RETURN AND EXCHANGE
If the purchaser (“Purchaser”) is a consumer, in accordance with the provisions of the Consumer Code, the Purchaser is entitled to withdraw from the agreement without paying penalties and without specifying his/her reasons within fourteen days from receipt of the products (“Products”).
Should the Purchaser wish to exercise this right of withdrawal, within the above-mentioned term of fourteen days, he/she send an email to the customer service at the email address sovainofficial@gmail.com by indicating the order number, his/her name, his/her contact details, his/her address, and, if he/she wishes, mentioning the reason of the refund or of the exchange of the Product purchased. By exercising the right of withdrawal, the Purchaser will obtain a refund of the Product purchased.
After submitting the request of return, the seller (“Seller”) will send via email to the Purchaser the “Import” code of the DHL courier; the Purchaser shall then contact DHL and communicate the relevant “Import” code in order to organize the pick-up of the parcel to be returned.
In case the Purchaser exercise the right of withdrawal, the Purchaser shall return the Article(s) to the Seller within fourteen days from the day the Purchaser send the withdrawal communication to the Seller.
The essential condition to exercise the right of withdrawal will be the substantial integrity of the Article(s) being returned.
In particular, the Products must be returned:
- properly packaged in their original packaging, in perfect condition for resale (not ruined, damaged or dirtied) and with all accessories and documentation, if present at the moment of the delivery. In case of return of vintage Products, they should return in the same conditions in which they were delivered;
- bearing the delivery note (found in the original packaging) to allow the Seller to identify the Purchaser (which include order number, name, surname and address).
Returns that are authorized by Seller must be shipped from the same country of shipment to which Seller sent the package.
In case the Purchaser requests the refund of the Product(s) purchased, after the Seller has received the Product(s) back and has ascertained that the conditions indicated at the above points a) and b) have been respected, the Seller will refund the Purchaser promptly and, in any case, no later than fourteen days from the day it became aware of the exercise of the Purchaser’s right of withdrawal, once verified that the withdrawal has taken place in accordance with the above points a) and b). The actual time for the re-credit or refund of the sums paid by the Purchaser for the purchase of Products depends on the method of payment used. The refund may be suspended until the Seller has received the Products or until the Purchaser demonstrate that he/she has returned the Products, whichever comes earlier. The refund will be credited to the payment method used by the Purchaser to place the order. The refund will include also the shipping cost.
For orders paid with credit card, the amount to be refunded will be visible on the Purchaser’s next credit card statement. Refund processing time may vary depending on the credit card company and may take up to twenty business days.
Refunds are made in the same currency of the original order. Any difference in the amount refunded may be due to changes in the currency exchange rate and will not be refunded.
If the Purchaser fails to comply with the conditions set forth at the above points a) and b), the Seller reserves the right to deduct from the refund of the amounts paid by the Purchaser an amount equal to the diminished value of the returned Product, giving the Purchaser adequate notice.
Following such notice, the Purchaser has the option to obtain back the Product(s) at its own expense and in the same condition in which it/they were returned to Seller.
In the event of defective Products, the Purchaser is requested to follow the same return instructions set forth in this section. Defective Products must be returned to the Seller promptly. In the event that the Purchaser has purchased vintage Products from the "Archive" section of the website, the Purchaser acknowledges and agrees that the legal warranty covers only those defects and faults that have not been indicated in the Product description or that do not appear in the relevant photo and that go beyond the normal wear and tear of the Product.
The Seller reserves the right to verify the condition of the defective Product before following up with the Purchaser’s requests.
If the defective Product is returned, shipping costs and taxes will be the responsibility of the Seller.
If the Purchaser is interested in an exchange of a Product, and if it is available, the Product may be exchanged for a Product of the same model in a different size or colour. Exchange for a different Product will not be accepted. It is not possible to exchange the vintage Product. The exchanged Product may be returned following the same procedure.
If the Purchaser decides to request to change the Product, he/she shall contact the Seller at the e-mail address sovainofficial@gmail.com indicating the order number, his/her name, the contact details, his/her address, and requesting for a size/colour exchange. The Seller will respond within 5 working days confirming the availability to proceed with an exchange. In case of confirmation, the Purchaser shall follow the above-mentioned instructions to send back the Product.
Once the Seller has received the Product(s) back, and after it has ascertained that the conditions indicated at the above points a) and b) have been respected, it will promptly send the exchanged Product to the Purchaser.
