Refund policy
Placing an Order implies the Customer's full acceptance of this Refund and Return Policy, whose terms are outlined below.
1. Right of Withdrawal
The user has the right to withdraw from the contract within 14 days without providing any reason, except for Personalized items, which, in accordance with Article 59 of the Consumer Code, are excluded from the right of withdrawal.
2. Withdrawal Period
The withdrawal period for non-personalized products will expire 14 days after the day the user or a third party, other than the carrier and designated by the user, acquires physical possession of the goods.
3. Compliance with the Withdrawal Period
To comply with the withdrawal period, it is sufficient that the communication regarding the exercise of the right of withdrawal is sent before the expiration of this period.
4. Effects of Withdrawal
4.1 Return shipping costs are always the responsibility of the Customer. Elleti will refund only the value of the returned goods, excluding shipping costs.
4.2 The Customer may choose the preferred courier or postal service.
4.3 In case of withdrawal from this contract, Elleti will refund the payment made by the Customer, excluding shipping costs, without undue delay and in any case no later than 14 days from the date Elleti was informed of the user's decision to withdraw from this contract.
4.4 The goods must be in the same condition as received and never used; otherwise, the refund cannot be processed. Elleti reserves the right to evaluate the condition of the returned goods before issuing a refund.
4.5 Refunds will be processed using the same payment method used for the initial transaction. If the refund is requested and the payment was made via PayPal, the refund will be processed automatically. If the payment was made via bank transfer, the Customer must provide an IBAN and account holder name (first and last name) for the refund.
5. Right of Retention
The refund may be withheld until the goods are received or until the Customer provides proof of returning the goods, whichever occurs first.
6. Return of Goods
The Customer is required to return the goods to Elleti without undue delay and in any case within 14 days from the date they communicated their withdrawal decision. The deadline is met if the goods are returned before the 14-day period expires.
7. Return of Defective or Non-Conforming Products
If the Customer believes that the product is not compliant with the Contract upon delivery, they must immediately contact Elleti by sending an email to info@elleticollection.it, providing product details and attaching photos. Elleti will provide the procedure to follow.
The item must be returned within 14 days from the communication.
If the defect was present at the time of delivery, Elleti will offer either a replacement or a refund (partial or full, depending on the case), provided it is objectively possible and not excessively burdensome for Elleti under applicable law.
Elleti will carefully examine the returned product and notify the Customer of the results of the verification within 14 days from receipt.
Elleti is only responsible for damages or defects present at the time of delivery. Any damages or defects occurring after product use will not be covered.
Non-compliance defects do not include:
- Damage caused by daily use, wear, and improper handling.
- Signs of rubbing, scratches, abrasions, and structural damage due to product overloading or incorrect use.
- Defects resulting from lack of care and maintenance.
- Alterations or modifications made by the Customer after delivery.
- Used and/or altered goods that are no longer in their original condition.
8. Shipping Costs
The direct costs of returning the goods will always be borne by the Customer.
9. Compensation for Decreased Value of Goods
The Customer is responsible for any decrease in the value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.
10. Personalized Products
In accordance with Article 59 of the Consumer Code, personalized items are excluded from the right of withdrawal and cannot be returned.
10.1 Due to technical reasons or factors beyond our control, colors, textures, letter designs, and actual sizes may vary slightly from what is displayed on the screen. Small irregularities in leather and engraved initials should not be considered defects but rather a testament to the genuine craftsmanship of our work.
These unique characteristics may include slight color variations, small imperfections, or subtle differences resulting from the handmade production process.
Similarly, as personalized products, they cannot be returned or exchanged.
10.2 The Customer guarantees that they are authorized to use the texts and other elements included in the product customization. Although Elleti reserves the right to deny personalization or cancel orders that do not comply with these conditions, the Customer remains solely responsible for the requested personalization.
Elleti may refuse personalization or cancel orders if the requested customization contains inappropriate content, third-party property, or any unlawful elements.
Elleti does not assume responsibility for verifying the legitimacy of texts or other elements used in personalization. Consequently, Elleti is not responsible for any damages caused to third parties, whether private individuals or entities.
10.3 The preview shown during the customization process is an indicative representation and not binding. To ensure the best quality, we reserve the right to make minor adjustments to size, positioning, and graphic rendering, especially if excessively detailed or small requests compromise durability and aesthetics.
We strive to maintain the spirit of the requested personalization, but we are not responsible for any differences from the preview. Our goal is to ensure a final product that meets our high-quality standards.
11. Sale Products
Sale or discounted products (non-personalized) from the previous collection cannot be returned or exchanged.
For current collection products (non-personalized), they cannot be refunded but may be exchanged.
12. Resolution of Incorrect Orders
If an Order is placed incorrectly (e.g., wrong product selection or quantity), no refund will be issued. However, a store credit voucher of equal value to the incorrect order will be issued.
This policy is valid only for orders that have not yet been processed, personalized, and/or shipped. Once an order is processed, no refunds or similar resolutions will be possible.
The Customer is responsible for verifying order details before completing the purchase and must promptly inform Elleti of any mistakes at info@elleticollection.it.
13. Responsibility
13.1 Elleti is not responsible for delays or lost returns. Any issues with the return shipment must be handled by the Customer directly with the selected courier.
13.2 The Customer may choose to return items using our courier service by contacting Customer Support via WhatsApp chat or email. The shipping cost will be communicated accordingly.
14. Store Credit
As an alternative, the Customer may opt to receive a refund in the form of store credit, which can be used in a single transaction for an amount equal to or greater than the value of the returned item.
15. Order Modifications
Elleti processes orders quickly and cannot guarantee modifications once an order is placed. The Customer may try contacting Customer Support, but if the order has already been processed, no modifications can be made.
15.1 Personalized orders cannot be modified.
16. Acceptance of the Refund and Return Policy
Before placing any Order, the Customer is invited to read this Refund and Return Policy carefully.
By placing an Order, the Customer declares that they have read, understood, and fully accepted the terms regarding Refunds and Returns.
Model Withdrawal Form
If you wish to withdraw from the contract, please fill out and return this form after approval from Elleti Customer Support:
Recipient: Elleti Collection – info@elleticollection.it
I/we () hereby notify my/our () intention to withdraw from the sales contract of the following goods ()/ for the provision of the following services (), ordered on ()/received on (), Name of the consumer(s), Address of the consumer(s), Signature of the consumer(s) (only for paper forms), Date
(*) Delete the non-applicable option.