Returns and Purchase Policy
Return of non-defective products – Customer’s right of withdrawal without giving a reason
The CUSTOMER has the right to withdraw from the purchase contract within a period of 14 calendar days from the date of conclusion of the service provision contract (where applicable) or from the date of delivery (in the case of products)—specifically, where multiple products are included in the same order, from the delivery of the last product, or, where there is an obligation to deliver products at regular intervals, from the delivery of the first product. Withdrawal is subject to the following conditions:
- This withdrawal may be exercised without providing a reason and without incurring any charge; if the item has already been delivered, the customer must return the product in the exact condition in which it was received, including all accessories, accompanying documentation, and packaging in excellent condition. The return of the item is accepted only if the buyer has first paid any amount incurred by the company for shipping the item to them; furthermore, the shipping costs for the return of the item are borne by the customer.
- Should the customer wish to exchange a purchased and delivered product that is in good condition for another product, the exchange must be made within 14 days of receipt, and the product must be in its original condition and packaging. In this case as well, the customer must first send the original product to the Company at their own expense, following prior consultation. Once the Company has received and inspected the product, the new product will be shipped to the customer, with the shipping costs for the new product being borne by the customer. If the new product is more expensive than the original, the price difference must either be deposited into the COMPANY’S bank account first, or the item must be shipped via cash-on-delivery, with the price difference and shipping costs charged upon delivery.
- The notice of withdrawal is submitted in writing or electronically, and the BUSINESS is obliged to send confirmation of receipt of the notice of withdrawal as soon as it is received.
- Following the declaration of withdrawal, the COMPANY is required to refund the price received within a maximum of 14 days from the receipt of the products.
- Shipping and delivery costs are non-refundable if the customer selected a delivery method other than the cheapest standard delivery method offered by the COMPANY.
- Refunds to the customer will be made using the same method as the original payment. Specifically, in the case of a credit card charge, the procedure is as follows: if the payment has already been remitted to the COMPANY by the Bank prior to the withdrawal and return of the item, the COMPANY is obliged to notify the Bank of the transaction cancellation, and the Bank will take all actions stipulated in the agreement it has concluded with the customer. Following this notification, the company bears no responsibility for the timing or method of the reversal transaction, which is governed by the aforementioned agreement. In the case of a cash payment—where the customer had selected the “store pickup” option—the refund will be issued by the store where the product was collected. In the case of payment via bank transfer, the refund will also be made via bank transfer to the customer’s same account.
- The customer is liable to compensate the company if they have used the goods in a manner exceeding what is necessary to establish their nature, characteristics, and functioning during the period prior to the declaration of withdrawal. Establishing the nature, characteristics, and functioning of the goods should be based on the information provided on the outer packaging of each product, as well as any supplementary information provided by the company; in any event, this must be done without opening the product packaging or putting the goods into operation. The Company is willing to answer any questions the customer may have regarding the nature and operation of the products by providing additional information electronically or by other means. If the packaging is opened or the products are put into operation, their value automatically decreases as the product is then classified as used; consequently, the customer is required to compensate the Company for this reduction in value. The reduction in value resulting from the opening of the packaging—and the consequent classification of the product as used—is assessed on a case-by-case basis, determined by the company, and typically ranges from 20% to 30%. The Company is entitled to agree with the customer on the method of compensation, including through mutual set-off.
- In the event that the withdrawal concerns the provision of services, the customer is required to pay an amount proportionate to the services provided up to the time of the declaration of withdrawal.
- In the event that products are returned damaged or incomplete, the Online Store reserves the right to claim compensation from the customer—the amount of which shall be determined by the condition of the products—and to proceed unilaterally and without further formality to a total or partial set-off of said claim against the customer.
- In the event that an order placed via cash-on-delivery is not collected within 10 calendar days of its dispatch—whether from the courier service point or from the courier—for any reason other than *force majeure* preventing the courier from making deliveries, the order will be returned to the BUSINESS, which shall bear all associated shipping costs. For any subsequent order placed by the same customer, preparation and dispatch will only proceed if payment is made via card or bank deposit to the BUSINESS’s account prior to shipment; otherwise, the order will not be dispatched.
