Refund policy

8) RIGHT OF WITHDRAWAL AND RETURNS POLICY

If the customer is a consumer, pursuant to art. 52 of the Consumer Code, has the right to withdraw from the purchase contract for any reason, without the need to provide explanations, and without any penalty, within 14 days from the date of receipt of the Products, by sending an explicit written communication to the following e-mail address : info@il-labirinto. com  or by registered mail to r to be sent to the following address:

The Labyrinth s. to
Via Castello 12
42124 Reggio Emilia

The Right of Withdrawal is understood to be exercised correctly if the following conditions are also fully respected:

1.  The communication containing the request to exercise the right of withdrawal contains the order code;
2.  The products relating to the order for which the right of withdrawal is exercised are returned in a single solution. