Returned Goods and Refunds

Right of Withdrawal

In accordance with the articles 64 (and followings) of the Consumer Code and in general with the European Directive 2011/83/UE, the Customer who is the final Consumer, has the right to withdraw from the Product purchase contract without any penalty and without explanations, within 14 days since the Product receipt.

To exercise this right, the Customer will have to send to Italia dei Sogni s.r.l. a written notice on this within 10 working days since the date of the Product receipt. This communication will have to be sent via email to the address: servizioclienti@italiadeisogni.it or sent by registered mail to the following address: Italia dei Sogni – via Cogne 35 – 40026 Imola (BO). We recommend to anticipate it via email to speed up the timing to the address: servizioclienti@italiadeisogni.it

In the withdrawal communication, the Customer has to indicate the purchase order number; the Product or the Products for which he intends to exercise the withdrawal right, specifying clearly the intention to withdraw. We also advise the Customer to attach copy of the purchase tax documentation to the notice of withdrawal.

Once the withdrawal notice has been received, the Customer Service of Italia dei Sogni s.r.l. will communicate to the Customer the unique code AMR (Authorized Merchandize Return) and the shipping address of the goods to be returned. It is binding that the Product is returned within 14 (fourteen) days since the notification of the AMR code. Besides it is specified that for the purposes of the deadlines, the Product is intended already returned when it is delivered at the accepting post office or at the forwarder.

The full integrity of the good is a binding condition for exercising the withdrawal right. The Product will have to be guarded with great diligence and returned perfectly intact, complete in all its parts accessory and packaging, perfectly working and without any sign of wear or dirt. The Product will have to be returned in the original packaging and in turn it will have to be put in a further packaging. The AMR code, shipping address and various directions will have to be affixed exclusively on the latter, as on the original packaging it isn’t possible to affix any label or tape. The withdrawal, besides, finds application at the Product in its entirety, therefore it is not possible to exercise the withdrawal only on accessories and/or parts of the purchased Product.

The costs of packaging and Product return are totally at customer’s charge. The return takes place under the full responsibility of the Customer till the receipt confirmation by Italia dei Sogni. The Customer is liable for any damage sustained during transport.

In accordance with the Consumer Code, only after the Product receipt and only after the positive verification of compliance with the terms and of the procedures for exercising the withdrawal right, and the complete and perfect integrity of it, Italia dei Sogni s.r.l. will proceed, within 10 days since the day in which it has received the returned Product, to refund the sums paid by the Customer for the purchase. The refund will not include the packaging costs and redelivery at our office or other address indicated during the notice of AMR code. The refund will takes place by the transfer procedure of the charged amount on Customer’s credit card or by PayPal, in the case in which he has used these modalities of payment. In all other cases, by bank transfer. In this regard, the Customer will provide in writing also in the withdrawal notice, the data and bank details so as to allow to Italia dei Sogni s.r.l. to be able to make the refund.

In the case in which the Product is damaged during transport, Italia dei Sogni s.r.l. will report the incident to the Customer within 4 working days since the Product reception, to allow him to exercise any recourse rights that belong to the Customer towards those who have made the shipment on his behalf. In this case, the Product will be made available to the Customer, in order to regain possession of it and, simultaneously, lacking the condition of integrity of the Product, will be refused the withdrawal request.

The right of withdrawal is not applied:

• a) In case of supply of custom-made goods or personalized;
• b) In case of goods which, for their nature, can’t be returned or they are liable to deteriorate or expire quickly;
• c) In the case in which the purchase has been made in the occasion section (ex. refurbished products);
• d) In case of supply of sealed goods which can’t be returned for hygienic reasons or related to health protection and opened after the delivery;
• e) The withdrawal is not possible for foodstuffs and in the other cases provided by law.

In the case in which the withdrawal has not been carried out in accordance with the article 64 and followings of the Consumer Code and/or European Directive 2011/83/UE and, in particular, in the case in which the Product is not intact in all its parts and/or accompanied by its accessories and/or by elements that form an integral part and/or it is devoid of the original package when it is part of the Product, when it is damaged or used by the Customer beyond the limit of the reasonable diligence, it does not result in the termination of the contract and consequently it does not give right at the refund of the amount paid by the Customer for the Product. The Product remains at Italia dei Sogni s.r.l. or other place indicated in writing via email to the Customer, available for withdrawal, which must take place at the expenses and responsibilities of the Customer.

Exercising the withdrawal right, after a not necessary handling to determine the nature, the features, the operation of the same and what is not necessary to evaluate the aesthetic features, will make the Customer responsible of a possible reduction in value. For evaluating the Product and its features, the Consumer is required to handle and examine it with the same care and attention paid for Products sold in a real shop: for example, a bag or a clothing accessory can be tested but not worn, nor used in any way. Consequently, the Customer who intends to assert the withdrawal right, on terms and within the specified times, should handle and inspect the Product with the due diligence for preserving the full integrity of the good.

The goods on which the withdrawal right is exercised must be perfectly intact and undamaged, without signs of any damage, without signs of wear, packaged in their original packaging, complete of any accessory or all things delivered with the Product. Otherwise, Italia dei Sogni s.r.l.will evaluate whether to reject the withdrawal request or whether to deduct from the refund an amount corresponding to the decrease in value, as the Product itself is no longer sellable as new.