Returns and Exchanges

Art. 11. Returns

11.1 A return process is initiated only upon the Customer’s request to exercise the right of withdrawal or upon a request to return a non-conforming product. In any case, following the Customer’s request, the Seller will verify that the necessary conditions for initiating a return process are met.

11.2 Once a return process has been initiated, the Seller will send the Customer an email explaining how to return the product.

11.3 In the event of a return under the “right of withdrawal,” the Seller will arrange for the product to be picked up by an express courier at an address specifically indicated by the Customer. The Customer must be available to receive the courier on a weekday at the address provided. The direct cost of returning the goods shall be borne by the Customer, in accordance with Article 57 of the Consumer Code.

11.4 In the event of a return under the “warranty for non-conforming products,” the Seller will arrange, at its own expense, for the product to be picked up by an express courier at an address specifically indicated by the Customer, but only for shipments originating in Italy. The Customer must be available to receive the courier on a weekday at the address provided.

11.5 The return package must include a copy of the Order Confirmation sent to the email address provided by the Customer or the shipping label attached to the package at the time of receipt. Under no circumstances will we accept cash-on-delivery or freight-collect packages.

Section 12. Refund Timelines and Procedures

12.1 A refund procedure may apply to two different types of situations:

1. a refund of the total amount for an order for which the right of withdrawal has been exercised;
2. a refund of the total amount for an order for which the right of withdrawal has been exercised;

12.2 Regardless of the payment method used by the Customer and subject to the provisions regarding withdrawal set forth in Article 8 above, the Seller will process the refund as soon as possible and in any case within 30 (thirty) days of sending the order confirmation (in the case of a partial refund due to the unavailability of one or more products), using, where possible, the same payment method used to place the order.

12.3 Regardless of whether the recipient of the products indicated on the order form is the same person who paid the amounts due for their purchase, refunds will always be issued to the person who made the payment (identified as the holder of the credit card used for the purchase or as the holder of the bank account from which the bank transfer used for the purchase was made).