Returns and Refunds
Information – Return policy
CINZIA ROCCA RETAIL srl guarantee to Customers the right to a refund in the best possible ways.
The consumer has the right to a refund, without explanation or reason and without any penalty, within 14 (fourteen) days from receiving the product, or if several products on one order are delivered separately, from the date the last product was received.
The product must be returned to Cinzia Rocca without undue delays, within 14 (fourteen) days from receiving the order. The deadline shall be met if you send back the goods before the period of 14 days has expired. After the 14 day period has expired the consumer shall bear the direct cost of returning the goods.
If you withdraw from this contract, we shall refund all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 (fourteen) days from the day from receiving the order.
The refund will be given using the same means of payment as you used for the initial transaction, unless you request the refund via a different means of payment, in which case you will be charged for any additional fees incurred as a result.
Refunds may be held until we have received the returned goods or you have supplied evidence of having sent the goods back, whichever is the earliest.
The customer is only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
If the returned goods are damaged in any way ( used, scraped, scratched, deformed, etc), or not complete of all their elements and accessories (included labels and tags still attached to the products), not complete of their attached instructions/note/manuals or original packaging and warranty certificate, if there is one, the customer will be charged for any loss of value to the product and will not receive a full refund.
The customer is to handle the goods with care and not beyond what is strictly necessary. Please take care and understand the nature in which to return back goods. The item should be returned with the original wrappings and coverings in order to keep the integrity and to protect the item during shipping.
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.
WHAT DO YOU NEED?
- Order number – you will find it on your order confirmation
- E-mail address
As an alternative to the online return request, you can send an detailed declaration to Triboo Digitale, using the contact form or email address firstname.lastname@example.org.
You will receive an email with a form to fill with your order details.
After the request or after following the Return and Refund instructions, you will receive a refund confirmation email, with the return form that must be included in the packaging, and the instructions on how to ship the products.
Remember to insert the completed return form in the packaging together with the product and send it via UPS, within 14 (fourteen) days from receiving the order, and place on the package, the label that you receive by email:
Piazza delle Erbe 35
37121 Verona (VR) - Italy
If you choose a courier different from UPS, the cost of the service cost will be deducted from the product refund.
After that you will receive two emails:
- 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 within 3-5 bussiness days.
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.