If you are not satisfied of your purchase for any reasons, you can return the products you have
bought within 14 (fourteen) days from receiving the order.
The return request to Cinzia Rocca must be done without undue delays, within 14 (fourteen) days from receiving the order. The deadline shall be met if you send the request before the period of 14 days has expired. Outside those terms the return cannot be accepted.
The shipment of the goods must be done within 21 (twenty-one) days from receiving the order, otherwise the cost of the service and potential custom duties will be at your expense.*
The direct cost of returning the goods will be offered by us using our courier (UPS).
If you choose a different courier from UPS, the cost of the service and the potential custom duties will be at your expense.
IMPORTANT: For all returns from UK, USA, Canada and Switserland - Please be sure to attach the invoice reiceved with the order on the box. In case only some of the items received with the order are to be returned, please underline only the items you have prepared for the return on the invoice and then attach the invoice on the box. In case the invoice is missing there might be problems and delays with you return.
If you are a registered user, please send your request from your reserved area, or click on the “Registered User” link below.
Attention: once you receive the order, are required 24 hours to permit the delivery update in your My Account area; then the return procedure will be enabled.
NON REGISTERED USER
If you are not a registered user, click on the “Non registered user” link below to send your return request.
WHAT DO YOU NEED?
- Order number – you will find it on your order confirmation
- Your e-mail address
After the request, you will receive a refund confirmation email (RMA), with: the instructions of how to ship the products, the link to download the courier label, the link to download your return receipt and attached the return form.
- Print the attached return form and put it in the packaging with the product
- Download and print the courier label from the link and put it on the packaging. You will find the six figure identifying code (BILLING: F/C RECEIVER XXXXXX)* below the barcode in the middle of the printed label. This code is necessary to book the return.
- Contact the UPS branch office nearest to you. Find it at this address
- Organize the pick up giving to the courier the six figure identifying code*
- Send the packaging within 21 (twenty-one) days from receiving the order, otherwise the cost of the service and potential custom duties will be at your expense.
The packaging will be sent to:
Piazza delle Erbe 35
37121 Verona (VR) – Italy
After that you will receive two e-mails:
- An email of return management: your withdraw is in process and approved (is in our warehouse)
- An email of refund confirmation: your refund has been managed from customer care and you will be refunded according to the terms and procedures indicated in the conditions of sale of the store.
The products must be returned in the same condition of receiving: in perfect shape, with all the parts, not used, with the original package and any possible instructions attached, labels and badges on the product. Returned products will be picked up and will be checked in order to verify that they have been returned unbroken. To protect the product also from prints or labels, it will be necessary to put an additional protective shell to the products on the original one.
Without prejudice to the application of the mandatory consumer protection provisions, all products sold by the Vendor are covered by a twenty-four (24) months guarantee for lack of conformity, as provided by the applicable law. You shall inform the Vendor of the existence of any such lack of conformity within a period of two (2) months from the day when you detected the lack of conformity. Please contact our Customer Care. In case of lack of conformity, you may choose between the repair or replacement of the product. If these remedies are impossible or disproportionate you are entitled to either require the Vendor to make an appropriate reduction in the price or to terminate the contract.
If you have received a defective and / or non-compliant product, you must report the defects and / or the non-conformity no later than 2 (two) months from the discovery, sending by e-mail to the address email@example.com the indication of the defect and/or non-conformity found, at least 1 (one) photograph of the Product and the order confirmation transmitted by Cinzia Rocca or the receipt.
Following the receipt of the e-mail and related documentation, Cinzia Rocca will evaluate the defects and / or non-compliance reported by you, after having carried out the quality checks to verify the actual non-compliance of the product, Cinzia Rocca will decide whether to authorize the return of the products by providing you with feedback, containing the "Return Code". The code will be sent by e-mail to the address you provided during the registration process on the Site or during the order transmission. The authorization to return the products will in no way constitute recognition of defects and / or non-conformities, the existence of which must be ascertained after the return. The products for which Cinzia Rocca has authorized the return must be returned by you, together with a copy of the return authorization communication containing the "Return Code", within 7 (seven) days from the return authorization, to the following address: CINZIA ROCCA Piazza delle Erbe, 35 37121 Verona (VR) – Italy.
The direct cost of returning the goods will be offered by us using our courier (UPS). If you choose a courier different from UPS, the cost of the service and the potential custom duties will be at your expense.
In case of defects and / or non-conformities, you will be entitled to the restoration of conformity of the product by Cinzia Rocca, repair or replacement, or to alternative remedies in the cases expressly provided for by the art. 130 of Legislative Decree n. 206/2005.
If Cinzia Rocca committed to reimburse the price paid, the refund will be made, where possible, by the same payment method you used when purchasing the product or by bank transfer. It will be your responsibility to communicate to Cinzia Rocca, again via e-mail at firstname.lastname@example.org, the bank details to make the transfer in your favor and to ensure that Cinzia Rocca is put in the condition of being able to return the sum due.