1. Information on the right of withdrawal and returns
The customer is granted the right of withdrawal for distance purchases, as provided for by applicable law.
The period allowed to exercise the right of withdrawal is 14 days from the date of delivery of the products.
If the customer wishes to exercise this right, we recommend contacting our Customer Service as soon as possible in order to receive all the necessary instructions.
2. Notification of withdrawal
Within 14 days from the date of delivery of the products, in order to exercise the right of withdrawal, the customer must notify their intention to our Customer Service via telephone, e-mail or the contact forms available on the website.
By law, the burden of proving the correct notification of the intention to withdraw within the prescribed 14-day period lies with the customer.
For this reason, if for any reason the customer is unable to contact our Consultants within the required timeframe, they are invited to communicate the exercise of the right of withdrawal by registered letter or certified e-mail (PEC) sent to:
Valter Franco Ricci S.p.A.
Corso Roma, 144
15121 - Alessandria (AL)
Certified e-mail address (PEC): [email protected]
3. Return of products
The customer is required to return the products in the same condition in which they were received, within 14 days from the notification of withdrawal, to the address indicated in section 2 above - using a courier agreed with Astrua Customer Service - ensuring suitable packaging to guarantee the integrity of the products.
Returns made from Italy are free of charge for the customer.
Returns made from a foreign country are at the customer’s expense, who must use a tracked and insured shipping method agreed in advance or booked through our Customer Service.
4. Refund
Within 14 days from receipt of the customer's return at our premises, following verification of the products, we will proceed to issue the refund (via bank transfer or through the original payment method used, such as Credit Card or PayPal) for the expenses incurred for the purchase.
5. Products excluded from the right of withdrawal
PLEASE NOTE: Under applicable law, the right of withdrawal for online purchases does not apply to products made to measure or customised at the Customer’s request (for example, products for which engraving has been requested).
Pursuant to Article 59, letter e) of the Italian Consumer Code, the right of withdrawal is also excluded for sealed products which are not suitable for return for reasons of hygiene or health protection where the original seal has been removed or the packaging has been opened. Examples of products falling within this category include sealed perfumes, cosmetics and beauty products.
6. Protective Measures
In order to ensure a transparent and fair shopping experience for all customers, behaviours objectively attributable to an improper and systematic use of the order cancellation service — in breach of the principles of good faith and the intended purpose of such right — may result in the suspension or blocking of the account, in accordance with applicable legislation and our Terms and Conditions of Sale, and in full compliance with Legislative Decree no. 206/2005 concerning the exercise of the right of withdrawal for distance purchases. This provision does not in any way limit the consumer’s right to exercise the right of withdrawal in the cases and within the time limits provided by applicable law.
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