RETURNS AND REFUNDS
www.carlo-felice.com

Carlo Felice Limited (the “Vendor”) aims to guarantee your full satisfaction. If for any reason you are not
satisfied with your order, you may exercise your right to return purchased products within fifteen (15) working
days from the date on which you received them from www.carlo-felice.com/customercare

1. HOW TO RETURN AN ITEM

You can return an item up to fifteen (15) days from the date you receive the products by a return
authorization form (Return Form) found online in the Returns Policy area, or by sending an explicit
declaration of your decision to [email protected] (in this case, you will be responsible for
proving that you exercised your right in a correct and timely manner).
Download the Return Form. You can find the form here.
We will confirm receipt of your request by email, along with your return number.
The products to be returned must be picked up by the courier within fifteen (15) working days of the date
when you informed the Vendor of your decision to return them. The products can be returned by sending the
parcel with the courier indicated by the Vendor, or through another courier, only after you have received the
return number.
It is not possible to return an item in exchange for another.

2. TERMS AND CONDITIONS OF RETURN

The right to return products shall be deemed correctly exercised once the following conditions have been
fully met:
A. The return authorization form must be correctly filled in and sent to the Vendor within fifteen (15)
days from the date of receiving the product.
B. The products should not have been used, worn, washed or damaged.
C. The identification tag must still be attached to the products with the disposable seal. All products
sold by the Vendor include an identification tag with a disposable seal, which is an integral part of the
item. Please try the products without removing the tag and seal. Returned products without the tag
or seal will not be accepted.
D. The products must be returned in their original packaging, complete with any accessories sent
together with the item (e.g. dust bags).
E. Returned products must be sent from the country that you submitted the order from.
F. The returned items must be picked up by the courier within fifteen (15) days from the date when
you submitted the return authorization form.
If you have met all the conditions requested, the Vendor will refund you the price of the products purchased.
You will be notified if the returned products cannot be accepted due to failure to comply with the conditions
set out above. In this case, you may choose to have the products returned to you at your own expense. If
you refuse this delivery, the Vendor reserves the right to retain the products and the amount paid for your
purchase of the products.

3. SHIPPING

Returns can be sent through the courier recommended by the Vendor, using the pre-printed label and
following the instructions enclosed in the package. This method allows the Vendor to pay for the delivery on
your behalf, withholding the cost of the delivery of the products to your home from the refund. If you decide
to use a different courier to the one indicated by the Vendor, you will have to pay for the cost of return
shipping upfront and you will be responsible in case of loss or damage to the products during transport.

4. REFUND TIMES AND PROCEDURES

After the Vendor has received the returned products and checked that all the requirements have been met,
you will receive an email confirming acceptance. Whatever the form of payment you used (credit/debit card
or cash on delivery), the refund procedure will start as soon as possible, at least within thirty (30) days from
when the Vendor was informed of your decision to exercise your right to return the purchased products and
once the Vendor has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the
payment type used:
A. purchase by credit/debit card: refund time will depend on the Credit Card company’s policies.
Remember that the value date for the credit will coincide with the date of the original payment;
therefore you will not suffer any interest loss;
B. cash on delivery (if available): you will be refunded the amount you paid for the products returned
to the current account you indicate; the time needed for refunding, therefore, depends on the
correctness of the information you provide; normally refunds take place within thirty (30) days.
Please remember that you will need to have a bank account in order to receive a refund for an order
paid in cash on delivery.
C. purchase via PayPal (if available): the amount will be refunded to your PayPal account and will
appear immediately. Repayment to the credit card you use with your PayPal account depends on the
credit card issuer.
D. payment by alternative methods.