Returns & Refunds
INFORMATION RIGHT OF WITHDRAWAL AND RETURN FOR NON-CONFORMITY DEFECT
Right of withdrawal
The Consumer has the right to withdraw from the contract, without giving any reason, within 14 days from when it or a third party appointed by it, has received the product or (ii) in the case of the purchase of several products delivered separately with a single order, has received the last product.
To exercise your right of withdrawal, you must inform Triboo Digitale, headquartered in Milan, Viale Sarca 336, Building Sixteen, of your decision by accessing the page: "my returns" of your account or, if you are not a registered user, by accessing the dedicated page and entering the order number and the e-mail with which you made the purchase.
Following the request, you will receive an e-mail confirming the exercise of withdrawal, containing the return form to be inserted in the package and instructions on how to proceed with the return of the product. Remember to insert the return form in the package together with the product and send it, no later than 14 (fourteen)* days after receiving the confirmation e-mail.
- If you have decided to use our courier, please apply the UPS return label that you will receive via email following the opening of your return.
You will be able to book a pickup at your home by checking the link: https://www.apps.ups.com/pickup/schedule or by contacting UPS shipping service on 02 30 30 39 or you can deliver the package to the UPS collection center nearest to you: https://www.ups.com/dropoff/. - otherwise if you have decided to use your own courier company, use the label that will be delivered to you by the latter.
If you have decided to use our courier company, you will be able to track the package directly on the courier company's website www.ups.com through the tracking code indicated on the Return label.
If you have decided to use your own courier, follow the instructions that will be delivered to you by the courier.
As an alternative to the foregoing, the Consumer may exercise the right of withdrawal by sending any explicit statement to Triboo Digitale via the contact form or to the e-mail address customercare@duvetica.com of his or her decision to follow the instructions set forth in the withdrawal confirmation e-mail he or she will receive from Triboo Digitale.
In the event of withdrawal, the Consumer will be refunded the payments made, including delivery costs (except for any additional costs arising from your choice of a type of delivery other than standard delivery), without undue delay and in any event no later than 14 days from when Triboo Digitale receives the decision to withdraw. Said refunds will be made using the same means of payment used for the initial transaction, unless a refund is requested on a different means of payment, in which case any additional costs arising from the different means of payment chosen will be borne by the Consumer. The refund may be suspended until receipt of the goods or until proof of return of the goods, whichever is earlier.
Refunds will be made as soon as possible after receipt of the returned goods. Refunds will be made approximately by the customer's payment service provider within 15 business days. Business days are defined as Monday through Friday.
Direct costs for the return of goods will be borne by the Customer, regardless of courier used.
Return for non-conformity defect
In case of receipt of incorrect or damaged items, the Consumer has the burden of reporting any defects and non-conformities no later than 2 (two) months after discovery.
Notwithstanding the aforementioned time limit, it is possible to report any defects and non-conformities of the product within the first 14 days of receipt of the goods by sending a report to our Customer Service, by e-mail to customercare@duvetica.com. After 14 days from the receipt of the goods, the Consumer may in any case communicate the defect and/or non-conformity found, while still respecting the aforementioned period of 2 (two) months from its discovery, by transmitting a report to our Customer Service, by e-mail to customercare@duvetica.com.
We reserve the right to evaluate the defects and non-conformities reported by you and, after having carried out the qualitative checks to verify the actual non-conformity of the Product, we will provide feedback, by e-mail to the address provided during the registration process on the Site or when transmitting the order. In the event of a defect or non-conformity, the Consumer shall be entitled to repair or replacement of the Product if explicitly requested; if such remedies are impossible or excessively burdensome, as well as in the other cases provided by law, the Consumer shall be entitled to a refund of the price paid, through the same means of payment used by it for the initial transaction.
In case of return of items whose defect and/or non-conformity in the above terms and conditions is established, the shipping costs related to the return of the product and, in case of repair or replacement, delivery of the repaired or replaced product, will be borne by us. For further information and insights please refer to the general conditions of sale accepted by you at the time of purchase made on our site.
LEGAL GUARANTEE OF CONFORMITY - RETURN FOR DAMAGED, DEFECTIVE OR INCORRECT ITEMS
In case of defects and/or non-compliance, you will be entitled to the restoration of the conformity of the product, by repair or replacement, or to alternative remedies in the cases expressly provided for by Legislative Decree No. 206/2005 (Consumer Code).
If you have received a damaged, nonconforming, 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 of the Consumer Code, the products you have purchased are covered by the legal guarantee of conformity, which covers defects of conformity of the products for a maximum period of 24 (twenty-four) months from the relevant delivery, it being understood that your action directed to assert the aforementioned defects of conformity is prescribed in any case within the term of twenty-six months from the relevant delivery.
To request a refund, follow the instructions set out in the preceding paragraph - "Request for Return" - reporting as a specific reason "Damaged, non-conforming or incorrectly sent product" and attaching one or more pictures of the item in question, in which the defect is clearly visible.
Once the procedure is completed, you will receive a confirmation e-mail containing the return form and all the instructions to proceed with the shipment.
Authorization to return the product will in no way constitute recognition of non-conformity, the existence of which must be ascertained by us after the return.
We reserve the right to proceed with the refund of the defective item only after carrying out the appropriate quality checks to verify the actual nonconformity of the returned product.
In the event that the non-conformity of the product is ascertained, we will make the refund by the same method of payment used for the purchase (credit card, prepaid card, PayPal, etc.) or by bank transfer.
Giveaway Products
In case the order includes a complimentary product, it is necessary to return it as well: said complimentary product must be returned in its original packaging with all accessories, documentation, identification tag and/or labels, if any.
In case the order is returned only partially, the return of the complimentary product is not mandatory.