Returns & Refunds
In accordance with consumer protection legislation, you may exercise your right to return purchased products without incurring any penalty and without the need to provide any reason, by informing Company (The Vendor) which is indicated in our website within fourteen (14) days from the date on which you received them from Company.
In accordance with consumer protection legislation, the right to return may be exercised by employing one of the following methods of your choice: i) use of the Return Form (consistent with the form that has been standardized in accordance with consumer protection legislation should be wholly completed in order to obtain a return number (the Vendor will send you an email confirming receipt of the return request made through the Return Form); ii) use of the Form (consistent with the form that has been standardized in accordance with consumer protection legislation), duly completed in all fields; iii) sending the Vendor another declaration explicitly stating your decision to withdraw from the contract, without prejudice, in this latter case, to your pre-existing responsibility to prove that the return right was exercised in a proper, timely manner.
Return items must be shipped back to shipping place (this place is mentioned in consumer’s shipping document) within fourteen (14) days from the date on which you informed the Vendor of your decision to withdraw from the contract.
The products may be returned by dispatching the package through the shipping agent indicated by Company using the prepaid and pre-printed label inside your package or through another shipping agent.
In certain circumstances, duly specified in the Return Form, it is possible to exchange a given product with another.
In accordance with consumer protection legislation, the right to return is excluded in the event that you purchased customized or personalized products, or sealed items that were opened after delivery that cannot be returned for hygiene or health reasons, such as, for example, products belonging to the “Cosmetics” category, whose sealed packaging has been opened.
TERMS AND CONDITIONS OF RETURN
If you want to cancel the purchase of your product , you may choose one of the following methods, in accordance with consumer protection legislation, within fourteen (14) calendar days (beginning on the day you received the products (or for purchases of multiple products, the day on which you received the last product):
- i) use of the Return Form ii) use of the Form (in conformity with the standard form in accordance with consumer protection legislation), duly compiled and submitted to the Vendor; iii) sending the Vendor another declaration explicitly stating your decision to withdraw from the contract. You should keep a record of your cancellation notice.
The right to return – in addition to compliance with the terms and procedures above – is exercised properly when the following conditions have also been met:
- make sure that you take reasonable care of the products and that they have not been used, worn, washed, modified or damaged; b. the identification should still attached to the products with the disposable seal; c. the products should be returned, complete and unused, in their original packaging (in the case of audio CDs, books, design objects, designer toys and adult toys, the packaging must include its original seal; if you want to return a kit, it must include all of its components); d. the returned items must be shipped back by the chosen courier to Company within fourteen (14) calendar days of the date you notify us of your decision to cancel.
In accordance with consumer protection legislation, in cases that Company is obliged to return or refund your payments, whatever form of payment you used, Company will refund you all payments received from you for such cancelled purchase, including standard delivery costs, if any have been paid (but excluding supplementary costs for expedited delivery options, gift wrapping and other additional expenses) within: (a) where we collect the products from you through our approved courier, fourteen (14) calendar days of when Company was informed of your decision to exercise your cancellation right; or (b) where you return the products yourself, fourteen (14) calendar days of the day we receive the returned products or, if earlier, proof of postage from you evidencing that you have sent the products back, within such time.
So long as you decide to use the courier indicated by Company in the online Return Form using the prepaid and pre-printed label inside your package, you will not have to pay the cost for returning the products upfront. In this case, the Company will pay the return shipping costs for you and will deduct the cost of return postage from your refund. The fee will correspond to the original cost of shipping for the order. However, if you choose to use a different courier or other postage method for your return, you will have to pay for the return shipping cost upfront and at your own expense in accordance with our returns instructions. Other than as set out herein, you will not incur any fees as a result of your request for reimbursement. Should you decide to exercise your right to return purchased products, please take reasonable care of the products. Company has the right to not accept returned and/or make a claim against you if you do not take reasonable care of the products, for example, where products are returned without the corresponding tag or seal or that have been altered from their original status, worn, used or damaged. You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense by Company. If you refuse the above delivery, the Company reserves the right to retain the products and the amount paid for your purchase of the products.
Without limiting the paragraph above, the cancellation right set out above does not apply to: (a) sealed products unsealed by you following delivery, where return of such products is unsuitable due to health protection or hygiene reasons; (b) products comprising sealed audio or video recordings (such as DVDs and CDs) or computer software, if the product becomes unsealed after delivery; (c) products which are made to your specifications or clearly personalized; or (d) products which have become inseparably mixed with other items after delivery.
