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Right Of Withdrawal

In compliance with the art. 52 of Legislative Decree 6 September 2005 n. 206 (the "Consumer Code"), you have the right to withdraw from the contract signed with LOVERLOCK (the "Seller" or "LOVERLOCK") without any penalty and without having to provide any reason, within 14 days from the day you received the products purchased on loverlock.it, if the purchase was made from a country belonging to the European Union.

In compliance with the art. 54 of the Consumer Code, you can exercise the right of withdrawal using, at your choice, one of the following methods (please carefully follow the procedure indicated in the return section for returning goods):

a) transmission to the Seller by e-mail a reso@loverlock.it of this Return form completed in full; in this case, the Seller will send you confirmation by e-mail of receipt of the declaration of withdrawal;

b) sending this by post to the Seller Return form, compliant with the standard form pursuant to art. 49, paragraph 4, of the Consumer Code, to be completed in full, by sending the form to Loverlock S.r.l., Customer Service - Returns, Via degli Artigianelli n.10, n. 84/29, 20154 Milan.

It is understood that, in such cases, you will be responsible for proving the correct and timely exercise of the right of withdrawal.

In compliance with the art. 57 of the Consumer Code, once the withdrawal from the contract has been exercised, the products to be returned must be delivered to the courier within fourteen (14) days from the date on which you communicated your decision to withdraw from the contract to the Seller.

In compliance with the art. 59 of the Consumer Code, the right of withdrawal is excluded in the event that you have purchased tailor-made or personalized products or sealed goods that do not lend themselves to being returned for hygienic or health protection reasons and were opened after the delivery.

1. CONDITIONS FOR THE EXERCISE OF THE RIGHT OF WITHDRAWAL IN ACCORDANCE WITH ART. 52 OF THE CONSUMER CODE

The right of withdrawal is valid for purchases made from countries belonging to the European Union and is intended to be exercised correctly if the following conditions are fully respected: 

  1. the right of withdrawal must be regularly exercised within fourteen (14) days of receipt of the products by following one of the methods indicated above;
  2. the products must not have been used, worn, washed; 
  3. the identification tag must still be attached to the products and constitutes an integral part of the goods (see in this regard article 5 below); 
  4. the products must be returned in their original packaging (if you want to return a kit, you must return all the items that make it up);
  5. the returned products must be delivered to the shipper within fourteen (14) days from when you communicated your decision to withdraw from the contract to the Seller; 
  6. the products must not be damaged. 

If you have complied with all the required conditions, the Seller, in accordance with art. 56 of the Consumer Code, will reimburse you in full for the price of the products purchased, including the costs for returning the products purchased to the Seller, provided that you make use of the shipper and the shipping methods suggested by the Seller in the following paragraph.

2. HOW TO RETURN THE PRODUCTS TO THE SELLER

The Seller uses the forwarding agent DPD BRT (https://www.brt.it/) for the return of the purchased products. If you use DPD BRT for shipping, you will NOT have to pay the return costs yourself. In fact, the Seller will pay the courier on your behalf. To book a collection of a shipment at your home, just contact the Loverlock Customer Service by email at reso@loverlock.it or by calling the toll-free number 800 90.51.77 from Italy and +30 02 82 900 258 from other European Union countries. Withdrawal requests must be sent by 1.00 pm in the afternoon of the same day. Requests entered after 13.00 will be handled the following day, excluding Saturdays and public holidays. This shipping method also allows you to check, at any time, where each package is, freeing you from any liability in the event of loss or damage to the products during transport. If instead you decide to use a shipping agent other than DPD BRT, you will have to pay the return costs yourself, which will remain your responsibility, as well as the liability in the event of loss or damage to the products during transport.

3. HOW TO RETURN THE PRODUCTS TO THE SELLER

You will be contacted if your return cannot be accepted because it does not comply with the conditions set out in the previous paragraphs. In the event that your return does not comply with the conditions set out in lett. a), e) and f) of the previous paragraph 1 or in the case referred to in art. 59 of the Consumer Code, you can choose to have the purchased products back at your expense. If you refuse this shipment, the Seller reserves the right to withhold the products and the amount corresponding to the purchase price of the products.

We also remind you that, pursuant to art. 57, paragraph 2, of the Consumer Code, you will be responsible for the decrease in the value of the products returned to the Seller, resulting from a use of the products other than that necessary to ascertain their nature, characteristics and functioning. Therefore, in the event that your return cannot be accepted because it does not comply with the conditions referred to in letters b), c) and d) of paragraph 1 above, you can choose whether to accept the reduction of the refund, which will be communicated to you by the Seller, due to the decrease in value of the returned products, or if you get the purchased products back at your expense. In the latter case, if you refuse the shipment, the Seller will have the right to withhold the products and the amount indicated for the reduction of the refund, due to the decrease in value of the returned products. 

The Seller assumes no responsibility in the event of products returned by mistake or items forgotten in the packages or in the returned products.

