I. Terms and Conditions of Withdrawal
According to the European regulation, you have the right to withdraw from the contract, without giving any reason, within 14 (fourteen) days. The withdrawal period expires after 14 (fourteen) days from the day on which you or a third party (other than the carrier) and designated by you acquires physical possession of the goods.
To exercise the Right of Withdrawal, you must inform us using one of the following methods: in writing to Gruppo Raffaella Srl, Viale della Resistenza 100/106, 70125 Bari, Tel .: 080/5690538, Fax: 080/5691926, per E-mail at email@example.com, about your decision to withdraw from this contract by an explicit declaration (for example a letter sent by post, fax or e-mail). You can also fill out and send by e-mail or fax the Withdrawal Form that will be sent to you per e-mail at the time of the return request through our website www.grupporaffaella.it in the Post-Sales area after you have logged in with your access data and followed the return request procedure. To comply with the withdrawal deadline, it is sufficient that you send the communication concerning the exercise of the Right of Withdrawal before the withdrawal period has expired.
RETURNS FROM ITALY: You are kindly requested to send back the goods or hand them over to us, without undue delay and in any case within 14 days from the day you notified us of the return request. The deadline is met if you send back the goods before the 14-day period expires. The direct costs of returning the goods will be at your charge. However, the first return for items with a value of € 100 or more is free of charge. In this case, the items must be sent with the courier indicated by Gruppo Raffaella using, where applicable, the prepaid waybill that will be provided by Customer Service via e-mail. Returns after the first, as well as returns of less than € 100 of value, are subject to payment of shipping costs by the customer, except for defective items. In some specific cases, indicated in the Withdrawal Form, it will be possible to exchange the product(s) (see section III Product Exchange Conditions). We remind you that the package containing the return is under your responsibility until it is delivered to our warehouses. This means that we are not responsible for any loss or damage due to bad packaging, or delayed delivery of the return.
RETURNS FROM OUTSIDE OF ITALY: You have the option to choose whether to use the Easy Return Service or the Customer Return Service.
The Easy Return Service includes home collection arranged by Gruppo Raffaella. Our courier will pick up the parcel within 2 days, you will only need to print out the waybill that we will provide to you by e-mail. The cost of the service depends on your country (see Standard shipping costs by country at the following link https://www.grupporaffaella.it/spedizioni.aspx). We will simply deduct the cost of Easy Return Service from your refund.
The Customer Return Service allows you to choose the express courier that you prefer. The costs are at your charge and depend on the service you choose. If you decide to use a courier of your choice, the package containing the return is under your responsibility until it is delivered to our warehouses. This means that we are not responsible for any loss or damage due to bad packaging, or delayed delivery of the return.
Please make sure that all the original labels/identification tags are perfectly intact and have not been removed from the garment, otherwise we cannot guarantee product acceptance because the products would no longer be re-sellable.
Please make sure that each item to be returned is in the same condition in which it was originally shipped and that it is carefully and neatly packed.
It is important that the item has not been worn, washed, ironed, and / or treated in any way.
The footwear for which the return is requested must not have been used. The original box is considered an integral part of the product and must be returned intact, free of scratches, writings or deformations. For this reason the original box cannot be used as the only external packaging for shipping.
The products must be returned in their original packaging (in the case of audio CDs, books, design objects, designer toys etc., the packaging must be sealed as originally; if you want to return a kit, you must return all items).
According to the law, for hygienic reasons related to health protection, all bespoke products, personalized products that have been opened after delivery are excluded from the Right of Withdrawal, such an example products belonging to the "Body & Beauty Care" category (e.g. perfumes, detergents, creams, candles, home scents, etc.).
If the conditions listed above are not respected we will not be able to accept the return, which will then be rejected and, at your request, will be returned to you at your charge. In the event that you do not accept the products returned in non-compliant conditions, Gruppo Raffaella reserves the right to retain the products and retain the amount corresponding to the purchase price of the products.
II. Effects of Withdrawal
If you withdraw from the contract you will be reimbursed all payments you have made in our favor, including all standard delivery costs (express shipping and cash on delivery fees excluded), without undue delay and in any case no later than 14 days from the day we are informed of your decision to withdraw from the contract.
Refunds will only be processed after we have received the return. The refunds will be made using the same payment method used by you for the initial transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees as a result of such refund. If you wish, as an alternative to refund on the PayPal account or on the credit card, you can choose to receive the refund through a purchase voucher, in the form of credit which will be displayed in your account, of the same value as the amounts to be refunded and which can be used for future purchases from the site www.grupporaffaella.it. The credits can be used either in full or in part, based on the value of the order or until exhaustion. The amount reimbursed will be credited when your return is accepted by us, and at that time you will receive a confirmation e-mail which will also indicate the value.
III. Conditions for Product Exchanges
In some specific cases, you will have the possibility to exchange the products purchased with others, instead of obtaining a refund of the relative price.
The service is valid only for shipments in Italy or within the EU. The cost of the service is € 6.00 for Italy and € 15.00 for countries belonging to the EU, regardless of the amount of the order, to be paid in advance through PayPal or Credit Card. In this case, the items must be sent with the courier indicated by Gruppo Raffaella. Where applicable, the prepaid waybill will be provided by Customer Service via e-mail. The shipment of the chosen product will take place once it has been proved that the product has been returned in compliance with the conditions set forth in section I. The shipment of the replacement products will be carried out by the Gruppo Raffaella, which will select the relevant carrier.
You can request the exchange of one or more products purchased on grupporaffaella.it with products of the same style, with different sizes and / or colors, or with other products.
If the price of the requested item is higher than the returned one, the price difference must be paid in advance through PayPal or Credit Card, in addition to the cost of the service.
If the price of the product chosen for the exchange is lower than the price of the product selected for the exchange, the price difference will be granted through a purchase voucher, in the form of credit that will be displayed in your account and that can be used for future purchases from the site www.grupporaffaella.it. The credits can be used either in full or in part, based on the value of the refund or until exhaustion. Under no circumstances will Gruppo Raffaella refund the difference in price between the originally purchased item and the item chosen for the exchange.
You can request the exchange of one or more products purchased within and no later than fourteen (14) days from the date of their delivery, by completing the form, to be sent via e-mail to Gruppo Raffaella within the aforementioned deadline, or to the customer services at firstname.lastname@example.org.
You can only request one exchange for each product purchased;
The products to be changed that are part of a single order must be sent to Gruppo Raffaella in a single shipment. Gruppo Raffaella, in fact, reserves the right not to accept products of the same order shipped for exchange at different times.
If all the conditions mentioned above are correctly met and the return form or e-mail containing the exchange request has been filled in and sent to Gruppo Raffaella, Gruppo Raffaella will take it up by sending you a confirmation e-mail. After Gruppo Raffaella has received the products you intend to exchange and has verified that all the requirements have been met, Gruppo Raffaella will verify the actual availability of the requested products in its warehouses.
In the event that the product(s) selected for the exchange are not available, Gruppo Raffaella will not be able to accept the change request and will therefore refund the price of the product(s) originally purchased and not replaceable, according to the procedures set out in section II. You will be contacted if your change request cannot be accepted because the returned product(s) are in non-compliant conditions. In this case, the items will be returned to you, at your expense. In the event that you do not accept the products returned in non-compliant conditions, Gruppo Raffaella reserves the right to retain the products and retain the amount corresponding to the purchase price of the products.
IV. Dispute Resolution
The European commission has set up an European online dispute resolution platform (ODR Platform) for businesses in connection with online contracts for services to be settled by customers out of court. The ODR Platform can be accessed under the following link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=IT