Returns and Withdrawals
Have you purchased Keramô products but want to return them?
Here are the steps to follow:
- Within 14 days of receiving the products, notify your intention to return them by sending an email to: keramoceramic@gmail.com.
- Prepare the package with intact and unused products, in their original packaging.
- Send the package to the following address:
Giulia Bonora, Via Vaccarossi 35, 21035 Cunardo (VA), Italy.
Once the condition of the products has been verified, Keramô Ceramic will issue a refund equal to the value of the returned products within 14 days from the date of the email or registered letter, using the same payment method used at the time of purchase.
Alternatively, you can agree with customer service to receive a store credit of equal value instead.
Right of Withdrawal
The Customer, if eligible as a consumer under Legislative Decree 206/05 and subsequent amendments, may withdraw from the purchase without any penalty and without giving any reason, within 14 days from the receipt of the products.
The right of withdrawal must be exercised by sending a written notice to Keramô Ceramic within the above-mentioned period, via e-mail to: keramoceramic@gmail.com. The registered letter is considered timely if delivered to the post office within the deadline.
The direct cost of returning the products in case of withdrawal shall be borne by the Customer, who is also solely responsible for ensuring the return is properly completed.
If the right of withdrawal has been correctly exercised, Keramô Ceramic will refund the amounts received from the Customer within 14 days from the date it becomes aware of the withdrawal. The refund will be made using the same payment method used for the order, unless the Customer has expressly indicated otherwise. Alternatively, if agreed with the Customer, Keramô Ceramic may issue a store credit of equal value instead of a refund.
Keramô Ceramic may withhold the refund until the products have been returned or until the Customer has provided proof of return shipment, whichever occurs first. The refund is considered completed within the legal timeframe if the funds are actually returned, sent, or re-credited with a value date no later than the deadline.
The Customer is solely responsible for any loss and/or damage to the returned products until they are received by Keramô Ceramic. The products must be returned intact, unused, and in their original packaging.
If products are returned damaged or without original packaging, Keramô Ceramic will inform the Customer via e-mail. In such cases, the products will not be refunded and will remain available for collection at Keramô Ceramic’s premises. If the Customer fails to collect the goods within 10 days of receiving the notice, Keramô Ceramic will be free to dispose of the items. In this case, the right to a refund will be forfeited.
