11.1. Return Free of Charge - Withdrawal from the Purchasing Contract
To exercise this right, the Customer shall:
- announce in advance to the Supplier by email this decision;
- have received via email from the Supplier the RMA (Returns Material Authorisation).
- The RMA number must be indicated in all documents (delivery note, etc.) and in all correspondence between the Parties relating to the return.
- properly packed in its original packaging, in perfect condition for resale (not damaged or soiled) and equipped with all accessories, Instructions Advice and documentation received;
- accompanied by the Withdrawal Form duly filled in by the Customer stating the RMA number;
- without visible signs of use, except those compatible with the normal vision of the article.
If the Return of the Product is not carried out in compliance with the procedure described above, the withdrawal is not accepted.
11.2. Effects of the Withdrawal
If the Customer withdraws from the Purchasing Contract and asks for a Voucher for the amount paid for the Product returned (= value of the Product incl. shipping costs paid), the Supplier shall send him a Voucher for said amount.
If the Customer withdraws from the Purchasing Contract without asking for a Voucher, the Supplier shall refund the amount paid for the Product returned (= value of the Product incl. shipping costs paid). The shipping costs for the return of the Product to the Supplier are at the customer's expenses.
The Voucher has a validity of 6 months from the date of issue. It can be used for a purchase of equal value, or can be split on different purchases made at different times, but still within the validity period of the Voucher.
The refund carried out by the Supplier for the returned Product, shall not include any additional costs incurred in sending the Product the first time to the Customer, resulting from the Customer's request of a type of delivery other than the least expensive standard ones offered by the Supplier. The Refund will be made using the same means of payment used by the Customer for the initial transaction unless otherwise agreed between the Parties in advance. The Customer shall not pay any additional fee resulting from this reimbursement.
The Supplier can suspend the reimbursement until receipt of the returned Product. The return of the Product cannot be made applying the condition "cash on delivery".
11.3 Withdrawal Form
Herewith the undersigned, (1) notifies the withdrawal from the Purchasing Contract of the following product/s:
- Product (1)
- purchased on (1)
- invoice nr. (1) dated (1)
- received on (1)
- purchased by (Name and Surname of the Customer) (1)
- living in (1)
- place and date of the request of withdrawal (1)
(1) data to be entered.
11.4 Exceptions to the right of Withdrawal
*“tailor made product” : in this case we mean special technical and aesthetic customizations requested by the customer and made by us, which do not fall within the customizations we offer on our site.
General rule valid for all your orders you receive by courier
What do I do if I the package is damaged?
Upon delivery, the courier will ask you to sign the courier delivery note to prove that he has delivered the package to the address or person who was to receive it.
Check that the number of packages matches that indicated on the shipping documents.
Check that the packaging is complete, undamaged, dry and unopened. Check that metal strapping and adhesive tapes have not been broken.
Any damage, or discrepancy in the number of packages or other details must be reported immediately to the courier making the delivery.
In these circumstances the goods should be accepted with reserve, writing “Accepted with reserve” on the courier’s delivery note only (and not on any other document).
This is a formula that indicates that you have received the package, but that something may have gone wrong.
The reserve allows you to check the contents at a later time, since the courier by law does not allow you to open the package until you have signed.
If you accept with reserve because there are visible damage, write the reason clearly on the bill: “Goods accepted with reserve because packing damaged, or packages missing etc.
Photograph the bill with your note and the package in the condition you received it.
This is a standard procedure, which applies to all your purchases received by courier regardless of the seller (whether domestic or foreign).
What does Mad4One in such cases?
If you then open the parcel and you see that the content has also been damaged, contact us immediately by sending us:
- photo of the package not yet opened
- photos of the damaged content
- copy of the courier delivery note you signed with the note "accepted with reserve".
We will immediately contact the courier and manage the case up to its closure keeping you constantly updated.