Right of withdrawal

How do I return goods?

If for any reason the customer is not satisfied with his purchase, he can return the products within 14 days of receiving the order.

The customer must contact Customer Care to be allowed to return.

Customer Service will provide instructions on how to proceed for collection by an authorized courier.

The right of withdrawal shall apply only for the entire purchased product and is in any case subject to the following conditions:

• the goods purchased must be whole and returned in their original package, complete in all their parts (including packaging and documentation (if any), etc...);
• the goods purchased must have its Return form attached;
• in no case shall labels or adhesive tapes be applied directly onto the original product package.

Right of withdrawal is totally cancelled, due to lack of the prerequisite of the wholeness of the goods (packaging and/or its contents), in all those cases where Pollini Retail SPA ascertains that:

• the original internal packing and/or external packaging are missing;
• accessory product components are missing (accessories, parts, ...);
• the product is damaged for causes other than its transport.

When the right of withdrawal is cancelled Pollini Retail SPA shall return the purchased goods to the Customer, charging him for shipping charges.

Right of withdrawal is totally cancelled, due to lack of the prerequisite of the wholeness of the goods (packaging and/or its contents), in all those cases where Pollini Retail SPA ascertains that:

• the original internal packing and/or external packaging are missing;
• accessory product components are missing (accessories, parts, ...);
• the product is damaged for causes other than its transport.

When the right of withdrawal is cancelled Pollini Retail SPA shall return the purchased goods to the Customer, charging him for shipping charges.

Who carries the cost of shipment?

Pollini Online Boutique offers free return for all your orders.

RETURNS FROM RUSSIA

Pollini does not manage returns from Russia.

The customer who wants to make a return must organize the shipment independently and at his own expense by sending the goods to POLLINI BOUTIQUE Via Leonardo Da Vinci, 1 39100 Bolzano (BZ), Italy

For a faster receipt of the refund it is necessary to contact the Customer Service at the link indicating the n. order, the code of the items to be returned and the tracking number of the shipment.

We remind you that Pollini Retail Spa cannot in any way be held responsible for the outcome of the shipment managed independently.

Until the package reaches the indicated warehouse, the responsibility of the goods in transit lies with the carrier chosen by the customer.

How am I reimbursed?

Upon receipt of the returned Customer Service assesses compliance with the requirements described. With the exception of costs for the repair of damages to the original packaging, Pollini Retail SPA will reimburse the customer within 14 days max from the return of the goods. This term may be delayed if holidays are included. The refund will occur with different method depending on the payment system used in the order. In case of return, the shipping cost, paid by the purchaser, is included in the cost of the return shipment, and thus offset by it, unless otherwise indicated by individual promotions.

Procedures and Regulations

If the Customer is a consumer (viz. a natural person who purchases the goods for purposes that do not relate to his own professional activity, or rather he does not make the purchase specifying, in the order form to Pollini Retail SPA, a VAT No. reference) then in accordance with article 5 of Decree Law 185/1999 he is entitled to withdraw from the purchase contract for any reason whatsoever without the need to give explanations and without any penalty except as specified below.

• The Customer, to exercise this right, must log in at the website and refer to the “Return Item” section which is in the personal area. Otherwise, it is necessary to fill the following form in and to follow the instructions therein. Once the above-mentioned withdrawal notice has been received the Pollini Retail SPA Customer Service shall promptly inform the Customer of the reception of the request and give instructions for return of the goods which must be received by Pollini Retail SPA within 14 days of the date of authorization.
• The right of withdrawal is in any case subject to the following conditions:
  1. the right shall apply only for the entire purchased product;
  2. the goods purchased must be whole and returned in their original package, complete in all their parts (including packaging and documentation (if any), etc...);
  3. in no case shall labels or adhesive tapes be applied directly onto the original product package;
  4. the return shipping charges and duty taxes (when calculated) are to be charged to the Customer;
  5. shipment, until certification that receipt by our warehouse has taken place, is under the entire responsibility of the Customer.
• If the goods are damaged during transportation Pollini Retail SPA shall notify the Customer thereof (within the 5th day of receipt of the goods at its own warehouses) so as to permit the Customer to promptly give notice to the carrier he selected and obtain refund of the value of the goods (if insured). In this case the product will be made available to the Customer for return, simultaneously cancelling the request for withdrawal. Pollini Retail SPA in no way answers for damages or theft/loss of goods returned by uninsured shipments. When the product arrives (at the warehouse), it will be inspected to evaluate any damages or tampering not caused by shipment. Whenever the original packaging and/or packing are damaged, Pollini Retail SPA shall deduct a percentage from the refund, in any case not greater than 10% of the value of the refund, as compensation for restoration costs.
• Except for any charges for restoring damages caused to the original packing, Pollini Retail SPA shall refund the Customer the full amount that has already been paid, included shipping costs paid for receiving the order, within 14 days of return of the goods, doing so by Bank Transfer. In this latter case the Customer must promptly provide his bank data in order to obtain refund (ABI - CAB Codes - Current Account of the addressee of the invoice), Pollini Retail SPA will refund to the customer all the amount except for the freight charges within 14 days after receipt of the returnet material. The reimboursament will be made by Pollini Retail SPA on the credit card used by the customer.
• Right of withdrawal is totally cancelled, due to lack of the prerequisite of the wholeness of the goods (packaging and/or its contents), in all those cases where Pollini Retail SPA ascertains that:
  1. the original internal packing and/or external packaging are missing;
  2. accessory product components are missing (accessories, parts, ...);
  3. the product is damaged for causes other than its transport.

When the right of withdrawal is cancelled Pollini Retail SPA shall return the purchased goods to the Customer, charging him for shipping charges.