Refund policy
If for any reason you are not satisfied with your purchase, goods can be returned for free within 60 days from the date of receipt of the order.
Please note we accept returns of new and unused items only. If the item has already been used, we cannot accept the return.
Please note also that, in case you received an item as part of the Gift With Purchase promotion, it is necessary to return the above-mentioned product together with the goods you decide to return for a refund.
Upon receipt of the order, you will still have to wait 24 hours to allow the update of the delivery to take place within your personal account. Once the update has taken place, the possibility to proceed with the return request will be enabled.
To return goods, please access the portal Return Form and enter your order information. If you placed your order without registering, please continue with the lite version of the return form. You will be able to enter your data and get the DHL free return label.
If you need further assistance, remember you can always contact our Customer Care.
After 60 days from receipt of the goods, we will no longer be able to process your return request.
If you have opened a chargeback or dispute on PayPal or other payment systems, we will not be able to fulfill your refund or replacement request.
HOW TO REQUEST A RETURN
If you want to make a return, follow these simple steps:
1. After 24 hours from receipt of the order, access our Return Form. Select the order containing the items you wish to return, specifying the reason and the request. We remind you that only products that are received damaged, defective or incorrect can be replaced: replacements are not accepted for product size changes. You will be able to download the return label.
2. Within a maximum of 24 hours you will receive a confirmation email with all return instructions.
3. Insert the products in the original packaging: the products must be returned in the same condition in which you received them, that is, in perfect condition, complete with all their elements, unused, with the original packaging and any attached manuals , labels and tags still attached to the product. The returned items will be checked by our warehouse to verify that they have been returned intact.
4. Go to a DHL Point and deliver the parcel.
5. Once we receive your order, we will check the products to verify that they have been returned intact.
6. Keep the receipt of the shipment
7. When the goods will return to our warehouse, we will proceed with the refund on the same payment method used for the purchase (within 14 days from the receipt of the return)
For each order just one free return is allowed. If you need to return several items, please make sure to forward only one return request. Further requests will not be free. We ask that Goods are returned to us by recorded delivery or courier so that you have proof of posting. We will not be responsible for goods that are lost or damaged in the post. Please provide a valid return receipt by contacting us through Contact Form.
Items excluded from return: PSJS XXL, PSJS XXL W, MMI08 XXL, VA01, SD01, LM9014/W, LM9014/WUK and customised products.
RETURNS FOR DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If you have received a damaged, non-compliant, defective or incorrect product, you can request the replacement of the item within 14 days from the order reception. To request a replacement or a refund, follow the instructions indicated in the previous paragraph - "Return Request" - indicating as specific reason "Damaged, non-compliant or incorrect delivery" and attaching one or more images of the item in question, in which the defect is clearly visible.
In the event that the non-conformity of the product is ascertained, we will replace it.
After 14 days from receipt of the goods, we will no longer be able to process your refund/replacement request for damaged items.
The refund usually takes place in 3/5 working days.
If you have not received your refund after this time please contact us through Contact Form or Live Chat.
If you have opened a chargeback or dispute on PayPal or other payment systems, we will not be able to fulfil your request for a refund or replacement.
