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Information Notice on the right of withdrawal and return of faulty and non-conforming goods

Returns and Refunds

 

If for any reason you are not satisfied with your purchase, you are free to return the purchased products within 14 days from receiving the order.

On receiving the order, please wait at least 24 hours to allow the delivery information to be updated on your personal account. Once it has been updates, you will be able to request the return of your purchase.

If you are a registered user, please send your request from your reserved area. If you are not a registered user, click on the “Non registered user” link below to send your request.

 

REGISTERED USER     NON REGISTERED USER    

 

 

RMA REQUEST


If you wish to return a product, follow the simple steps below:

1. After 24 hours from receiving the order, access your account here Login. Click on "My Orders”  and then click  "RMA Request". Select the order containing the products you wish to return or replace, stating the reason and the request.
Please be reminded that we only replace products that are received damaged, faulty or are the wrong item: we do not effect replacements for changes in size.

 

2. Check your mailbox as you will receive a confirmation email containing the Return Material Authorisation (RMA) form and code, the courier to use and the address of our warehouse which must be printed and applied to the outside of the packaging of the products to be returned.
If you choose to use our courier, the cost of the service cost will be deducted from the product refund.

Do you wish to print off your RMA Form? You can download it from your account in the “My Returns” area. Select the RMA Code, view the request and click on “Download the RMA Form (PDF)”.

3. Return the products in their original packaging: products must be returned in the same condition they were received, i.e. in perfect condition, complete with all parts, unused, with the original packaging and any included manuals, and labels and tags still attached to the products. Our warehouse operators will check all returned products to ensure they are in perfect conditions; you will be charged for any loss of value of the product, and receive a refund for the residual amount.

4. Print the RMA Form and insert it inside the packaging of the products to be returned. Apply our warehouse address to the outside of the box.

5. Send your return package to the following address:


Cinzia Rocca
Piazza delle Erbe 35
37121 Verona (VR) - Italy


6. Shipping receipts must be kept for future reference

7. When our warehouse receives the returned products, we will effect the refund using the same means of payment used to make the purchase (credit card, prepaid card, PayPal etc) or by bank transfer. Refunds for orders paid for using the cash on delivery method will be effected by bank transfer.

 

RETURN OF FAULTY, DAMAGED OR INCORRECT PRODUCTS
If the received products are damaged, non-compliant, faulty or incorrect, you may apply for a refund or replacement of the purchased goods within 14 days from the date the order was received.
To request a refund, follow the instructions provided in the "RMA Request" paragraph above, indicating “Damaged, non-compliant, or incorrect product as the reason, and attach one or more images of the product that clearly show the defect.


On completing the procedure, you will receive a confirmation email containing the RMA Form and relative instructions on how to proceed. We reserve the right to refund faulty products after conducting all quality controls to assess actual non-conformities.
If the non-conformity of the product is confirmed, we will effect the refund using the same means of payment used to make the purchase (credit card, prepaid card, PayPal etc) or by bank transfer.