Right of withdrawal and returns

Article 8. Right of Withdrawal

8.1 - The Customer has the right to withdraw from the contract, without providing a reason, within 14 days of receiving the products.
The Customer can exercise the right of withdrawal within this period by notifying it via email to customer.service@mazzolari-milano.it.

8.2 - The Customer who intends to exercise the right of withdrawal must return the products perfectly intact and unused (still wrapped if received in this way) to the address indicated on the invoice/transport document within 14 days from the receipt of the products.

Pursuant to Article 55, second paragraph, of the Consumer Code, the Customer shall not have the right of withdrawal in the following cases:

  • Used or damaged products.
  • Products opened by the Customer, therefore no longer intact.
  • Supply of products made to measure or personalized, or which by their nature cannot be returned or risk deteriorating or altering rapidly (e.g. cosmetics).

8.3 - The return costs of the products are borne by the Customer. The customer must arrange the shipment with a shipping service of their choice. P.U.MA S.r.l. will refund, within 14 days from the date of receipt of the products by the Customer, the entire price paid by the Customer in case of return of the product complete with all its parts and functionalities and in accordance with the conditions for withdrawal. The products must be returned in their packaging; the packaging must be sealed as originally; if you want to return a kit, you must return all the items that make it up.

In the event of a shipping error on the part of P.U.M.A. S.r.l., the cost of the return will be borne by it. The Customer, in this case, will be able to decide whether to receive the correct product or request a refund.

8.4 - The money will be refunded via the channels used for payment or bank transfer.

The actual time for crediting or refunding the sums paid by you for the purchase of the products depends on the payment methods used:
  • Purchase by credit/debit card: the time required to view the refund depends on the card issuer. Please note that the value date of the refund is the same as the debit date;
  • Purchase via PayPal: the refund will be made to your PayPal account and will be immediately visible. The actual refund to the credit card from your PayPal account depends on the card issuer.
  • Payment in cash on delivery: the refund is made to the current account indicated by you, so the refund time depends on the correctness of the data you enter and the credit institution where you opened the account.

8.5 - You will also be contacted if your return cannot be accepted because it does not comply with the conditions mentioned above at point 8.2. In this case, you will be informed, due to the decrease in value of the returned products, or if you want to have the purchased products back at your expense.

In case you refuse this shipment, P.U.MA. SRL reserves the right to retain the products and the amount indicated for the deduction of the refund, due to the decrease in value of the returned products.

8.6 - Orders from outside the EU can be canceled by 12 pm (Italian time) on the following business day. Beyond this time frame, it is not possible to request order cancellation. The return policy for products does not apply to purchases made outside the EU.

The policy for damaged products on non-EU orders states that products damaged during transport will be refunded or replaced, if possible.

Article 9. Right of Replacement

In case of replacement, the same rules as in 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 required documents, after which it will prepare the new package, upon payment by the customer for the new shipment.