we suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, that they order their items well in advance. Tourbillonshop.com cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.

For a smooth delivery and peace of mind, we strongly recommend that customers choose a trackable shipping method during the checkout. In the event that your package has a shipping issue, Tourbillonshop.com will send you a replacement package. If the item is no longer in stock, we will offer you a refund option.

Tourbillonshop.com provides information via banners on our site and through newsletters to customers, that provide details of shipping delays due to the Christmas peak season, and encourages customers to order in advance. We can therefore not be held responsible if a customer does not receive their order in time for Christmas.

There may be occasions when Tourbillonshop.com confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered in a timely fashion, Tourbillonshop.com will contact customers and offer to cancel the order and refund the purchase cost in full.

We try to make the delivery process as simple as possible and we are able to send your order either to your home or to your work place. We can ship to PO Boxes via all shipping methods, except for expedited shipping methods, as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.

Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas , please allow extra delivery time. During those special occasions, we will provide notices to reflect possible delays.

Customers are responsible for providing complete and accurate shipping addresses. Tourbillonshop.com cannot make changes to your shipping address once a package has been shipped, and Tourbillonshop.com is not liable for packages lost due to incomplete or inaccurate addresses.

Tourbillonshop.com cannot be held responsible for any package that does not make it through the local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. We can also not be held responsible for any import tax that may occur and it is the customers sole responsibility to pay this fee, if any. Kindly note that shipping insurance does not cover any customs issues, including but not limited to, goods being destroyed or confiscated due to their illegal status in any given destination country.

Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.

All orders reported as “delivered” by shipping companies, are considered delivered. Tourbillonshop.com cannot be made liable of non-delivery in this case.

If a delivery fails for any reason and the address sent to was the correct address as provided by the customer, Tourbillonshop.com cannot be held liable if a package is returned to us.

Whatever the customer orders, is what we ship. We can not be held liable for the customer receiving the wrong item if they placed the wrong order.

All non-receipt of orders must be reported within 3 months from the date we ship the item to you, for Latin America this deadline is extended to 4 months for postal deliveries. This applies for flat rate shipping, priority mail and standard shipping methods. All expedited delivery issues must also be reported within 3 months from the shipment date. After this time we will no longer be able to investigate and no compensation will be offered. Please note that this policy does not apply to packages sent via expedited shipping methods that are shown as delivered on the shipping company’s tracking website.

INCORRECT/DAMAGED GOODS

We try very hard to ensure that you receive your order in pristine condition. If you do not receive the products ordered, please contact us. In the unlikely event that the product arrives damaged or faulty, please contact us immediately. For every product you order, you are covered with the official manufacturer warranty.

PRODUCT DESCRIPTIONS

While we try in good faith to be as accurate as possible, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error free. From time to time there may be information on Tourbillonshop.com that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability.

We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time, without prior notice. If a key product specification is changed after you place an order or within seven days of delivery, you can cancel and return the order for a full refund.

PRICES

Prices and availability of items are subject to change without notice. The prices do not include import tax and duties, should your package become examined and deemed taxable by your local customs. Payment of these is the responsibility of the buyer.

PRIVACY NOTICE

Note: Newsletter subscription on the registration page is checked by default. Tourbillonshop.com respects customer privacy.

CUSTOMER CONDUCT

Although Tourbillonshop.com will always strive to resolve issues to the satisfaction of the customer in a professional, courteous and friendly fashion, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members.

Unacceptable behavior directed towards Customer Service staff or Tourbillonshop.com may, for example, include any of the following:

Aggressive, abusive and threatening behavior. Examples include: any and all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic, or derogatory remarks; rudeness; inflammatory statements; swearing; and unsubstantiated allegations.

Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.

Asking, expecting or demanding staff to breach established company policy guidelines, e.g. refund amount, time lines, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of our own policies and procedures.

Repeatedly changing the nature (or focus) of a complaint or the desired outcome, part way, after a formal response has been provided.

Excessive number of complaints compared to the total purchase value history.

For such behavior, complainants may be advised and formally notified of the following:

Their language is considered offensive, abusive, threatening, and wholly unacceptable.

They must refrain from using such language, intimidation, and threats.

There will be no further exchange of correspondence on the matter if they persist with this behavior.

Tourbillonshop.com reserves the right to no longer accept orders from the customer in the future without further notice.