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RETURNS AND REFUNDS

 

To exercise the right of return, the Customer should send a message to that effect to Collistar, within the time specified, at the following email address customercare@collistar.it or through the following steps:

Via Internet:

  • The user logs on with Username and password;
  • The user locates "my orders" within the restricted area;
  • Within "my orders", the user can select the orders come within the timing of the right of return policies (within 14 days of receipt);
  • The user selects the products they want to return in relation to that order, choosing from a dropdown menu to specify the quantity of and reasons for the return;
  • The return request is received by customer care, which checks and approves it;
  • Customer care notifies the customer with an email indicating the approval of the return and containing the identification number (RMA ID), details for the shipment of the package and instructions for logging on to the restricted area and to download a document to print and attach to the package.

In the event of return, the Customer shall send back at their expense the products to Collistar within 14 (fourteen) days from the said withdrawal to the following address:

Difarco Srl (for the attention of the Collistar Department )

Via Guido Rossa, 15

20060 - Liscate (MI) - Italy

 

The product shall be returned intact, complete with all parts and in its original packaging (envelopes and packages) in compliance with the following conditions:

  • The right of withdrawal may be applied to the purchased product in its entirety; in fact, right of withdrawal cannot be exercised exclusively on part of the product purchased;
  • To allow for withdrawal, the product shall be intact and returned in its original package, with all its parts (including packaging and any accessory documents and equipment:  labels, tags, seals, etc.);
  • Shipping costs (and any customs charges, if present) for returning the product shall be exclusively borne by the Customer.
  • The Customer shall be fully responsible for shipment, until the certificate of receipt at the warehouse specified by Collistar has been issued;
  • If the product is damaged during transport, Collistar shall notify the Customer, so that the latter can file a timely complaint to the chosen courier and receive the relative refund. The product shall then be made available to the Customer, while simultaneously cancelling the request for withdrawal;
  • Collistar shall not be held liable, in any way, in the event of damage, theft or loss occurring during shipping or that may be related to shipment when returning the product.

 

Collistar shall refund the Customer the full amount already paid, net of the shipping charges incurred and of any customs charges paid for import, within 14 (fourteen) days from withdrawal, by transferring the amount charged, using the same means of payment employed by the Customer for the initial transaction, unless otherwise agreed.  In any case, the Customer shall not bear any expenses arising from the said refund. If the purchase was made using a discount code, the discounted amount will not be refunded.  The refund will be related only to the amount actually paid. Moreover, Collistar can suspend the refund until the receipt of the product returned or until such time as the Customer proves that they have correctly returned the product, if that comes first.

 

In any case, the Customer will lose the right of withdrawal in cases where Collistar establishes that:

  • The returned product and/or its accessories, and/or its packaging are not intact;
  • The product does not have its external package and/or the original internal packaging;
  • The product lacks its integrating elements and/or accessories.

 

In case of forfeiture of the right of withdrawal, Collistar shall return the purchased product to the sender, charging the latter for the shipping costs and, if already reimbursed, the price of the product.

NEED HELP?

We are available from Monday to Friday 8.30 a.m. 1 p.m. and 2.30 p.m. to 6 p.m.

 Send us an email at

customercare@collistar.it

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