Right of withdrawal
In accordance with art. 52 of Legislative Decree No. 206 of September 6, 2005 (the "Code of Consumption"), you have the right to withdraw from the contract signed with LOVERLOCK (the "seller" or "LOVERLOCK") without any penalty and without having to give any explanations, within 14 days from the day you have received the products purchased on loverlock.it.
In accordance with art. 54 of the consumer code, you can exercise the right of withdrawal using, at your choice, one of the following modalities (please follow the procedure indicated in the Return and change of products section carefully):
A) transmission to the seller by e-mail to email@example.com of this fully completed Return Form; In this case, the seller will send you confirmation by e-mail of the receipt of the declaration of withdrawal;
B) sending to the seller by post this Return Form, conform to the type form according to art. 49, paragraph 4, of the consumer code, to be completed in full, sending the form to the address Loverlock S.R.L., customer service – return, Via Mecenate N. 84/29, 20138 Milan.
It is understood that, in such cases, it will be your responsibility to prove the correct and timely exercise of the right of withdrawal.
In accordance with art. 57 of the consumer code, once the contract has been withdrawn, the products to be returned must be delivered to the courier within fourteen (14) days from the date on which you informed the seller of your decision to withdraw from the contract.
In accordance with art. 59 of the consumer code, the right of withdrawal is excluded if you have purchased tailor-made or customized products or sealed goods that do not lend themselves to be returned for hygienic reasons or related to health protection and have been opened after delivery.
1. Conditions for exercising the right of withdrawal in accordance with art. 52 of the Consumer code
The right of withdrawal is intended to be exercised correctly if the following conditions are fully complied with:
a. The right of withdrawal must be correctly exercised within fourteen (14) days of receipt of the products following one of the above-mentioned modalities;
b. The products must not have been used, worn, washed;
c. The identification tag must still be attached to the products and constitutes an integral part of the asset (see article 5 below);
d. The products must be returned in their original packaging (if you want to return a kit, you must return all the items that compose it);
e. Returned products must be delivered to the forwarder within fourteen (14) days from the time you have informed the seller of your decision to withdraw from the contract;
f. The products must not be damaged.
If you have complied with all the conditions required, the seller, in accordance with art. 56 of the consumer code, will fully reimburse you the price of the products purchased, including the costs of returning the purchased products to the seller provided that you use the freight forwarder and the shipping methods suggested by the seller in the following paragraph 2.
2. How to return the products to the seller
The seller uses DHL freight forwarder (http://www.dhl.com) to return the purchased products. Using DHL for shipping YOU will NOT have to make the payment of the return expenses. It will be, in fact, the seller to pay, on your behalf the courier. To book a return shipment at your home just contact the Loverlock Customer Service via email at firstname.lastname@example.org or by calling the number +39 02 82.900.258.
Pick-up requests must be sent by 13.00 PM of the same day. Requests entered after 13.00 PM will be handled the following day excluding Saturdays, Sundays and public holidays. This method of shipment also allows you to check, at any time, where each parcel is located, freeing you from any responsibility in case of loss or damage of the products during the transport.
In case you decide to use a freight forwarder other than Fedex you will have to carry out in first person the payment of the expenses of the return that will remain at your expense as well as the responsibility in case of loss or damage to the products during the transportation.
3. Verification of conformity of returned products
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 is not in conformity with the conditions set out in points a), e) and f) of paragraph 1 above, or in the case of art. 59 of the consumer code, you can choose to have back the products purchased at your expense. In case you refuse this shipment, the seller reserves the right to retain the products and the amount corresponding to the purchase price of the products.
We also remind you that, according to art. 57, paragraph 2, of the consumer code, you will be responsible for decreased value of the products returned to the seller, resulting from the use of the products other than that necessary to ascertain its nature, characteristics and operation. Therefore, in the event that your return cannot be accepted because it does not comply with the conditions set out in (b), c) and (d) of paragraph 1 above, you may choose to accept the refund, which will be communicated to you by the seller, with the decreased value of the returned products, or to have back the products purchased at your expense. In this last case, if you refuse the shipment, the seller will have the right to retain the products and the amount indicated for the deduction of the reimbursement, due to the decreased value of the returned products.
The seller assumes no responsibility in the case of products returned by mistake or personal items forgotten in the parcels of products returned.
