1. Consumer Rights, the Cooling-Off Period, Exchanges and Returns of Products, in accordance with consumer protection legislation
1.1 In accordance with consumer protection legislation, you may exercise your right to return purchased products without incurring any penalty and without the need to provide any reason, by informing Us within fourteen (14) days from the date on which you received them from senseoflake.com. The right to return may be exercised by contacting our Customer Service at the email address: info@senseoflake.com. Please include in the request the Order Number, item(s) code(s), reason for return. To exercise your right to return you can also fill in this form and send it to:
Grand Hotel Tremezzo
c.a. T Shop
Via Regina, 8
22016 Tremezzina, Como (ITALY)
Or to:
info@senseoflake.comYou will receive a Returns Authorization (RA) Number, a short form to fill in, and the documents to attach to the package to return. In case of a return, shipping costs (both of the original shipping and of the return shipment) are not included in the refund. We will confirm you by email that your return has been accepted.
We will proceed to refund the credit card with which the payment has been made (refund will be made within 30 days, or in line with the credit card policies).
The product has to be in the same conditions as it was received, the original package is a fundamental part of the product, therefore the product has to be appropriately packaged in its original box. Original tags of the item must not be removed. The item must not have been washed or damaged in any way.
Return items must be shipped back to Us within fourteen (14) days from the date on which you informed Us of your decision to withdraw from the contract. The shipping method has to be equivalent to the one used by Us to ship the product to you.
1.2 In accordance with consumer protection legislation, the right to return is excluded in the event that you purchased:
- orders of tailored or clearly personalized products;
- orders of products which are likely to deteriorate or expire rapidly;
- orders of sealed products which are not suitable to be returned for hygienic reasons or connected to the protection of health or that were opened after the delivery.
With reference to the above cases where the cancellation right is excluded, the Customer is aware and agrees that among the products that “are likely to deteriorate or expire rapidly” are included both all food Products (including oil and beverages) and cosmetics, because the features and qualities of these types of products are subject to change even as a result of improper storage. Therefore, for reasons of hygiene and for the protection of Customers.
2. Items returned because they are damaged, defective or incorrect
2.1 If you are returning a product because of an error on our part or because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us (either via re-paid return label using the Our approved courier (as indicated on the Return Form), or by refunding your return postage costs, previously agreed and approved by Us). This right is additional to your statutory right to cancel as set out in section 8. In any case, costs that you incurred in according to art. 6.1 won’t be refunded.
2.2 You must notify Us of an error in respect of the products delivered or of a damaged or defective product within thirty (30) days of receipt, if a product becomes faulty after the thirty (30) days please contact Customer Care to obtain further returns information. You must return the products in the same condition in which you received them. You have a legal obligation to take reasonable care of the products whilst they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
2.3 To return the products:
Please follow the procedure of art. 1.1