{"id":848,"date":"2025-02-20T22:02:57","date_gmt":"2025-02-20T22:02:57","guid":{"rendered":"https:\/\/emmaserpenti.com\/complaints-and-returns\/"},"modified":"2025-02-20T22:02:57","modified_gmt":"2025-02-20T22:02:57","slug":"complaints-and-returns","status":"publish","type":"page","link":"https:\/\/emmaserpenti.com\/en\/complaints-and-returns\/","title":{"rendered":"Complaints and Returns"},"content":{"rendered":"<h4 data-start=\"30\" data-end=\"75\">Right of Withdrawal from the Contract:<\/h4>\n<p data-start=\"76\" data-end=\"344\">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.<\/p>\n<p data-start=\"346\" data-end=\"413\">A statement can be submitted using the form available <strong data-start=\"400\" data-end=\"410\">[here]<\/strong>.<\/p>\n<p data-start=\"415\" data-end=\"602\">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.<\/p>\n<h4 data-start=\"604\" data-end=\"634\">Consumer&#8217;s Obligations:<\/h4>\n<ul data-start=\"635\" data-end=\"968\">\n<li data-start=\"635\" data-end=\"735\">The consumer must return the goods to the seller no later than 15 days from the withdrawal date.<\/li>\n<li data-start=\"736\" data-end=\"797\">The cost of returning the goods is borne by the consumer.<\/li>\n<li data-start=\"798\" data-end=\"968\">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.<\/li>\n<\/ul>\n<h4 data-start=\"970\" data-end=\"998\">Seller&#8217;s Obligations:<\/h4>\n<ul data-start=\"999\" data-end=\"1428\">\n<li data-start=\"999\" data-end=\"1106\">The seller is obliged to refund all payments made within 14 days of receiving the withdrawal statement.<\/li>\n<li data-start=\"1107\" data-end=\"1209\">The refund will be issued using the same payment method the consumer used unless agreed otherwise.<\/li>\n<li data-start=\"1210\" data-end=\"1343\">The seller is not required to refund delivery costs if the consumer chose a more expensive delivery option than the standard one.<\/li>\n<li data-start=\"1344\" data-end=\"1428\">It is recommended to include proof of purchase to facilitate the return process.<\/li>\n<\/ul>\n<h4 data-start=\"1430\" data-end=\"1474\">Exclusion of the Right of Withdrawal:<\/h4>\n<p data-start=\"1475\" data-end=\"1726\">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&#8217;s specifications or items delivered in sealed packaging that cannot be returned for hygiene reasons after opening.<\/p>\n<h4 data-start=\"1728\" data-end=\"1765\">Warranty for Defects in Goods:<\/h4>\n<ul data-start=\"1766\" data-end=\"2309\" data-is-only-node=\"\" data-is-last-node=\"\">\n<li data-start=\"1766\" data-end=\"1869\">The seller is responsible for defects in the goods that result in non-compliance with the contract.<\/li>\n<li data-start=\"1870\" data-end=\"1982\">Complaints regarding physical defects can be submitted in writing or via email at <strong data-start=\"1954\" data-end=\"1979\"><a rel=\"noopener\" data-start=\"1956\" data-end=\"1977\">info@emmaserpenti.com<\/a><\/strong>.<\/li>\n<li data-start=\"1983\" data-end=\"2165\">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.<\/li>\n<li data-start=\"2166\" data-end=\"2257\">Defective goods should be returned to the seller along with a description of the issue.<\/li>\n<li data-start=\"2258\" data-end=\"2309\" data-is-last-node=\"\">The seller will review complaints within 14 days.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Right of Withdrawal from the Contract: The consumer has the right to withdraw from the contract for the sale of [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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