Carezza - Right of withdrawal, returns and replacements

RETURNS-REFUNDS-REPLACEMENT ACTIVATION PROCEDURE

1 - Login with email and password.
2 - In your customer area ('My account') click on the 'Order details' tab .
3 - Select the order from which you wish to return an item by clicking on 'Details'.
4 - Select the products you wish to return through the box next to the names; the products must not have been worn, tried on, removed from the transparent envelope inside the paper pack.
5 - Add the quantity to be returned.
6 - In the 'Returning Goods' section, add an explanation, so that the team better understands why the customer wishes to return that product, and specify whether or not you have worn the product(s).
7 - Click on 'ASK FOR A RETURN'.
8 - The return passes to the status '1-RETURN REQUEST SENT' and you can find it in the 'Status of returns' tab of your account.
9 - We will evaluate the request and, if it meets the timing and compliance requirements (objects not worn, tried on, removed from the inner envelope) , we will validate it with reservations (we will verify the requirements upon arrival) and the return will pass to status '2- WAITING FOR YOUR PARCEL'; an update email will be sent to you.
10 - End: you can send us the products to the address indicated below; kindly insert in the package, if you have kept it, the document that accompanied the order, to facilitate us the identification of the order in our databases and the processing of the return; once the package has been received and the real satisfaction of the requirements has been verified (objects not worn or tried on) Carezza-shop will refund the purchased goods using the payment method originally used for the purchase - Credit Card, Paypal, Bank Transfer -; if the request for model, size, color replacement has been indicated in the 'Return of Goods' section, Carezza-shop will proceed with the issue of a discount voucher which the customer can deduct from a new order.

NB: we underline that the fundamental requirement, as indicated several times on the page, is that the products have not been worn or tried on ; therefore, if you decide to return the products to us, do so only if they satisfy the condition indicated, since if we received returns of worn-on products we could not proceed with the refund; the return will pass to the status '5-RETURN NOT COMPLIANT REFUSED' or '5-RETURN PARTIALLY NON-COMPLIANT' and we will contact you to find out whether to return the goods at your expense.

If you have any doubts, contact us before proceeding with the return shipment. (tel: +390331639441 , email: info@calze-carezza-shop.it )

REQUIREMENTS AND CASES FOR RETURNS-REFUNDS-REPLACEMENTS (GCS point 6)

Carezza-shop grants its customers the right of withdrawal (Legislative Decree No. 21/2014, from Article 52 to Article 59 of the Consumer Code) according to two cases:

Right of withdrawal for goods not yet shipped (order status: "1-Pending"): The customer can withdraw from the purchase at any time before the goods have left our warehouses, or before they have been sent for delivery. In this case he will receive a full refund including shipping costs, as the shipment has not been made.

Right of withdrawal for shipped goods:  This right can be exercised within 15 days from the day of receipt of the goods by courier or from the day of collection at the company; being the object of the sale goods of an intimate nature, Carezza-shop will refund / replace the purchased goods only if the products meet the following requirement:
-they have not been tried on, worn, removed from the inner transparent bag; possibly only removed from the paper pack, leaving them in the transparent bag, to view, for example, the color. In the case of purchasing several products of the same size, we therefore advise you to try on only one, so as to be able to proceed with a return of the others if it turns out to have a fit that is not adequate to your expectations.

The buyer will be able to decide whether to:
- have a refund for the returned products on the payment method originally used;
- have a voucher to spend on a subsequent order. 

The return shipping address is:

Once the return has reached our warehouses, if the goods meet the requirements indicated above, we will proceed with the refund to the original payment method or through the issue of a voucher, at the customer's choice. We kindly ask you to include the document accompanying the order indicating the summary of the same in the return package and to write in the "RETURN" section if you want:
- a refund on the original payment method;
- a refund via voucher to be spent on the site;
- a size, color or product substitution.

Main examples of returns with costs charged to the customer

I costi di spedizione del reso a Carezza-shop sono sempre a carico e discrezione (scelta del corriere) del cliente.

In caso di

 - return of all products without replacements with refund on the original payment method: 
the shipping cost of the order will be deducted from the refunded amount, even if free shipping was used (look at table);

 - return of all products without replacements with refund through the issuing of a voucher without expiry date to be spent on the site: 
the entire amount paid will be refunded via voucher, including the shipping costs of the order if paid;

 - return of some products, with refund on the original payment method: 
the price originally paid for the returned products will be refunded, shipping will not be refunded if paid, shipping costs will not be deducted from the refunded amount if free shipping was used;

 - return with immediate replacement of size, color or product: 
the replacement of size, color, product is always free: the customer sends the products to Carezza-shop at his own expense, which if they meet the requirements (not worn or tried) are replaced free of charge with the requested size or color; if a product change is chosen the customer will have to pay the difference if the new product will be more expensive, or will receive a voucher in the opposite case; the new shipment is free;

Customer Service remains available to clarify any doubts before making a return; furthermore, if contacted by telephone (0331639441), having assessed the particular case, he may at his discretion grant, on a one-off basis, more advantageous conditions for returns and replacements, where he deems it appropriate.

All returned items will be inspected by the Carezza-shop staff and in the event of failure to comply with the requirements for obtaining a return or replacement (products not worn, tried on, possibly not removed from the transparent internal bag), Carezza-shop reserves the right not to accept the returned goods and to send them back to the Customer at the latter's expense.