RETURNS AND REFUNDS POLICY
1)INSTRUCTION FOR RETURNS
If you are not 100% satisfied with your purchase, you have 14 calendar days from RECEIPT of the order to return it. Contact our Customer Service via a message on 3757306789 and send an email to firstname.lastname@example.org together with your order number, indicating which items you wish to return and the reasons for the return. We will reply within the next 48\72 hours. We appreciate your patience.
ATTENTION WE DO NOT ACCEPT RETURNS of CUSTOMIZED products (custom sizes, frames) and products in FLASH SALE
Remember that YOU HAVE 14 CALENDAR DAYS FROM THE DATE OF RECEIPT OF THE ORDER TO MAKE THE RETURN, after which your item will not be accepted. (In accordance with article 44 of law 7/1996, of January 15, of the regulation on retail trade amended by law 47/2002 of December 19).
If you decide to return your order, you will have to pay the shipping costs.
Once you have received the return instructions, place them in their original packaging including cardboard, bubble wrap and corner protectors. Contact your trusted courier and send the return with INSURED shipping.
It is your responsibility to follow the instructions received. Items must be sent in perfect condition.
Returns are verified by our Quality Managers, if they perceive an item to be broken, stained or used, an exchange or return will not be accepted.
If you make an unannounced return to our customer service, our quality service will treat it as a non-refundable item.
Returns of orders via the COD service are not accepted.
The company is not responsible for the return shipping costs.
Note: Shipping and insurance charges are non-refundable.
Your money will be refunded within 30 days of receiving the package. We will issue the refund directly to the source account of the payment. Once we have received your refund order, we will send you a confirmation email.
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you if your refund is approved or denied.
2) INSTRUCTIONS FOR EXCHANGES
If you are not 100% satisfied, you have 14 days from RECEIPT of the order to exchange the item. Contact our Customer Service via a message on 3757306789 and send an email to email@example.com together with the order number, indicating which items you want to replace. We will reply within the next 48\72 hours. We appreciate your patience.
ATTENTION WE DO NOT ACCEPT CUSTOMIZED EXCHANGES (custom sizes, frames, etc.)
Once you have received the exchange instructions, place the items in the original packaging including cardboard, bubble wrap and corner protectors. Contact your trusted courier and ship with INSURED shipping.
You can decide to use our courier service, active only for exchanges and with different costs depending on the size of the shipment, in this case you will be sent a label to be printed and affixed to the package and our courier will pick it up
3) RETURN ADDRESS
To find the nearest return address, please contact our customer service firstname.lastname@example.org
you will be provided with the address to make the return
Note: Please do not send your return to the address that appears on the received package. This is not the returns address and would affect the process.
By purchasing from us, you agree to all of the following conditions.
4)DEFECTIVE, WRONG OR DAMAGED ITEMS FROM SHIPPING
In the event that the item is faulty, incorrect or damaged you have 48 hours to contact us and our company has 30 days to collect it from the date it was received. Contact our Customer Service via a message on 3757306789 and send an email to email@example.com together with the order number
Once you have received the return instructions, place them in their original packaging including cardboard, bubble wrap and corner protectors.
If this item is in your possession more than 5 days, it is considered used and WE WILL NOT ISSUE YOU A REFUND OR REPLACEMENT.
ATTENTION THERE ARE NO RETURNS AND EXCHANGES FOR CUSTOMIZED AND/OR FLASH SALE ITEMS
- You will NOT be able to opt for any refund or replacement if you have made a mistake when entering the shipping address.
- If your parcel has been delivered but you have not received it, it is your responsibility to contact the post office and resolve the issue.
- All returned items MUST BE in the original packaging and you MUST PROVIDE us with the shipping tracking number, and specific reason for the return.
- If shipping an item over 75 euros, a trackable shipping service MUST BE EXECUTED WITH the purchase of shipping insurance
- Depending on where you live, the time it may take for your exchanged product to reach you may vary.
N.B. Cupido Design will not consider Refund requests from those who have not yet received the order. If the customer, for any reason, no longer wants the item or items purchased, he will have to wait for delivery, and comply with the conditions listed by us in point 1.
6) LATE OR MISSING REFUND (if applicable)
If you haven't received a refund yet, first check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at firstname.lastname@example.org
If the item was marked as a gift when it was purchased and shipped direct to you, you will receive gift credit for the value of your return. Once we have received your returned item, a gift certificate will be sent to you.
If the item was not marked as a gift when purchased, or if the giver had the order shipped to himself to give to you later, we'll send a refund to the giver and he'll find out about your return.
You will be responsible for paying the shipping costs for returning the item.
As required by the Terms and Conditions accepted by the User before the purchase:
Right of withdrawal
The Parties jointly agree on the absence of any right of withdrawal in the event that the User is not a consumer.
The User-consumer can exercise the right of withdrawal within 14 days from the date of delivery of the product, by writing to the following email address email@example.com.
In the event that the User has chosen to have the Products requested in a single Order delivered in several shipments, the deadline for exercising the withdrawal will start with the delivery of the last Product.
Within 14 days following the date of communication of the withdrawal, the User must return the product, at his own expense, by registered post or with traceable shipping, to the address indicated by the Company.
The User bears the shipping costs resulting from the withdrawal.
Once the Product has been received by the Company, the same, having ascertained the good condition of the product, will proceed with the refund using the payment method chosen by the User at the time of the Order.
It should be noted that the User does not have the right to withdraw in the following cases:
- The chosen products are customized (custom sizes, frames, etc.)
- the delivered products have been exposed to anomalous circumstances and/or damaged;
- the buyer has not used the product in a prudent and careful manner;
- the occurrence of circumstances not dependent on the Company, such as damage resulting from force majeure or caused by the carrier during transport.
- The products are part of the Flash Sales - On Offer category/collection