Reimbursement policy
Right of cancellation
Unless there are exceptions, the User may have the right to cancel the contract within the period specified below (generally 14 days), for any reason and without giving reasons. Users can find out more about the cancellation conditions in this section.
Who does the right of cancellation apply to?
Unless an applicable exception is mentioned below, Users who are European Consumers have a statutory right of cancellation under EU law, to withdraw from contracts concluded online (distance contracts) within the specified period applicable to them, for any reason and without justification.
Users who do not meet this condition will not be able to benefit from the rights described in this section.
Exercising the right to cancel
To exercise their right of cancellation, Users must send the Owner an unequivocal statement of their intention to withdraw from the contract.
For this purpose, Users may use the model withdrawal form available in the “definitions” section of this document. However, Users shall be free to express their intention to withdraw from the contract by making an unequivocal statement in another appropriate manner. In order to comply with the deadline within which they may exercise such right, Users must send the notice of withdrawal before the withdrawal period expires.
When does the cancellation period expire?
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Regarding the purchase of products, the cancellation period expires 14 days after the day on which the User or a third party – other than the carrier and designated by the User – acquires physical possession of the products.
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Regarding the purchase of multiple products ordered together, but delivered separately, or in the case of the purchase of a single product, consisting of several batches or parts delivered separately, the cancellation period expires 14 days after the day on which the User or a third party – other than the carrier and designated by the User – acquires physical possession of the last product, batch or part.
- Regarding the purchase of a service, the cancellation period expires 14 days after the day on which the contract is concluded, unless the User has waived the right of cancellation.
Effects of cancellation
Users who correctly terminate a contract will be reimbursed by the Owner for all payments made to the Owner, including, if any, those for delivery costs.
However, any additional expenses resulting from choosing a specific method of delivery other than the least expensive type of standard delivery offered by the Owner will not be reimbursed.
Such reimbursement shall be made without undue delay and in no event later than 14 days from the day on which the Owner was informed of the User’s decision to withdraw from the contract. Unless otherwise agreed with the User, reimbursements shall be made using the same means of payment used to process the initial transaction. In any event, the User shall not bear any expenses or fees arising from the reimbursement.
...when purchasing physical products
Unless the Owner has offered to collect the products, Users must send the products or deliver them to the Owner, or to a person authorized by the Owner to receive the products, without undue delay and, in any event, within 14 days from the day on which their decision to withdraw from the contract was communicated.
The deadline will be met if the products are handed over to the carrier, or otherwise returned as indicated above, before the expiration of the 14-day period for returning the products. The refund may be withheld until receipt of the products, or until Users have provided proof of having returned the products, whichever is earlier.
Users will be responsible for any reduced value of the products resulting from handling the products outside of what is necessary to establish their nature, characteristics and functioning.
The costs of returning the products will be borne by the User..
...when purchasing services
Where a User exercises the right of cancellation after having requested that the service be performed before the cancellation period expires, the User shall pay the Owner an amount proportionate to the part of the service performed.
This payment will be calculated based on the contractual rate and will be proportional to the part of the service performed, up until the moment the User terminates the contract, compared to the total coverage of the contract.
Exceptions to the right of cancellation
The right of cancellation does not apply to contracts:
- for the supply of products made to consumer specifications or otherwise clearly personalized;
- for the supply of sealed products that are not suitable for return due to health protection or hygiene reasons and have been unsealed after delivery;
- for the supply of products which, after delivery, according to their nature, are inseparably mixed with other items;
- for the provision of services, after the service has been fully performed, if the performance has begun with the express prior consent of the consumer and with his acknowledgement that his right of cancellation will be lost as soon as the contract has been fully performed;
