If, for any reason, our Customers are not completely satisfied with their purchase, they can return us the purchased goods and obtain a refund, according to the current Customer Protection legislation.

1. What is the right of withdrawal?
2. In which cases I cannot return the goods and obtain a refund?
3. How do I return the goods and obtain a refund?

 

What Is the Right of Withdrawal?

The right of withdrawal is the Customer's right  to withdraw from a distance contract without penalty and without giving any reason. The only charge that may be made to the Customer because of the exercise of his or her right of withdrawal is the direct cost of returning the goods. The right of withdrawal applies to online purchases made by Consumers, i.e. "any natural person who [...] is acting for purposes which are outside his trade, business or profession", thus excluding purchases made by professional resellers and business Customers in general. The right of withdrawal is regulated in Europe by the Directive 97/7/EC ("Protection of consumers in respect of distance contracts").

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In Which Cases I Cannot Return the Goods and Obtain a Refund?

By law, the right of withdrawal does not apply to "the supply of goods made to the consumer's specifications or clearly personalized or which, by reason of their nature, cannot be returned or are liable to deteriorate or expire rapidly", and to orders for which the goods are collected from the shop by the Customer (carry-out).

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How Do I Return the Goods and Obtain a Refund?

You can exercise your right of withdrawal within 10 days from the date of delivery of the purchased goods, informing us of your decision by one of the following means:

1. E-mail or fax sent to our Customer Care;
2. Registered letter addressed to our registered office.

You will then have to wait for our return authorization notice, which we will send as soon as possible to the e-mail address you specified in the billing information form at the time of your order. Within 15 working days from this notice, you will have to place the goods in the original packaging and return them to us at own expenses, by shipping them or delivering them to the address specified in our return authorization notice e-mail.

Within 15 working days from our receipt of the returned goods, and always within the prescribed legal terms (30 working days from our receipt of your e-mail, fax or registered letter), we will refund you the entire paid amount, except for the delivery costs which, by law, cannot be refunded.

Depending on the payment method you chose for your order, we may refund you by bank transfer, by sending you a cheque, or by transferring your online transaction.

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