RETURNS & REFUNDS
INFORMATION NOTICE ON THE RIGHT OF WITHDRAWAL AND RETURN OF FAULT OR NON-CONFORMITY
If you are not satisfied with your purchase for any reason, you can return the products within 14 days from receiving the order.
Upon receipt of the order, you must anyhow wait 24 hours to allow updating the delivery status inside your personal account. Once updating has been carried out, the return option will be enabled.
If you are already registered on the site, return directly from your reserved area.If you are not registered, you can request it by clicking on the "Non-registered User" link shown below.
NOT REGISTERED USER
If you want to return a product, follow these simple steps:
1. After 24 hours from receiving the order, log in your account here: Login. Click on section “My Orders” and then on “Return request”. Select the order containing the items you wish to return or replace, specifying the reason and the request.
Please note that you can only return products that are received damaged, defective or wrong; can be replaced: replacements for size changes are not accepted.
Check your mailbox, you will receive a confirmation email containing the return form with the Return Authorization Code (RMA), the courier contacts to return the package and the address of our warehousethat you will have to print and apply outside the box containing the products you wish to return. Do you want to reprint your Return Form? You can download it directly from the return confirmation email.
The products must be returned in the same condition in which you received them, i.e. in perfect condition, with all their unused components, in the original packaging and with any instructions, labels and tags still attached to the product.
Returned items will be checked by our warehouse to verify that they have been returned intact and we will charge any decrease in the value of the goods, reimbursing you only the residual value of the Product.
Print the return form and insert it inside the box containing the products you want to return. Apply the address of our warehouse to the outside of the box.
Send your return to the following address:
c/o Tws Logistica SRL
Via Philips, 12
20900 Monza (MB) - ITALY
Keep the shipping receipt
When the package returns to our warehouse, we will proceed with the refund with the same payment method used for the purchase (credit card, prepaid, PayPal, etc.) or by bank transfer.
LEGAL WARRANTY OF CONFORMITY - RETURNING DAMAGED, FAULTY OR WRONG ITEMS
In the event of defects or non-conformities, you will be entitled to have the Product restored to conformity, through repair or replacement, or alternative remedies in the cases expressly provided for by Legislative Decree n. 206/2005 (Consumer Code).
If you have received a damaged, non-conforming, defective or incorrect product, you can request the repair, replacement or refund of the item. Pursuant to and for the purposes of the European Directive 771/2019 / EC and the Consumer Code, the products you have purchased are covered by the legal guarantee of conformity, which covers conformity defects of the products for a maximum period of 24 (twenty-four) months from their delivery , it being understood that your action to assert the aforementioned lack of conformity will expiry in any case within the term of twenty-six months from delivery.
To request a refund, follow the instructions set out in the previous paragraph – “Return request” – indicating as specific reason “Damaged, non-compliant or wrong product” and enclosing one or more images of the item in object, clearly showing the defect.
At end of the procedure, you will receive a confirmation email containing the return form and all the instructions to proceed with the shipment.
The authorization to return the products shall, under no circumstances, infer acknowledgement of the defect or non-conformity; this aspect will be assessed once the products have been returned.
We reserve the right to reimburse the faulty item only after carrying out suitable quality checks, to verify the actual non-conformity of the returned product. If the product is found defective, we will issue the refund with the same payment method used for purchase (credit card, pre-paid card, PayPal, etc.) or through bank transfer.