Return
1. Exchanges and Returns – Right of Withdrawal
1.1. The Customer has the right to cancel the contract within 14 (fourteen) days from the date of delivery or pickup of the Products, except in the case of Customized Products, purchased exclusively online. In the case of a split order, this period begins on the day of delivery or pickup of the last Product.
1.2. Within the same period of 14 (fourteen) days from the date of delivery, pickup of the Products or purchase at one of our stores—except in the case of Customized Products—the Customer has the right to request the replacement of a Product with a unit of the same Product in a different color and/or size, or with another product of equal or greater value, or the issuance of a credit note of equal value. For this purpose, the delivery date of the Products as shown in the delivery tracking system provided by the courier on its website shall be considered the date of delivery for the purposes of verifying compliance with the aforementioned deadline.
1.3. To exercise the right of withdrawal referred to in section 9.1 above and/or request the replacement of Products as referred to in section 9.2 above, the Customer must send a notice to EMPRESA within the specified time limits to the following email address: customercare@empresa.it.
1.4. For online orders, in the event of withdrawal and/or replacement of the products, the Customer must return the products to EMPRESA at their own expense within 14 (fourteen) days, after first notifying Customer Service via email at customercare@empresa.it:
- For all packages shipped from the European Union, the shipping address is: EMPRESA, Largo Santa Susanna, 102 00187 Rome (RM), Italy.
- For all packages shipped from countries outside the European Union that go through customs, the shipping address—subject to authorization by Customer Service—is: EMPRESA, Largo Santa Susanna, 102 00187 Rome (RM), Italy.
1.5. The merchandise must be returned intact, complete in all its parts, and in its original packaging (envelopes and boxes), having been stored and used only for the time strictly necessary to determine and verify its condition, characteristics, and dimensions, with due care, showing no signs of wear or dirt, and in compliance with the following conditions:
1.6. The right of withdrawal applies to the product purchased in its entirety; it is not possible to return only part of the purchased product (e.g., accessories, complementary items, etc.). The Products must be returned in the same condition in which they were delivered. The Customer must therefore ensure that the Products are intact and complete, and have never been used, worn or damaged in any way, and that they be returned in their original packaging, complete with all labels, packaging, and accessories included at the time of receipt. The Products, labels, packaging, and accessories must not show any signs of use or scratches, nor have they been altered in any way (worn, washed, ironed, etc.), and must be returned in the same condition in which they were shipped by the Seller and in their original “EMPRESA” inner packaging. If a Product is equipped with a security tag, the return will not be accepted if the original security tag has been removed, broken, or tampered with. Therefore, the purchase price and shipping costs will not be refunded for: Products that are used, incomplete (particularly in the case of missing parts or accessories), ruined, damaged, deteriorated, or dirty. Any signs of use on the soles of returned footwear will preclude a refund or replacement of the Product;
The Customer also acknowledges that, for safety and health and hygiene reasons, perfumes cannot be returned if the sealing cellophane and the original packaging have been opened, damaged, altered, or removed. EMPRESA will inspect the packaging and condition of each returned Product, as the substantial integrity of the Products is an essential requirement for exercising the right of withdrawal.
1.7. Shipping costs (and any customs duties, if applicable) resulting from the return of the goods are the sole responsibility of the Customer; until receipt is confirmed by the warehouse designated by EMPRESA, the Customer bears sole responsibility for the shipment; EMPRESA shall not be liable in any way for damage, theft, or loss occurring during or as a result of a shipment made for the purpose of returning the goods; in the event of damage to the goods during transport, EMPRESA will notify the Customer so that the Customer may promptly file a claim with the carrier used and obtain adequate compensation; The product will then be made available to the Customer upon cancellation of the request for termination.
1.8. Once the requirements for replacing the Product or exercising the right of withdrawal have been verified, the Seller will notify the Customer of the acceptance of the return and will proceed to replace the Product or, in the case of withdrawal, refund the purchase price, net of shipping costs incurred and any customs duties paid for importation, within 14 (fourteen) days from the date of withdrawal, by crediting the amount charged to the same payment method used by the Customer for the initial transaction, unless otherwise agreed. In any case, the Customer will not be responsible for any expenses incurred as a result of said refund. EMPRESA reserves the right, in any case, to withhold the refund until it has received and verified the Product or until the Customer provides proof that the Product has been returned correctly and in good condition, whichever occurs first. EMPRESA will confirm the refund of the purchase price to the Customer via email.
1.9. EMPRESA reserves the right to refuse the return of any Products that are damaged, deteriorated, soiled, or in a condition that unequivocally suggests they have been used for purposes other than the Customer’s inspections strictly necessary to ascertain the nature and characteristics of the purchased Product. If the return is refused, EMPRESA will send a specific notice to the Customer and will not refund the price paid by the Customer, while also reserving the right to seek compensation for any damages attributable to the Customer’s conduct.
1.10. The return of Products pursuant to this article is permitted only for purchases made on the Website.
1.11. Given that Customized Products are permanently modified and specifically personalized for the Customer, and that their original state cannot be restored in any way, the Customer may not exercise the right of withdrawal for Customized Products. Consequently, the provisions contained in this Article 9 do not apply to Customized Products, it being understood that the exclusion of Customized Products from the right of withdrawal shall not affect the application of the statutory warranties, as provided for in Article 8 above, to such products as well.