If the Customer is a “Consumer”, as defined in Article 3 of the Consumer Code, he is entitled to the rights referred to in art. 52 and ss. of the Consumer Code, as amended by Legislative Decree of 21/02/2014 n. 21, and therefore the right to withdraw from the Purchase Agreement (hereinafter “Right of Withdrawal”) for any reason, without motivation and without any penalty.
The Withdrawal may concern all (Total Withdrawal) or only part (Partial Withdrawal) of the Goods purchased. To exercise the right of withdrawal, the Customer must send a notice of withdrawal within 14 (fourteen) days from the day on which the Customer or his delegate acquires physical possession of the purchased products by signing their withdrawal.
The customer can use a simple communication.
The means and contact details to which the notice of withdrawal must be sent are:
- Registered mail with return receipt: Zona Ind.le Jesce, Matera, 75100
- Mail: email@example.com
Pursuant to Article 59 of Legislative Decree 06/09/2005 no. 206 (Consumer Code), the right of withdrawal does not apply to goods made to measure, customized or which, due to their structure, cannot be returned, risk deteriorating rapidly or can be damaged.
In the event that the product for sale falls into one of the cases referred to in art. 59 described above, the Site will carry this indication with the phrase “Right of withdrawal not applicable” both in the product sheet and in the purchase procedure pages and in the order confirmation emails. Customers are invited to always check the presence of this wording.
Following the correct exercise of the right of withdrawal, the Customer will receive at the e-mail address declared during registration all the instructions for returning the Products: the file number, the labeling to be applied to the packages, and the address to to return the Products (or the contact details of a forwarder with whom to arrange the collection).
Pursuant to art. 57 of the Consumer Code, the return of the Products to the Seller must take place without undue delay, and in any case no later than 14 (fourteen) days from the date on which the Consumer communicated his decision to withdraw. The date of receipt of the notice of withdrawal from the Seller and the date of acceptance of the Product by the post office or the date of taking charge of the goods by a shipper will prevail.
If the Customer has exercised the right of withdrawal in accordance with the provisions of these conditions, the Seller, in accordance with art. 56, paragraph 1 of the Consumer Code, will fully refund the sums paid by the Customer during the purchase, including shipping costs. The refund of the sums will take place through the same instrument adopted by the Customer during the payment phase, without undue delay and in any case within 14 (fourteen) days from the day on which he is informed of the consumer’s decision to withdraw from the contract pursuant to Article 54. The Seller may withhold the reimbursement until it has received the goods or until the Customer has demonstrated that he has returned the goods, whichever occurs first.
The consumer will only bear the direct cost of returning the goods.
In the event that the goods, by their nature, cannot normally be returned by post, we indicate below the maximum return cost estimated by product type:
- Italy shipping: 10 €
- EU shipping: 20 €
LEG big and small
- Shipping to Italy for both high and low Legs: 10 €
- Shipping in Europe for low Leg: 30 €
- Shipping to Europe for Leg alto: 50 €
The prices indicated above refer to the European areas and to the areas of the Italian territory identified by the companies dedicated to shipping as easily reachable. It will be the Customer care’s responsibility to indicate the specific return cost during the evaluation phase of the return procedure.
The returned goods must be returned in resalable conditions, preferably in their original packaging and accompanied by any accessories. Pursuant to the Consumer Code, the Customer is responsible for the decrease in the value of the products resulting from the handling of the products themselves other than that necessary to establish the nature, characteristics and verification of the functioning of the goods. In this case, the Seller reserves the right to ask the user to refund the decrease in value found. Therefore, although a form of insurance on the return of goods due to the exercise of the right of withdrawal is not required by law, the customer is invited to adopt it.
To exercise the right of withdrawal, the Consumer, before the expiry of the designated conventional term, must contact Kimera customer service at the email address: firstname.lastname@example.org
Complaints on products in case of discrepancies
Should the Customer encounter problems relating to the products received, he has the right to contact the Seller’s assistance service, through the email address email@example.com, within 3 (three) days following the Delivery, to contest any discrepancies in the order, wrong items, damaged or defective items, missing parts.
The return of the defective goods will involve the replacement of the same. The Seller will be entitled to opt for a monetary refund as an alternative to replacement.
The replacement procedure is initiated upon receipt of the documentation produced by the Customer, accompanied by photographic material describing the damage claimed. The Customer is advised to keep the original packaging and the delivery document.
The Seller will contact the Customer within 3 working days in order to reduce waiting times and provide every detail for the return of the purchased products, with particular reference to the place of destination of the return and wording to be placed on the packaging.
For the return of the return it will be the Customer’s responsibility to properly pack the parts in their original packaging to avoid damage.
The production and subsequent shipment of the replacement goods will take place immediately after receipt of the return. The replacement of a product or part of it may require the same delivery times and delivery methods indicated in the purchase order or higher.
The costs of returning the products as described in the points of this chapter will be borne by the Seller.