Returns and Withdrawals
RETURN OF DEFECTIVE PRODUCTS
Should you encounter an anomaly due to a defect or discrepancy in the product, we will take full responsibility for the return and will replace the defective item with the same item ordered.
- You will need to contact our Customer Service at firstname.lastname@example.org by entering in the email: description of the defect found, photographic documentation, order number.
- Our Customer Service will manage the return and coordinate the courier to organize the collection, at no additional cost to you.
- It is essential that the goods are sent to our warehouse in their original packaging, properly packaged for shipping, and in any case before proceeding with any assembly or installation. Replacement will not be authorized in case of goods returned in conditions not suitable for return.
- Within 5 days of receipt of the goods at our warehouse, the conditions will be checked and, in case of suitability, we will confirm the Return Authorization and the correct processing of the replacement of the item, without shipping costs at your expense, according to the times. of product availability.
If the replacement product is no longer available in the catalog, refund the amount paid.
When you receive the goods, our advice is to write on the transport document "Goods accepted with reserve". In this way, if you find transport damage when opening the packaging, we can open a claim with the transport company.
If, upon delivery of your order, you find that the packaging is damaged or other anomaly due to transport damage, you must promptly notify us of the damage no later than 3 working days from delivery of the goods. write to email@example.com by entering in the email: description of the transport damage, photographic documentation, order number.
All orders are insured against theft and accidental damage from our warehouses to your delivery address. Once you receive the goods and sign for the acceptance of the package, the insurance coverage ends.
We will replace the damaged item with the same item ordered or, upon explicit request or in the case of a product out of catalog, for a refund.
RIGHT OF WITHDRAWAL
If for any reason you are not satisfied with the purchased product, you can exercise the right of withdrawal, requesting a refund and returning it to us. Contact DTime Customer Service at firstname.lastname@example.org within 14 days from the delivery date. You will receive confirmation of withdrawal from our Customer Service and you will have to send the goods to our warehouse at your expense.
The return of the product must take place within 14 days from the date on which you communicated your decision to withdraw. The product must be shipped in its original packaging, properly packaged for shipping and in any case it must be shipped before proceeding with any assembly or installation. Returns damaged, without original packaging, products damaged by detergents / additives, products that are not intact or missing some or all of its parts, products resulting from assembly or handling, products in a different state of conservation from excellent will not be accepted.
If the right of withdrawal has been correctly exercised, the conditions will be checked and the refund procedure activated within 5 working days from receipt of the goods at our warehouse. The amount, excluding shipping costs for returning the goods, will be refunded through the same payment method used for the purchase.
The withdrawal cannot be exercised:
- in the case of goods made to measure or personalized;
- for customers who purchase with a VAT number;
- in case of lack of the original packaging and of all the elements supplied with the product present in the original packaging.
If you need assistance or more information, please do not hesitate to contact us.