Returns & Exchange
Returns and refunds – legal warranty of conformity
RIGHT OF WITHDRAWAL'S NOTICE
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.
Exception to the right of withdrawal - According to the article 59 lit. e) of the consumer code, the right of withdrawal is to be intended excluded with regard to sealed products, which are not suitable to be returned for hygienic reasons or related to health protection (like, exemplarily, parfums, cosmetics, etc.), if these products have been opened after the delivery. So, in relation to these products, the return will be accepted, according to the present article 10, only if the packaging of the products is perfectly intact.
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.
If you wish to return a product, follow the simple steps below:
- 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.
- 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)".
- 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.
- 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.
- Send your return package to the following address: Duhamel Logistique S2 ZA les Vignettes 27690 Lery FR
- Shipping receipts must be kept for future reference
- 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).
SELLER'S LEGAL WARRANTY OF CONFORMITY - RETURN OF FAULTY, DAMAGED OR INCORRECT PRODUCTS
In case of defects and / or non-compliance, you will have the right to restore the conformity of the product, through repair or replacement, or alternative remedies in the cases expressly provided for by art. 135 bis of the Italian Legislative Decree n. 206/2005.
Notwithstanding the term of prescription of 26 (twentysix) months from the delivery day, if the received products are damaged, non-compliant, faulty or incorrect, you may apply for a repair or replacement or refund of the purchased goods.
The Seller, in accordance with European Directive 771/2019 and Italian Legislative Decree No. 206/2005, provides Consumers with a legal warranty that the purchased products are free from material or manufacturing defects, and conform to the descriptions published on the Site for a period of 2 (two) years from the date on which the Products are delivered to the Consumer.
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.
The authorization to return the product will not in any way constitute non-conformity, the existence of which must be ascertained by us after the return.
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).