Right of withdrawal and returns

8.1 – Right of withdrawal

The Customer, acting as a consumer, has the right to withdraw from a distance contract without giving any reason within 14 days from the day on which they acquire physical possession of the products, subject to the exceptions provided for by applicable law.

The Customer may exercise the right of withdrawal within the above-mentioned period by sending an explicit notice, for example by email, to customer.service@mazzolari-milano.it, stating the order number and the products for which they wish to exercise their right of withdrawal.

Where available, the Customer may also use the standard withdrawal form provided for by applicable law.

8.2 – Return procedures and conditions

Customers wishing to exercise their right of withdrawal must return the products without undue delay and, in any event, within 14 days from the date on which they notified P.U.MA. S.r.l. of their withdrawal.

The deadline is met if the Customer sends back the products before the 14-day period expires.

Products must be returned in a condition that allows their nature, characteristics and functioning to be verified. The Customer is liable only for any reduction in the value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Where possible, products should be returned in their original packaging, complete with any accessories, components and documentation received. If the Customer purchased a kit or a package containing several products, the entire kit must be returned, unless otherwise agreed with P.U.MA. S.r.l.

For products that, for reasons of hygiene or health protection, have been delivered sealed and are not suitable for return once opened, the right of withdrawal may be excluded in the cases provided for under Article 59 of the Italian Consumer Code.

8.3 – Return shipping costs

Unless P.U.MA. S.r.l. has expressly agreed to cover them, the direct costs of returning the products shall be borne by the Customer.

The Customer may return the products using a shipping service of their choice, ensuring that the products are adequately packaged and protected during transport.

P.U.MA. S.r.l. shall not be liable for any damage to or loss of returned products during transport arranged by the Customer, except as otherwise provided by applicable law.

8.4 – Refunds

In the event of a valid exercise of the right of withdrawal, P.U.MA. S.r.l. shall refund all payments received from the Customer in connection with the order subject to withdrawal, including, where applicable, the costs of standard delivery.

If the Customer has expressly chosen a delivery method other than the least expensive standard delivery option offered by P.U.MA. S.r.l., any additional costs shall not be refunded.

The refund shall be made without undue delay and, in any event, within the time limits established by applicable law. In the case of sales contracts, P.U.MA. S.r.l. may withhold the refund until it has received the returned products or until the Customer has provided evidence that the products have been sent back, whichever occurs first.

Unless otherwise agreed with the Customer, the refund shall be made using the same payment method used for the original transaction. The Customer shall not incur any fees as a result of the refund.

The actual time required for the refund to be credited depends on the payment provider used:

• Credit/debit card: The refund will be issued to the same payment method used for the purchase. The time it takes for the amount to appear depends on the card-issuing institution.

• PayPal: The refund will be issued to the PayPal account used for the purchase. Any subsequent transfer of the refunded amount to a card linked to the PayPal account depends on the card issuer.

• Cash on delivery: The refund will be made by bank transfer to the bank account specified by the Customer. The time required for the funds to be credited depends on the accuracy of the bank details provided and the relevant bank.

8.5 – Inspection of returned products and reporting of damage or irregularities

If the Customer returns a product and reports damage, irregularities, defects, alterations or other discrepancies, P.U.MA. S.r.l. will inspect the product once it has been received at its warehouse.

The inspection will be carried out to establish the condition of the product and determine whether the Customer’s report corresponds to the condition actually observed upon receipt.

If the Customer reports that a product was received damaged or presents an irregularity, they are advised, where possible, to provide photographs of the product, its packaging and the shipping packaging, together with a description of the issue identified.

The outcome of the inspection will be communicated to the Customer. Depending on the circumstances and applicable law, P.U.MA. S.r.l. will proceed with a refund, product replacement or another remedy provided for by law.

The inspection carried out by P.U.MA. S.r.l. does not limit or exclude any rights to which the Customer is entitled under applicable law, including those relating to the statutory legal guarantee of conformity.

8.6 – Returned products that do not meet the withdrawal conditions

If the inspection reveals a reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning, P.U.MA. S.r.l. may apply a proportionate reduction to the refund, reflecting the reduction in value identified and in compliance with applicable law.

If the returned product does not correspond to the product ordered or is in a condition incompatible with return, P.U.MA. S.r.l. will notify the Customer.

In such cases, the Customer may be invited to arrange for the product to be returned to them at their own expense, where permitted by applicable law.

8.7 – Exceptions to the right of withdrawal

The right of withdrawal is excluded in the cases expressly provided for under Article 59 of the Italian Consumer Code and applicable law.

By way of example, the right of withdrawal may be excluded for:

• Goods made to the Customer’s specifications or clearly personalised;

• Goods that are liable to deteriorate or expire rapidly;

• Sealed goods that are not suitable for return for reasons of hygiene or health protection and have been unsealed after delivery;

• Other cases expressly provided for under Article 59 of the Italian Consumer Code.

The exclusion of the right of withdrawal shall apply only in the cases provided for by applicable law.

8.8 – Orders outside the EU

Orders placed for delivery outside the EU may be cancelled until 12:00 noon (Italian time) on the working day following the date on which the order was placed. After this deadline, cancellation requests will no longer be accepted.

The standard return policy applicable to EU orders does not apply to orders outside the EU.

In the event of a product damaged during transport, the Customer must contact Customer Service and, where possible, provide photographs of the product and its packaging. Following verification of the case, P.U.MA. S.r.l. will issue a refund for the product or, if available, arrange for its replacement.

Art. 9. Right of replacement

In the event of a replacement, the same rules as point 8 "right of withdrawal" apply. P.u.ma s.r.l. will verify the integrity of the returned product and the presence of the requested documents, after which it will preparation of the new neck, upon payment by the customer for the new shipment.