Refund policy
Right of Withdrawal
The Consumer Buyer has the right to withdraw from the contract concluded online, without having to provide any reason, within 14 days from the day on which they receive the product.
In the case of a single order relating to multiple products delivered separately, the 14-day period shall start from the day on which the Consumer Buyer receives the last product.
The right of withdrawal applies exclusively to Consumer Buyers and does not apply to Professional Buyers.
The right of withdrawal does not apply to purchases made with a VAT number or, in any case, in connection with a business, commercial, craft or professional activity.
How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, the Consumer Buyer must notify the Seller of their decision to withdraw from the contract by means of an explicit statement.
The communication may be sent:
a) by e-mail to contatti@tolemaide.com;
b) through the online function “Withdraw from the contract here”, where available on the Website;
c) by using the standard withdrawal form included at the end of these Terms and Conditions, although its use is not mandatory.
The withdrawal communication must include:
a) the Buyer’s name and surname;
b) the order number or another reference useful to identify the contract;
c) the product or products for which the Buyer wishes to exercise the right of withdrawal;
d) the e-mail address to which confirmation should be sent;
e) any documentation proving the purchase.
If the online withdrawal function is used, the Buyer may submit the statement through the dedicated function available on the Website and confirm the request by clicking the button or command “Confirm withdrawal”, or equivalent wording.
The Seller will send the Consumer Buyer confirmation of receipt of the withdrawal on a durable medium, for example by e-mail, without undue delay.
In order to meet the withdrawal deadline, it is sufficient for the Consumer Buyer to send the withdrawal communication before the 14-day period has expired.
Return of Products in the Event of Withdrawal
In the event that the right of withdrawal is exercised, the Consumer Buyer must return the products to the Seller within 14 days from the day on which they communicated their withdrawal.
The deadline is met if the Buyer ships the products before the 14-day period has expired.
The products must be returned to the following address, unless otherwise indicated by Customer Service:
Tolemaide
Via Leonardo da Vinci 14
40069 Zola Predosa (BO)
Italy
The products must be returned intact, complete with all their parts, accessories, any tags, original packaging and wrapping, where present.
The Consumer Buyer is responsible for any decrease in the value of the products resulting from handling other than that necessary to establish the nature, characteristics and functioning of the products.
The direct costs of returning the products shall be borne by the Consumer Buyer, unless otherwise agreed or otherwise indicated by the Seller.
For fragile, delicate or particularly valuable products, the Buyer is advised to use suitable packaging and a tracked shipping method. The risk of damage during return shipping remains with the Buyer until the products are delivered back to the Seller, without prejudice to any mandatory provisions applicable to Consumers.
Refund in the Event of Withdrawal
In the event of a valid exercise of the right of withdrawal, the Seller will refund the Consumer Buyer all payments received in relation to the products subject to withdrawal, including any standard delivery costs incurred at the time of purchase.
Any additional costs resulting from the Buyer’s choice of a delivery method other than the least expensive standard delivery method offered by the Seller are excluded from the refund.
The refund will be made without undue delay and in any event within 14 days from the day on which the Seller was informed of the Consumer Buyer’s decision to withdraw from the contract.
The Seller may withhold the refund until the products have been received or until the Consumer Buyer has provided proof of having returned the products, whichever is earlier.
The refund will be made using the same payment method used by the Buyer for the initial transaction, unless otherwise expressly agreed between the parties and without any additional cost to the Buyer.
If the returned product is damaged, incomplete, used beyond what is necessary to establish its nature, characteristics and functioning, or missing parts, accessories, tags or essential packaging, the Seller may reduce the refund by an amount corresponding to the decrease in value of the product, within the limits permitted by applicable law.
If the refund cannot be made using the same payment method used for the purchase, the Buyer must provide the details necessary to allow the refund, such as IBAN and account holder name. SWIFT/BIC may be requested only if necessary in relation to the payment method or the country of the bank account.
Exceptions to the Right of Withdrawal
Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal is excluded, among other cases provided for by law, with reference to:
a) products made to measure or clearly personalised;
b) products made or modified according to the Buyer’s specific request;
c) products that are liable to deteriorate or expire rapidly, where applicable;
d) sealed products that are not suitable for return for hygiene reasons or reasons connected with health protection, if they have been opened after delivery;
e) goods which, after delivery, are by their nature inseparably mixed with other goods.
By way of example, the right of withdrawal may be excluded for items made or modified at the Buyer’s specific request, personalised products, sealed products opened after delivery when they are no longer suitable for return for hygiene or health protection reasons, and in the other cases provided for by law.
For items such as earrings, hair jewellery, personal accessories or similar products, where delivered sealed, the right of withdrawal may be excluded if the seal has been removed after delivery and the product is not suitable for return for hygiene reasons or reasons connected with health protection.
The exclusions from the right of withdrawal do not affect the Consumer Buyer’s rights in the event of a defective, damaged, incorrect or non-compliant product.