RETURN AND REFUND POLICY
Access to the Website and the purchase of products imply acceptance of this Return and Refund Policy, which forms an integral and substantial part of the General Terms and Conditions of Sale.
This policy governs the procedure for requesting the return of one or more products purchased on this website.
The right of withdrawal provided for by consumer protection legislation applies to Consumer Users, meaning natural persons who purchase products for purposes unrelated to their business, commercial, craft or professional activity.
For non-Consumer Users, meaning customers who purchase with a VAT number or for professional purposes, returns may be assessed by the Seller according to the conditions set out in this policy and in the General Terms and Conditions of Sale, without prejudice to any mandatory rights provided by law in the event of defective, damaged or non-conforming products.
CONSUMER RIGHT OF WITHDRAWAL
If you purchase as a Consumer, you have the right to withdraw from the purchase contract within 14 days from the date on which you, or a person appointed by you other than the carrier, physically receive the product.
In the case of an order consisting of multiple products delivered separately, the 14-day period starts from the date on which you receive the last product.
The right of withdrawal may be exercised without giving any reason.
To exercise the right of withdrawal, you must send a clear statement of your decision to withdraw from the contract within the period indicated above.
You may exercise the right of withdrawal through the online function available in your account area, as described in the “How to start a return request” section.
DAMAGED OR INCORRECT ITEMS
Please check the contents of the package carefully upon delivery.
Contact us promptly if:
- the item received is damaged;
- you have received a product different from the one ordered;
- the package shows clear signs of damage or irregularities upon delivery.
In these cases, please submit your return request through the online procedure available in your account area or contact us by email at:
Your request will be processed and we will assess the issue and provide assistance as soon as possible.
RETURN TERMS
Consumers may exercise the right of withdrawal within 14 days from receipt of the order.
The Seller may accept the return only if the item:
- is returned with its original label, where present;
- is returned with intact and adequate packaging;
- shows no signs of use, alteration or damage not attributable to delivery;
- is accompanied by a copy of the receipt, invoice or other proof of purchase.
In the event of a damaged, incorrect or non-conforming item, the request will be assessed by customer service based on the documentation provided by the customer and the actual condition of the product received.
Submitting a return request does not automatically imply approval of the return. The request will be reviewed by the Seller according to the applicable conditions and current legislation.
HOW TO START A RETURN REQUEST
To start a return request for an order placed online, access your customer account on the website.
Follow these steps:
- go to the Login / Register page or to your My Account area;
- open the Orders section;
- find the order for which you wish to request a return;
- click the Request return button next to the order;
- complete the online form by selecting the products you wish to return and, where necessary, indicating the reason for the request;
- submit the request.
The online form allows you to confirm the information required to manage the return, including the customer’s name, order number, products included in the request and the email address to which communications will be sent.
The Request return button is available in the Orders section of the account area for orders for which a return request may still be submitted within the applicable time limit.
If the applicable time limit has expired, the button may no longer be available or may be disabled.
For any questions, you can contact us at:
RETURN REQUEST CONFIRMATION
After submitting the online form, you will receive a confirmation email at the email address associated with your account or order.
This confirmation certifies that the Seller has received your return request.
Receipt of the request does not automatically mean that the return has been approved. Customer service will review the request and notify you by email of the outcome.
If the return is approved, you will receive detailed instructions by email regarding:
- where to send the package;
- how to prepare the shipment;
- any documents to include in the package.
Never send items back without first submitting a return request and receiving confirmation from us.
Otherwise, the shipment may not be accepted.
RETURN SHIPPING
Once you have received our email with detailed instructions on how to proceed with the return, you must ship the product within and no later than 14 days from the return approval notice, following the instructions provided by customer service.
The product must be packed appropriately to prevent damage during transport.
The customer is responsible for properly preparing the package and shipping the product according to the instructions received.
Unless otherwise indicated by the Seller or unless otherwise required by law, the shipping costs for returning the product may be borne by the customer.
EXCHANGES
If you wish to receive another item as a replacement, the quickest method is to submit a return request and wait for customer service instructions.
Depending on the case, the Seller may:
- authorize the return of the original product;
- offer a replacement product, if available;
- ask the customer to place a separate new order for the desired item.
Any replacements will be assessed based on product availability and the conditions applicable to the specific order.
REFUNDS
Once the returned product has been received and checked, we will inform you by email whether the refund has been approved.
If the return is approved, the refund will be made using the same payment method used for the purchase, unless otherwise agreed by the parties.
The refund will be issued within 10 business days from approval of the return or, in any case, within the time limits required by applicable law.
The actual crediting time may vary depending on the payment method used and the customer’s payment institution.
PRODUCTS EXCLUDED FROM RETURN OR RETURN LIMITATIONS
The right of withdrawal may be excluded or limited in the cases provided for by law.
By way of example, returns may not be accepted for products:
- used improperly;
- damaged after delivery for reasons not attributable to the Seller;
- without adequate packaging or returned in unsuitable condition;
- customized or made to the customer’s specific request, where applicable;
- falling within any other exclusion provided for by applicable law.
CONTACTS
For any questions or concerns regarding the return and refund procedure, you can contact us at:
For full details regarding your purchases, please also refer to the General Terms and Conditions of Sale available on the website.