Returns & refunds

United States

This policy governs returns or exchanges of products purchased by individuals (“you” or “Customer”) from the United States section of www.renecaovilla.com (the “Site”).  Unless a product is marked “Final Sale” on the Site you may return or exchange a product purchased from the Site for any or no reason without incurring any penalty, by complying with the return procedures set forth herein.

If you are not fully satisfied with your online purchase, you may exercise your right to return a product by filling the appropriate Return form or sending written notice of your desire to return the product within fourteen (14) days of your receipt of the product (a “Return Notice”) to FiloBlu USA, Corp. (“Filoblu”) at the following email address: customercare@caovilla.com. The Return Notice must include your original order confirmation number and the reason for return, which may include any of the following: (i) too small; (ii) too large; (iii) item not as pictured; (iv) item damaged or defective; or (v) changed mind. Upon receipt of a Return Notice, FiloBlu shall provide the Customer with instructions on how to carry out the return or exchange.

 

Registered users can access the "Return" section of their user dashboard and manage return requests.

 

Unregistered users must complete the form at the following addresses:

 

UNITED STATES - https://www.renecaovilla.com/us/sales/guest/form/

 

Unless otherwise notified in writing by FiloBlu, shipment of product(s) for return must be sent to FiloBlu at your sole and exclusive expense, to the following address: RENE CAOVILLA, C/O ELENA PUHA, 2113 VIA FIRENZE, HENDERSON, 89044 NEVADA, USA, within thirty (30) business days of your receipt of the product(s). All products sent to FiloBlu for return or exchange must be returned new, unused, in the original box and/or packaging, with all labels, tags, leaflets and/or certificates intact and affixed (if applicable), and accompanied by the original invoice. FiloBlu will not accept returns of used, worn, altered or damaged items. FiloBlu reserves the right to reject any return or exchange of product(s) that does not meet any or all of these requirements, as determined by FiloBlu in its sole and exclusive discretion. In the event of such rejection, FiloBlu shall deliver the product back to the Customer at the Customer’s sole cost and expense.

 

In the event of a return or exchange, the risk of loss shall be borne by the Customer until the product arrives at the address indicated by FiloBlu for return processing. FiloBlu will inspect all returned shipments promptly upon delivery, and in the event of any damage or loss in transit, FiloBlu shall notify the Customer so that the Customer may file a complaint or take any other action necessary against the applicable courier. FiloBlu agrees to cooperate with the Customer to provide evidence of such damage or loss to the extent reasonably practicable, provided that doing so does not unduly burden FiloBlu, including, without limitation, by shipping the product back to the Customer at Customer’s sole cost and expense.

 

Upon receipt of any returned products and inspection of the same by FiloBlu, if FiloBlu determines, in its sole discretion, that all of the above conditions for return or exchange have been met, FiloBlu shall, as requested by the Customer, either (i) arrange to refund the Customer for the amount paid for the product, exclusive of shipping and handling charges, taxes, custom duties and other charges related thereto, or (ii) ship the exchange product to the Customer, subject to availability. Refunds or exchanges, if any, shall be executed within approximately fourteen (14) business days from the date that the returned product is received at the FiloBlu warehouse. Such time frame is an estimate only, and FiloBlu shall not be liable for failure to issue refunds/execute exchanges in the time frame estimated. Refunds shall be issued via the same payment method used by the Customer in the initial transaction. Please note that, with respect to payments made by credit card, depending on your credit card company, it may take an additional 3-10 business days after your credit is applied for it to post to your account.

 

Filoblu is unable to process returns for purchases made in retail stores. If received by Filoblu, these items will be sent back to the Customer, at Customer’s sole cost and expense. For retail store returns, please bring the product back to the store at which the purchase was made.

 

Canada

1. Right of withdrawal

1.1 Pursuant to article 52 of Legislative Decree 206/2005, as amended by Legislative Decree 21/2014, Customers may withdraw from the Conditions and, accordingly, the contract of purchase for any reason, without need to adduce grounds and free of any penalty, within 14 (fourteen) working days of the date the products were received. 

1.2 To exercise their right of withdrawal as in clause 5.1 above, Customers must, within the term indicated, send FiloBlu notification to this effect at the email address customercare@caovilla.com, or use the form for that purpose displayed at the Site, or submit any other explicit statement of their decision to withdraw from the contract. If withdrawal is exercised using the form at the Site, consumers will receive, on a durable medium, confirmation of receipt of the rescission they have exercised.

1.3 In the event of withdrawal, Customers must, at their expense, send back the products to FiloBlu within 14 (fourteen) days of the withdrawal to the following address: FiloBlu c/o Snatt Logistica Spa Via Kennedy 12/B 42040 Campegine (RE) Italy. The goods must be returned intact, complete in all their parts and in the original packing (envelopes and packaging), having been kept and possibly used for the time strictly necessary for establishing and checking their nature, characteristics, and size, in accordance with normal diligence, without there being signs of wear and tear or dirt, having regard for the conditions set out below: 

● the right of withdrawal can apply to the product purchased in its entirety: in it not possible to exercise withdrawal solely with regard to a part of the product purchased (for example: accessories, complementary items, etc…..);

● for withdrawal to be possible, the product must be intact and returned in the original packaging, complete in all its parts (including packing and any documentation and accessory provision: labels, tags, seals, etc…); 

● the expenses for forwarding the goods to return them (and any customs expense, if applicable) shall be payable solely by Customers; 

● up until certified receipt has a been taken at the warehouse indicated by FiloBlu, Customers shall bear full responsibility for the forwarding of the goods; 

● if the goods are damaged during carriage, FiloBlu shall give notice of this to Customers, so that they can promptly make a complaint to the carrier they have chosen and obtain the corresponding reimbursement; the product shall then be made available to Customers and, at the same time, the request to withdraw will be cancelled;

● in no sense shall FiloBlu be answerable for damage, theft, or loss that occur during or in any way as a result of the forwarding of the goods for their return. 

1.4 FiloBlu, without prejudice to the provisions of clause 5.5 below, shall reimburse Customers the entire amount already paid, net of any additional forwarding costs in accordance with paragraph 2, article 56 of the Consumer Code (Legislative Decree 206/2005) as amended by Legislative Decree 21/14, within 14 (fourteen) days of the withdrawal, through a procedure that reverses the amount charged, using the same means of payment used by the Customer for the initial transaction, barring an agreement otherwise. Whatever the circumstances, Customers shall not bear any cost as a consequence of said reimbursement. FiloBlu may suspend the reimbursement until receipt is taken of the returned product or until the time that Customers demonstrate that they have correctly sent back the product, if earlier.

1.5 In any case, Customers shall be responsible for the reduction in the value of the product resulting from handling the product in a way other than that needed to establish the nature, the characteristics, and the operation of the product.

FiloBlu may therefore withhold from the amount to reimburse the Customer the sum arising from said reduction in the value of the product.

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