Refund Times and Procedures
In accordance with consumer protection legislation, only after Company has received the returned products and checked that the products meet all requirements, you will receive an email that the returned products have been accepted and Company will reimburse the amount owed you. Whatever form of payment you used (credit/debit card, PayPal, cash on delivery), the refund procedure will start within: (a) where we collect the products from you through our approved courier, fourteen (14) calendar days of the day Company was informed of your decision to return the purchased products for a refund; or (b) where you return the products yourself, fourteen (14) calendar days of the day we receive the returned products or, if earlier, proof of postage from you evidencing that you have sent the products back, within such time. You may be liable for, and we may deduct from any refund due to you, any diminution to the value of the returned products caused by your handling of the products, save to the extent necessary to ascertain the characteristics, functions or nature of the products. Without prejudice to the above, the time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:
- purchase by Credit/Debit card: refund time will depend on the credit card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss; - payment by PayPal: refunds will be credited to your PayPal. The actual reimbursement to the credit card associated with your PayPal account depends on the company that issued the card;
- payment made by Cash on delivery: you will be refunded the amount you paid for the products returned to the Bank account you indicate in the Return Form; the time needed for refunding depends on the information you provided in your order and on the bank where you have the account; normally refunds take place within a month, depending on the Bank’s own policies. Please remember it is necessary to have a Bank account in order to receive a refund for cash on delivery orders. Where the product was purchased as a gift, the refund of the sums paid for purchases will be made to the individual who purchased the product and made the payment.
Conditions for the Exchange of Products
In certain circumstances detailed below, you shall be entitled to exchange your product for a different size or colour of the same model. Exchanges are subject to product availability at our warehouse. You can request an exchange using the online Return Form on the website, which allows you to exchange your purchased products using the options available. The request for an exchange of the product is subject to the following conditions:
- product exchange shall only apply to purchased products for which this possibility is expressly specified on the online Return Form on our website by means of the word "EXCHANGE” being available";
- you may only request the replacement of one or more purchased products with products of the same model, but in a different size and/or colour. The available replacement options will be indicated in the online Return Form;
- you may request to exchange one or more purchased products within and no later than fourteen (14) calendar days of the day you receive the products, by filling in the Return Form and sending it via electronic means to Company within the aforementioned deadline. The products to be replaced should be returned within fourteen (14) calendar days of the day you received them;
- you may only submit a single replacement request for each product purchased;
- the products for which you request the replacement must be returned to Company in their original packaging, they must not have been used, worn, washed, modified or damaged, and they must still have their identification tag attached with the disposable seal;
- the products to be exchanged that are part of a single order must be returned to Company in a single shipment. Company reserves the right to refuse products of the same order that are shipped for replacement in different stages.
- the costs for shipping back the product to the Vendor (or to the place mentioned above) will be borne by Consumer.
If all the above conditions are correctly fulfilled, once you have filled in and transmitted the Return Form containing you request for goods replacement, Company will process said request by sending you a relevant confirmation email.
Deadlines and Procedure for Obtaining Products Exchange
After receiving the products to be exchanged, Company will inspect the products to check that all the above requirements have been fulfilled, Company will then verify the actual availability of the replacement products in its warehouses of the products to ensure that the size and/or colour you have selected are available. If the selected replacement products are not available in the warehouse, Company will not be able to accept your request for an exchange and will refund you the original price of the products originally purchased in accordance with consumer protection legislation and with the procedures specified in Sections 1 and 2 herein. If the selected products are available in the warehouse, Company will accept your request for an exchange and will send you an email confirming the shipment of the replacement products. Shipment will occur within thirty (30) working days of the date from which Company was made aware of your request for exchange The costs for shipping the replacement products shall be borne by Company. When exchanging a product, if the price of the purchased product is lower or higher than the chosen replacement product, you will not be required to pay the relative price difference. However, if you choose to return the exchanged product in accordance with your legal rights within fourteen (14) calendar days of the day you received the product, you will receive a full refund for the price paid for the product, in accordance with Sections 1 and 2 above. You will be contacted by Company if your request for an exchange cannot be accepted because the above conditions have not been met. In this instance, you can have the original products shipped back at your expense or Company will issue a refund in accordance with the procedures set out in Sections 1 and 2. The exchange products are subject to a subsequent product return procedure, in accordance with consumer protection legislation and pursuant to Sections 1 and 2 herein.
Disposable Seal & Identification Tag
All products sold by Company include an identification tag attached complete with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted. We remind you that in accordance with consumer protection legislation, you will be liable for any decrease in the value of products returned to the Vendor resulting from any use of the same products other than that which is necessary to verify their nature, characteristics and functionality
By saying consumer protection legislation we mean DIRECTIVE 2011/83/EU OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 25 October 2011 on consumer rights.