4. Time and method of reimbursement
After the seller has received your return and checked that all the requirements have been observed with, you will receive an email confirming acceptance of the return and LOVERLOCK shall proceed with the full refund, that is, if there is a existence of a decreased value of the returned products, you will receive an e-mail in which you'll be notified the amount deducted as a deduction of the reimbursement and LOVERLOCK proceeds to reimburse the due fee. Whatever the payment method 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 the seller became aware of the exercise of your right of withdrawal, once it has been verified that the withdrawal has occurred in accordance with the above conditions.
The actual time for the re-crediting or restitution of the sums paid by you for the purchase of the products depends on the methods of payment used:
- Purchase by credit/debit card: The refund time depends on the credit/debit card management company, but normally occurs within two statements. We remind you that the currency date of the re-credit is the same as the charge, so 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 credit card repayment from your PayPal account depends on the organization that issued the card; In case of gift, the reimbursement of sums will be made towards the person who made the payment.
5. Products affected by defects or non-conformity
Without prejudice to the application of mandatory rules to protect the consumer, you can return a product because it suffers from vices or not conform to what ordered, informing the seller, within thirty (30) days from the day you received the products purchased On loverlock.it, using the return form found in the customer service area; If the defect manifests after thirty (30) days, contact customer service for more information. For the method products are returned, check sections 1 and 2.
LOVERLOCK will verify the products you have returned because they suffer from vices or do not conform to what you ordered and will proceed with full refund, including shipping costs and expenses you have suffered to return the products to LOVERLOCK.
In the event that LOVERLOCK notices no defect or lack of conformity in the returned products, you will be informed that your return will not be accepted and you can choose whether to receive back the products purchased. In case you refuse the shipment, LOVERLOCK will be entitled to retain the products and the amount corresponding to the purchase price of the products, and reserves the right to claim the costs incurred.
6. Circumstances for changing products
In some cases, as specified below, you will have the option to change the products purchased with others of the same model, with different size and/or color. The change of the products will be possible only if the products in the selected size and/or color are available at the seller's warehouses.
The exchange request will be within the following limits:
- You can request the exchange of one or more products purchased only with products of the same model, with different size and/or color.
- You can make a single exchange request for each product purchased;
- The products for which you request the exchange must be returned to LOVERLOCK in their original packaging, unused, unworn, washed or damaged, and the identification tag must still be attached;
- Products to be changed as part of a single order must be sent to LOVERLOCK in a single shipment. LOVERLOCK, in fact, reserves the right to not accept products of the same order, shipped for the exchange at different times.
- You may request the change of one or more products purchased within and not more than fourteen (14) days from the date of delivery, by completing the return form, to be sent in the manner above described to LOVERLOCK within the said deadline. The products to be exchanged must be delivered to the courier within fourteen (14) days since you have communicated to the seller your decision to exchange the product.
If all the above conditions are correctly complied with, 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 email to this scope.
After LOVERLOCK has received the products you intend to exchange and checked that all the requirements on display have been complied with, LOVERLOCK will check the actual availability at its own product warehouses 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 their warehouses, LOVERLOCK will not be able to accept your exchange request and shall therefore refund the price of the product or products originally purchased and non-replaceable, in accordance with the provisions of the Consumer Code and in accordance with the above procedures.
In the event that the product or products selected for the exchange are available, LOVERLOCK may accept your exchange request and will therefore send you an e-mail confirming the shipment of the replacement products. The shipment will be in this case within thirty (30) working days from the date when LOVERLOCK has become aware of your exchange request. The cost of shipping replacement products will be borne by LOVERLOCK.
Where the price of the product purchased is lower or higher than the price of the product selected for the exchange, no refund will be recognized and/or the difference shall be paid. It remains still valid that, as an alternative to the request to replace the product, you can exercise your right of return in accordance with the Consumer Code.
You will be contacted in case your exchange request cannot be accepted because it does not conform to the above conditions. In this case, you can choose to have the products you want to exchange back to your address at your own expense. In case you refuse this shipment, LOVERLOCK reserves the right to retain the products and may also withhold the amount corresponding to the purchase price of the goods, or the amount indicated for the deduction of the reimbursement, due to the decreased value of the returned products, as indicated above.
The replacement product or products may be the subject of subsequent restitution within the meaning of art. 52 of the consumer code.
7. Product Identification Tag
We kindly remind you that all products offered for sale by the seller are equipped with an identification tag, which is an integral part of the asset. We therefore remind you to try the product without removing the tag, because products will not be accepted deprived of tags.
8. Consumer Code
These conditions for exercising the right of withdrawal, forming an integral part of the general conditions of sale, are governed by the Italian law and in particular by the Consumer Code.