Return for defects or error
In the event that the product purchased has manufacturing defects or does not conform to what was ordered, we undertake to replace the product under warranty and without any further charge.
To avail yourself of this right, you must send an email within 14 working days from the date of receipt of the goods to the address: [email protected] indicating the references to the order, the details of the defective and/or non-compliant product. Our Customer Service will contact you as soon as possible to resolve the problem and will arrange for the replacement to be made to the same address used for the previous delivery as soon as possible, except in the event of unavailability or discontinued production of the product itself. In the event that this situation occurs ERRESSE will refund the price of the product. The return must be made within 14 days from the date of authorisation.
Return for damage caused during transport
If, upon delivery, you find that the packaging is not intact, is damaged, or is wet or otherwise altered, you are required to write the phrase: “GOODS SUBJECT TO INSPECTION” on the courier’s consignment note, detailing the damage incurred during transport.
Once you have received the material and ascertained the presence of damage due to transport, we ask you to notify us as soon as possible and in any case within 14 (fourteen) days from receipt of the goods by sending us a written communication by e-mail to the address: [email protected] and indicating in the e-mail the references of the order and the details of the damage suffered by the goods delivered.
You must send us photographic documentation of the packaging received and the damaged contents to enable us to verify the extent of the damage suffered by the products.
If the courier’s document is signed without affixing any ‘RESERVE’, unfortunately you will not be able to contest the damage found on the products.
Once the return has been authorised, we will send you the carrier’s pre-paid label so that you can send the damaged product back to us at no charge to you. Packages returned cash on delivery and for which the prepaid label provided by us has not been used will not be accepted.
Returns must be made within 14 days from the date of authorisation.
Products will be exchanged at the same original address indicated in the order as soon as possible.
Important: Returns must be packed in the original packaging and must always be authorised in advance by ERRESSE Customer Service.
Return for right of withdrawal
Pursuant to Article 55 et seq. of Legislative Decree No. 206 of 06/09/2005, you have a period of 14 days from the date of receipt of your order to exercise your right of withdrawal and request the return of your order, in whole or in part. This right does not apply to custom-made or personalised products or products that, by their nature, cannot be returned.
You may decide whether to be refunded or to proceed with an exchange or replacement.
For any return request relating to an order delivered and never used, please send an email to: [email protected] or call our customer service at +39 039 367 319.
You will then receive by e-mail the prepaid label that you will have to print and apply to the outside of the parcel, taking care to remove the original label. Remember that the goods must be returned undamaged and in their original packaging.
The return must be made within 14 days from the date of authorisation.
We also inform you that you will only be reimbursed the amount corresponding to the total amount of the purchased products, while you will be charged for both outward and return shipping costs, and outward taxes and duties will not be reimbursed. The amount charged for the return of the goods will be calculated according to the weight and volume of the package and the courier rates on the day the return is accepted. In case the order was sent with a promotional code, the standard costs for return shipping will still be charged to you. In case Erresse-shop sends you a prepaid return label, the shipping cost will be deducted from the refund total.
Refund procedures and times
Once the return has been received, the warehouse verifies that the returned product is intact and conforms to what was expected and immediately informs the office in charge, which then proceeds with the refund. Generally, this procedure is immediate upon receipt and checking of the package. We remind you that the refund of the order, minus shipping costs, will be made to the same payment method used for the purchase. In the case of payment by bank transfer, the refund will also be made by bank transfer and you will therefore be asked to provide us with the following information IBAN SWIFT and BIC.
Processing and crediting times may vary depending on the payment method and bank: generally within 4-6 working days.
Guarantees
1. EU post-sale warranty: All the products marketed are covered by the legal conformity warranty provided for in articles 128 et seq. of the Consumer Code, which covers any conformity defects in the items purchased, existing at the time of delivery and manifesting themselves within 2 years of delivery. Excluded from the conformity defects and, therefore, from the legal guarantee are any flaws or damages caused by accidental events or by the Customer’s responsibility for use of the products that does not conform to their intended use, or the effect of normal wear and tear.
The customer may, at his option, request the seller to repair the goods or to replace them, free of charge in either case, unless the requested remedy is impossible or imposes disproportionate costs on the seller.
The consumer customer is entitled to a proportional reduction of the price or to termination of the sales contract in accordance with Art. 135 bis, para.
4, Consumer Code and, in particular, if: the seller has failed to repair or replace the goods within the terms and conditions set out in the Consumer Code, or has refused to bring the goods into conformity; if the lack of conformity is so serious as to justify an immediate reduction in the price or termination of the contract; if a lack of conformity becomes apparent despite the seller’s attempt to restore the goods to conformity; if the seller has declared (or this is clear from the circumstances) that he will not restore the goods to conformity within a reasonable period or without inconvenience.
The consumer customer is not entitled to terminate the contract if the lack of conformity is only minor.
To benefit from this guarantee, the customer must report the lack of conformity by notice addressed to the seller, indicating the defects and faults found.
Unless proven otherwise, any lack of conformity that becomes apparent within one year from the time the goods were delivered shall be presumed to have existed on that date, unless such a presumption is incompatible with the nature of the goods or the nature of the lack of conformity.
2. The conventional manufacturer’s warranty is provided in the manner described in the documentation inside the product packaging. This service is provided directly by the manufacturers of the goods sold, through their service centres. The references of these service centres will be provided by ERRESSE-SHOP.IT who will reply to [email protected].
If, following the intervention by an Authorised Assistance Centre, the defect turns out not to be covered by the manufacturer’s conventional warranty, the Customer will be charged for any inspection and repair costs required by the Authorised Assistance Centre, as well as the transport costs, if incurred by ERRESSE-SHOP.IT.
Manufacturer guarantees on products sold by ERRESSE-SHOP.IT do not cover.
– the replacement of consumables
– abnormal or non-compliant use of the products (customers are kindly requested to carefully consult the instruction manual enclosed with the product)
– failures (and subsequent consequences) due to the intervention of a repairer not authorised by ERRESSE-SHOP.IT
Manufacturers’ warranties on products sold by ERRESSE-SHOP.IT do not cover
– the replacement of consumables
– abnormal or non-compliant use of the products (customers are kindly requested to carefully consult the instruction manual attached to the product)
– failures (and subsequent consequences) due to the intervention of a repairer not authorised by ERRESSE-SHOP.IT
Resolution of disputes
“The Consumer residing in Europe is hereby informed that the European Commission has set up an online platform providing an alternative dispute resolution tool. This tool can be used by the European Consumer to resolve in a non-judicial way any dispute relating to and/or arising from contracts for the sale of goods and services concluded online. Consequently, if you are a Consumer established in Europe, you may use this platform to resolve any dispute arising from the online contract concluded on this website. The European ODR platform is available at the following link: https://webgate.ec.europa.eu/odr.
Pursuant to Art. 66-bis of Legislative Decree 206/2005 (Consumer Code), the territorial jurisdiction is indisputably attributed to the Court of residence (or domicile) of the consumer.
