Returns and right of withdrawal

If you buy as a consumer you can change your mind and return the product within the legal period, without having to explain why.

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Table of contents

The right of withdrawal

You have the right to withdraw from the contract without giving a reason within 14 days (articles 52 et seq. of the Italian Consumer Code, Legislative Decree 206/2005). The period starts on the day on which you, or a third party designated by you other than the courier, physically receive the goods. If you ordered several goods with separate deliveries, the period starts from the delivery of the last item.

How to exercise it

  1. Tell us your decision to withdraw with an explicit statement before the period expires. You can write to info@viemylu.com or use the model form below. Using the form is not compulsory.
  2. State the order number, the products you want to return and your details. To meet the deadline it is enough to send the communication before it expires.
  3. We confirm receipt and tell you how to proceed.
  4. Send the goods back to us without delay and in any case within 14 days of the day on which you told us about the withdrawal.

Return address: Via Alcide de Gasperi 1, 88831 Scandale (KR). Always write the order number on the parcel.

Return costs

The direct costs of returning the goods are at your expense, unless we tell you otherwise before or after the purchase. Choose a tracked shipment and keep the receipt: in case of loss during the return transport, the risk is yours until the goods are delivered to us. For orders delivered outside Italy, the cost of returning the goods to our address is paid by the recipient.

Refund

We refund all payments received, including the standard delivery costs incurred for the original shipment, without undue delay and in any case within 14 days of the day on which we are informed of your decision to withdraw (article 56). If you chose a delivery method more expensive than the standard one, we do not refund the difference in cost.

We may withhold the refund until we have received the goods or until you show that you have sent them back, whichever happens first. We refund using the same means of payment used for the purchase, unless otherwise agreed, and at no cost to you.

Condition of the returned goods

  • Return the goods in their original packaging as far as possible, complete with accessories, manuals and documents.
  • You may try the product to the extent necessary to establish its nature, characteristics and functioning, as you would in a shop.
  • You are liable for any diminished value of the goods resulting from handling other than what is necessary for these purposes (article 57). A used, dirty or damaged product may therefore lead to a reduction of the refund equal to the loss in value.
  • Pack the parcel well, so that the goods are not damaged during transport.

Cases where withdrawal is not available

Article 59 of the Italian Consumer Code excludes the right of withdrawal in some cases. Those that may concern our catalogue are, for example:

  • goods made to measure or clearly personalised;
  • sealed goods that are not suitable for return for hygiene or health protection reasons and that were opened after delivery;
  • goods which, after delivery, are by their nature inseparably mixed with other items;
  • goods liable to deteriorate or expire rapidly.

If a product falls into one of these cases, we say so on the product page. The full list of exceptions is in article 59.

Defective or non-conforming products

Withdrawal is independent of the warranty. If the product is defective, damaged or different from what you ordered, you are entitled to the 24-month legal warranty of conformity provided by articles 128 et seq. of the Italian Consumer Code, which you can claim even after the withdrawal period has expired. Write to us at info@viemylu.com with the order number and photos or a video of the defect: we will tell you how to proceed. For transport damage also read the Shipping page. More information is in the general terms of sale.

Model withdrawal form

This is the model form provided by Annex I, part B, of the Italian Consumer Code, in English. Fill it in and send it to us only if you want to withdraw from the contract. You can copy it or open a pre-filled email message.





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