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SHIPPING & RETURNS
SHIPPING POLICY
The Supplier will deliver the selected and ordered Products, in the manner chosen by the Buyer or indicated on the website at the time of the Product offer, as confirmed in the order confirmation e-mail.
The shipment of the products will take place within 14 (fourteen) working days from the confirmation of the order or, in the case of a presale, within the different deadline indicated on the Site. In the event that the Supplier is unable to ship within these deadlines, the Buyer will be promptly notified by e-mail.
The Products are shipped and delivered to the courier intact and without defects. Any liability of the Supplier for any delays or damage attributable to the transporter's fault is excluded. It is up to the Buyer to check upon receipt of the Product the conformity and integrity of the Products shipped, that the package has not been damaged, is wet or otherwise altered in the closure. Otherwise, the Purchaser is required to indicate any reservations and observations in the delivery note and to communicate them immediately to the Supplier. In the absence of reservations raised by the Buyer, the Supplier will assume the conformity and integrity of the Products delivered.
The Purchaser acknowledges that in case of refusal of the Products or non-delivery of the same for reasons attributable to him or to his recipient (such as incorrect address and / or telephone number of the recipient, repeated absence of the recipient, etc.) the Supplier may withhold the Products and charge the Buyer an amount corresponding to the shipping costs of the Products and the costs of their return. The Buyer will then be reimbursed only for the price paid for the Products.
If the Products are to be delivered to a country outside the European Union, the total price indicated in the order, including indirect taxes (if applicable), is net of any customs duties and any other sales tax that the Buyer undertakes as of now to pay, if due, in addition to the price indicated in the order in accordance with the provisions of the law of the country in which the Products will be delivered. The Purchaser is invited to inquire with the competent bodies of their country of residence or destination of the Products, in order to obtain information on any duties or taxes applied in their country of residence or destination of the Products.
RETURN & EXCHANGE POLICY
Products can only be returned for the following reasons:
• Reimbursement
• Replacement of products of the same type
The products must be returned in the same conditions in which they were originally shipped.In proceeding with the shipment, the original wrapping and packaging of the Product, or in any case equivalent, must be used, which preserve its integrity and protect it adequately during transport, under penalty of the loss of the right to full or partial refund. Returned items must not have been used or altered in any way and must be returned with the original labels and complete with any accessories received in the package.
The shipping packaging must not be damaged or altered and must not be used as a shipping box / box. In case of damaged or incorrect items, due to an error made by Sustaina Srl, customers are asked to follow the instructions above. Customers are required to provide photographic evidence that proves the defect or error. In such cases, all shipping costs and other costs will be the responsibility of Sustaina Srl. Returns must be sent in the box originally used by Sustaina Srl, accompanied by a copy of the invoice / receipt.
The shipping costs for the return of items purchased at full price or discounted at less than 50% are charged to Sustaina Srl. The shipping costs for the return of items discounted by 50% or more are charged to the customer. Any extra amount is always charged to the customer. Below are the estimated costs for returns in the various geographical areas:
• Italy: € 15
• EU: € 25
• extra EU (rest of the world): € 40
Returns authorized by Sustaina Srl must be shipped from the same country in which the order was originally shipped, and with the courier indicated by Sustaina Srl in the e-mail containing the return instructions. Sustaina Srl reserves the right not to accept returns if the customer entrusts the shipment to a courier other than the one indicated, and in the event that the delivery involves additional costs for Sustaina Srl or requires collection at a branch of the courier. Sustaina Srl reserves the right to refuse returns that have not been authorized or not sent in compliance with its policy. In these cases, Sustaina Srl can return the package to the address of the sender of the original shipment. In the event of unauthorized or non-compliant return acceptance, Sustaina Srl may withhold 10% of the value of the returned goods from the refund due. For anything not expressly expressed, the European standard for distance trading is valid.