Refund Policy
The right of withdrawal consists of the Customer's right to withdraw from the Contract by returning the purchased Products with the consequent refund of the Price.
RETURNS
In accordance with the law in force, pursuant to Article 57 of Legislative Decree 206/2005, the Customer has the right to withdraw from the purchase without penalty and without specifying the reason, within 14 (fourteen) days from the date of receipt of the products. Customers who wish to avail themselves of this right may request a return directly from their account management page, select the ordered product they wish to return, click on "Request return", indicate the reason for return and proceed with the request. If the customer registered his account before 16/02/2023, he can find this information at the following link: https://shopify.com/66427420918/account.
Alternatively, it is possible to request a return by sending an email to customercare@lanaioli.com within 14 (fourteen) days of receipt of the goods, indicating the order number and the product you intend to return.
To be eligible for a return, the item must be in the same condition in which it was received, never worn, unused or stained, with labels and in its original packaging.
If the return is accepted, the Customer will receive a return shipping label and instructions on how and where to send the package to the email address provided during registration. Items returned without having first requested a return will not be accepted. If the customer's country of residence is not Italy, the shipment of goods may take longer than expected.
The return has different costs depending on the country in which the purchase was made and the return requested:
- For Italy, Vatican City, Republic of San Marino, the return has a fixed cost of 10 (ten) euros charged to the Customer;
- For the rest of the EU countries, UK and Switzerland the return has a fixed cost of 20 (twenty) euros to be paid by the Customer.
The cost of the return is deducted from the amount to be refunded to the Customer.
For any other information on returns you can send an email to customercare@lanaioli.com.
DAMAGES AND PROBLEMS
The Customer is obliged to check the order upon receipt and to contact us immediately if the item is faulty, damaged or if you receive the wrong item, so that the Owner can assess the problem and solve it.
Unfortunately, returns on sale items or gift vouchers cannot be accepted.
EXCHANGES
Exchanges of size or colour are not possible. In the event that the wrong size has been purchased, the customer must request a return and make a new purchase of the desired item.
REFUNDS
As provided for in Article 56(3) of Legislative Decree 206/2005, as amended by Legislative Decree 21/2014, the Holder may suspend the refund until receipt of the goods or until the Customer proves that he has returned the goods.
Once the item has been received and inspected, the Holder will send an email to the Customer for acceptance or rejection of the return. If approved, the Customer will be refunded within 10 working days, using the same payment method used by the Customer to make the initial purchase. The Customer should be aware that the bank or credit card company may take some time to process and send the refund as well.
If more than 15 (fifteen) working days have passed since the return was received, the Customer must contact customer service by email at: customercare@lanaioli.com.
Update 05/01/2024