Customer is entitled to withdraw an order for any reason, without penalty and without the need to give an explanation, within 14 (fourteen) days from the date of delivery of the products.
In order to exercise the right of withdrawal, Customer may send a specific request in the section "Contact us" on this website to receive the Returns Form.In the event of withdrawal, Customer shall dispatch the goods back to AGNONA within 14 (fourteen) days from the withdrawal at the address indicated in the provided Returns Form by means of the courier chosen by AGNONA and indicated in the same form (DHL).
The products can be shipped by attaching the DHL prepaid shipping label on the box covering the previous delivery information. This prepaid shipping label is included in the package originally shipped to the customer.To book a pickup, please go to the DHL website (https://mydhl.express.dhl), select "Request Pickup”, click on “DHL waybill has already been applied to each package”, and fill out the online form. This method of return will be at the expense of the Seller and therefore will not involve any cost for the Customer. Any different method of sending will be at the sole expense of the Customer.
Products must be given back intact and complete with all its parts and possibly used for the time strictly necessary to establish and verify the nature, characteristics, and size, according to normal diligence, without any signs of wear or dirt, in accordance with the conditions set out below:
- the right of withdrawal may be exercised only with respect to the entire purchased product, partial withdrawals (accessories, complements, etc.) are not permitted;
- the product must be intact and complete in all its parts (including accessories: labels, tags, seals, etc…).
The transit of the product/s, until the Customer receives confirmation that the product has been properly returned and delivered to AGNONA, shall be at the Client’s exclusively responsibility; in case of damage of the products during transit, AGNONA shall inform Customer thereof in order to enable the latter to promptly send the relevant complaint to the courier and claim a refund; the product will be made available to Customer and the withdrawal notice will be cancelled; AGNONA accepts no responsibility for products damaged, stolen or lost while in transit, or, in any case, in relation to their shipping.
AGNONA shall refund to Customer the whole amount already paid by the latter, including standard shipping costs that the same may have incurred in relation to the returned products, within 14 (fourteen) days from the date the products is returned to AGNONA. Unless otherwise agreed by the parties, the amount initially charged to Customer will be written-off using the same means of payment used by Customer in the initial transaction. In any case, no amount shall be charged to Customer in relation to the refund. AGNONA may withhold the refund until the returned products is properly received by AGNONA or until Customer demonstrates that the product has been correctly returned, whichever is earlier.
Once the products are received, AGNONA, within 5 (five) days, will check them in order to verify that they are consistent with terms and conditions set forth in this clause and, should the results of such verification be negative, it shall inform Customer by email that the value of returned products is reduced due to Customer’s failure to comply with the conditions mentioned above. By the sail email, AGNONA shall also notify the amount that it will deduct from the amount to be refunded, unless Customer elects to have, at his own expense, the products sent back to him/ her in the same conditions in which they were returned to AGNONA.
In the event that the right of withdrawal is forfeited, AGNONA will shall send back to Customer the product purchased, charging the latter with the relevant shipping costs and, if already refunded, the price of the product.
LEGAL WARRANTY FOR LACK OF CONFORMITY
All products sold through the Site by AGNONA are covered by the legal guarantee of conformity (which in Italy has a duration of 24 (twenty-four) months from purchase).
The legal warranty for lack of conformity will be applicable only if the product has been used correctly, in compliance with its intended purpose and in accordance with the use and washing instruction contained in and/or provided with the product itself.
The lack of conformity of the product must be communicated to AGNONA within the terms established by law (in Italy within 2 (two) months of its discovery). The lack of conformity can also be communicated to AGNONA by contacting Customer Care.
Unless otherwise provided for by mandatory local laws, in case of lack of conformity, the customer has the right to request repair or replacement of the product. In the event that the above remedies were not possible or excessively burdensome, the Customer shall be entitled to a reduction in the price paid or termination of the contract of sale.
Upon receipt and verification of the product under warranty, AGNONA will proceed as soon as possible to repair or replace the same, except in case of impossibility or excessive cost.
Under Italian law, any legal action for lack of conformity must be proposed within 26 (twenty-six) months from the date of receipt of the product. It remains in any case subject to any different period prescribed by the provisions of local law applicable to the customer.