RETURNS AND EXCHANGES
Pursuant to the Consumer Code (Legislative Decree 206/2005), the Customer acting as a Consumer, i.e. as a natural person purchasing for purposes unrelated to their business, commercial, craft or professional activities, has the right to withdraw from the purchase contract, without giving any reason, within 14 calendar days from the day on which they received the product.
To exercise the right of withdrawal, the Customer must send the Seller an explicit notice within the aforementioned period, using one of the following methods:
– by completing the contact form on the website, stating in the subject line: “Return request for order no. XXXX”;
– by sending an email to hello@redelk.it, stating in the subject line: “Return request for order no. XXXX” and specifying in the body of the email the products they wish to return.
Once the request has been received, Customer Service will provide the Customer with instructions on how to return the goods.
The product must be returned intact, unused, unwashed, undamaged, complete with any accessories, tags and labels and, where possible, in its original packaging or, failing that, in packaging suitable to ensure its proper preservation and transport.
The Seller reserves the right to refuse the return or to reduce the refund amount if the returned product is found to have been:
– used in a manner other than that necessary to verify its nature, characteristics and fit;
– lacking tags, labels, accessories or essential packaging;
– damaged, soiled, washed, altered or unsuitable for resale as new.
The Customer may return the item:
– via the courier specified by the Seller;
– or via their own courier or postal service.
In all cases, the cost of returning the item from the Customer to the Seller is always borne entirely by the Customer, whether in the case of withdrawal with a refund or a request for a replacement or size exchange.
Should the Customer arrange the shipment independently, the Seller recommends using a trackable and adequately protected service. The Seller shall not be liable in any way for theft, loss, damage or delay relating to returns sent directly by the Customer. If the product is not received at the Seller’s warehouse, no refund shall be due.
The Customer may also use the standard withdrawal form available at [insert URL]. Use of the form is not mandatory: any explicit statement of withdrawal sent to the Seller within the statutory time limits remains valid.
Returns with refund
Should the Customer exercise their right of withdrawal without requesting a replacement, the Seller, upon receipt of the product and verification of the return’s compliance, will refund only the price actually paid for the returned product.
The Seller will process the refund without undue delay and in any event within 14 days of receiving the notice of withdrawal, using the same payment method used for the initial transaction, unless otherwise agreed. The refund may be withheld until the returned product is received or until the Customer has provided proof of dispatch, whichever is earlier.
The following will not be refunded under any circumstances:
– the costs incurred by the Customer for returning the goods;
– any costs for ancillary services;
– any additional delivery costs chosen by the Customer over the standard delivery offered by the Seller.
The time taken for the refund to be credited to the credit card or bank account depends solely on the bank or payment service provider and is not within the Seller’s control.
Size exchange or product replacement
The Customer may request a size exchange or product replacement within 14 calendar days of receiving the goods by contacting Customer Service in the same manner as for returns.
Requests for replacements or size exchanges are subject to:
– verification of the integrity of the returned product;
– availability of the product or the requested size at the time the request is processed.
Even in the case of a size exchange or replacement, the Customer must return the product following the returns procedure and bear the full cost of returning the product to the Seller.
Once the Seller has received and checked the returned product, they may:
– dispatch the replacement product, if available;
– offer an alternative product of equivalent value;
– if unavailable, proceed with a refund of the price of the returned product.
Unless otherwise expressly agreed, the costs associated with the new shipment of the replacement product may also be charged to the Customer and will be communicated by Customer Service prior to confirmation of the replacement.
Size exchanges or replacements are a courtesy service, subject to product availability and the Seller’s acceptance of the return.
Exclusions
Products purchased via the website cannot be returned, exchanged or delivered to RedElk retail outlets.
For anything not expressly provided for in this section, please refer to the General Terms and Conditions of Sale published on the website.