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Right of withdrawal

How do I return goods?

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 SRL 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 SRL 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 SRL 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 SRL 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.

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 SRL will reimburse the customer the full sum paid 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.

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 SRL, 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 SRL 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 SRL 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 SRL 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 SRL 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 SRL 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 SRL 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 SRL 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 SRL 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 SRL 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 SRL shall return the purchased goods to the Customer, charging him for shipping charges.