4. REFUND TIMES AND METHOD

After the Seller has received your return and checked that all the requirements have been met, you will receive an e-mail confirming acceptance of the return and LOVERLOCK will proceed with the full refund, or, if the existence of a decrease in the value of the returned products, you will receive an e-mail in which you will be notified of the amount deducted by way of reduction of the refund and LOVERLOCK will refund the amount due. Whichever method of payment you use among those available, the refund is activated by the Seller as soon as possible, and in any case within fourteen (14) days from the date on which he became aware of the exercise of your right of withdrawal, once it has been verified that the withdrawal has taken place in compliance with the conditions set out above. 

The effective time for the re-credit or return of the sums paid by you for the purchase of the products depends on the payment methods used:

  • credit/debit card purchase: the refund time depends on the credit/debit card company, but normally occurs within two bank statements. We remind you that the value date of the re-credit is the same as the debit, therefore you will not suffer any loss in terms of bank interest;
  •   purchase via PayPal: the refund will be made to your PayPal account and will be immediately visible. The actual refund to your credit card from your PayPal account depends on the card issuer;

In the event of a gift, the refund of the sums will be made to the person who made the payment.

5. PRODUCTS AFFECTED BY DEFECTS OR NON-CONFORMING

Without prejudice to the application of mandatory consumer protection regulations, you can return a product because it is affected by defects or does not comply with the order, by informing the Seller, within thirty (30) days from the day you received the products purchased on loverlock. it, through the Return form that you find in the Customer Service area; if the defect occurs after thirty (30) days, contact Customer Service for more information.

For how to return products, check sections 1 and 2.

LOVERLOCK will check the products you have returned because they are affected by defects or do not comply with the order and will proceed with the full refund, including the shipping costs and the expenses you incurred to return the products to LOVERLOCK.

In the event that LOVERLOCK does not detect any defects or lack of conformity in the returned products, you will be informed that your return will not be accepted and you will be able to choose whether to have the purchased products back. In case you refuse the shipment, LOVERLOCK will have the right to withhold the products and the amount corresponding to the purchase price of the products, as well as reserves the right to request the costs incurred.

6.CONDITIONS FOR THE EXCHANGE OF PRODUCTS

In some cases, as specified below, you will have the possibility to exchange the purchased products for others of the same model, with a different size and/or colour. The exchange of the products will be possible only if the products in the selected size and/or color are available in the Seller's warehouses.

The exchange request will take place within the limits set out below:

  • you can request the exchange of one or more products purchased only with products of the same model, having a different size and/or colour.
  • you can make only one exchange request for each product purchased;
  • the products for which you request an exchange must be returned to LOVERLOCK in their original packaging, unused, worn, washed or damaged, and the identification tag must still be attached;
  • the products to be exchanged that are part of a single order must be sent to LOVERLOCK in a single shipment. LOVERLOCK, in fact, reserves the right not to accept products of the same order, sent for exchange at different times.
  • you can request the exchange of one or more products purchased no later than fourteen (14) days from the date of their delivery, by filling in the Return Form, to be sent in the manner indicated above to LOVERLOCK within the aforementioned term. The products to be exchanged must be delivered to the courier within fourteen (14) days from when you communicated your decision to exchange the products to the Seller;

 

If all the conditions mentioned above are correctly respected, once completed and sent this Return Form containing your exchange request, LOVERLOCK will take charge of the same replacement request by sending you a confirmation e-mail to this end.

After LOVERLOCK has received the products you intend to exchange and checked that all the above requirements have been met, LOVERLOCK will check the actual availability in its warehouses of the products in the size and/or color you have selected.

In the event that the product or products selected for the exchange are not available in its warehouses, LOVERLOCK will not be able to accept your exchange request and will therefore proceed to refund you the price of the product or products originally purchased and non-replaceable, in accordance with the provisions provided for by the Consumer Code and in the manner provided above.

In the event that the product or products selected for the exchange are available, LOVERLOCK will be able to accept your exchange request and will therefore proceed to send you an e-mail confirming the shipment of the replacement products. In this case, the shipment will take place within thirty (30) working days from the date on which LOVERLOCK becomes aware of your exchange request. The shipping costs of the replacement products will be borne by LOVERLOCK.

Where the price of the purchased product is lower or higher than the price of the product selected for the exchange, you will not be granted any refund and/or charge for the difference. However, it remains understood that, as an alternative to the request for replacement of the product, you can exercise your right of return in accordance with the Consumer Code.

You will be contacted if your exchange request cannot be accepted because it does not comply with the above conditions. In this case, you can choose to have the products you intended to exchange back at your expense. In case you refuse this shipment, LOVERLOCK reserves the right to withhold the products and may also withhold the amount corresponding to the purchase price of the products themselves, or the amount indicated for the reduction of the refund, due to the decrease in value of the returned products, as indicated above.

The replacement product or products may be subject to subsequent return pursuant to art. 52 of the Consumer Code.

7. PRODUCT IDENTIFICATION CARD

We remind you that all the products offered for sale by the Seller are provided with an identification tag, which is an integral part of the goods. We therefore remind you to try the product without removing the tag, because returned products without one will not be accepted. 

8. CONSUMPTION CODE

These Conditions for exercising the right of withdrawal, forming an integral part of General conditions of Sale, are governed by Italian law and in particular by the Consumer Code.

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