Right of Withdrawal from the Contract:
The consumer has the right to withdraw from the contract for the sale of goods concluded remotely within 15 days without providing a reason by submitting a written statement. The period starts from the day the consumer or a third party takes possession of the goods.
A statement can be submitted using the form available [here].
In the event of withdrawal, the contract is considered null and void. If the consumer submits a withdrawal statement before the seller accepts the offer, the offer ceases to be binding.
Consumer’s Obligations:
- The consumer must return the goods to the seller no later than 15 days from the withdrawal date.
- The cost of returning the goods is borne by the consumer.
- The consumer is responsible for any reduction in the value of the goods resulting from use beyond what is necessary to assess their characteristics and functionality.
Seller’s Obligations:
- The seller is obliged to refund all payments made within 14 days of receiving the withdrawal statement.
- The refund will be issued using the same payment method the consumer used unless agreed otherwise.
- The seller is not required to refund delivery costs if the consumer chose a more expensive delivery option than the standard one.
- It is recommended to include proof of purchase to facilitate the return process.
Exclusion of the Right of Withdrawal:
The right of withdrawal does not apply in cases specified in Article 38 of the Consumer Rights Act, such as goods made to the consumer’s specifications or items delivered in sealed packaging that cannot be returned for hygiene reasons after opening.
Warranty for Defects in Goods:
- The seller is responsible for defects in the goods that result in non-compliance with the contract.
- Complaints regarding physical defects can be submitted in writing or via email at info@emmaserpenti.com.
- The consumer may request a replacement of the goods, defect removal, a price reduction, or contract withdrawal unless the seller promptly removes the defect or replaces the item.
- Defective goods should be returned to the seller along with a description of the issue.
- The seller will review complaints within 14 days.