Returns and Refunds | Dondup
INFORMATION ON RIGHT OF WITHDRAWAL - LEGAL GUARANTEE AND RETURN FOR DEFECT OR NON-CONFORMITY
INFORMATION ON RIGHT OF WITHDRAWAL
You have the right to withdraw from the contract, without giving any reasons, within 14 days of you or a third party appointed by you (i) receiving the product or (ii) if you buy several products delivered separately in one order, of receiving the final product.
IMPORTANT
For orders placed until 11/10/2022 at 11am, please do not use the Returns Portal but contact our Customer Service at ecommerce@dondup.com attaching the withdrawal or return form as per the instructions below.
HOW TO MAKE A RETURN
To exercise your right of withdrawal, you should inform Arcadia Srl, with registered office in Milan, Corso Buenos Aires 54, of your decision by accessing the RETURNS Portal and entering your order number or tracking code and postal code. Follow the instructions to complete the online return request and send the package containing the item to be returned to:
ARCADIA SRL
VIA ACHILLE GRANDI 10 INT. 4
61034 FOSSOMBRONE (PU) - ITALY
To comply with the withdrawal date, send your request using the form before the end of the withdrawal period.
If you return the item, Arcadia will refund your payments, not including delivery costs, without undue delay and no later than 14 days from when the returned products arrive at its warehouse. These refunds will use the same payment method you employed for the initial transaction unless you request a refund via a different payment method. In the latter case, any additional costs due to the choice of another payment method will be at your expense. The refund may be suspended until receipt of the goods or until you prove that you have sent the goods, whichever comes first. If you paid by bank transfer, you must notify Arcadia by sending an email to ecommerce@dondup.com of the bank details to make the refund transfer.
If you have received the product, please return it to Arcadia without undue delay and, in any event, within 14 days from the day you gave notice of withdrawal. The term is fulfilled if you return the goods within 14 days. Arcadia shall bear the direct costs of returning the goods.
You are only liable for the decrease in value of items due to any handling other than that necessary to establish the items’ nature, characteristics and functioning.
LEGAL WARRANTY - Returns for damaged, defective or incorrect items
If there are defects and/or non-conformities, you shall be entitled to have the product’s conformity restored by repair or replacement or alternative remedies in the cases expressly provided for by Italian Legislative Decree No. 206/2005 (Consumer Code).
If you have received a damaged, non-conforming, defective or incorrect product, you may request a repair or replacement or a refund of the item. Pursuant to and for the purposes of European Directive 771/2019/EC and the Consumer Code, the products you have purchased are covered by the legal conformity warranty. This warranty covers product conformity defects for 24 (twenty-four) months from delivery. It is understood that any action by you to contest the said lack of conformity shall, in any event, be time-barred within twenty-six months from their delivery.
To report any defects and non-conformities, contact our Customer Service by email at ecommerce@dondup.com, sending the appropriate form correctly filled out (click here to download the return form for defective product). You should specify the defect and/or non-conformity found and the relevant documentation shown in the return form (at least one photograph of the product, the order confirmation sent by the Vendor and/or the tax receipt).
Authorisation to return the product will in no way constitute recognition of non-conformity, which we shall ascertain upon its return.
We reserve the right to refund the defective item only after we have conducted appropriate quality checks to verify the actual non-conformity of the returned product.
If we ascertain the product’s non-conformity, we will refund you by the same payment method used for the purchase (credit card, prepaid card, PayPal, etc.) or by bank transfer. In the latter case, you will have to communicate to Arcadia at ecommerce@dondup.com the bank details to make the refund transfer.
RETURNS FROM NON-EU COUNTRIES
If returns are for orders delivered to non-EU countries, please contact our Customer Service at ecommerce@doncup.com, which will provide the proforma document necessary for customs formalities.
CHANGE SIZE / COLOUR
At the moment, it is not possible to change the purchased product. If you want a different size or colour, we recommend that you return the purchased product for a refund and, in the meantime, make a new purchase.
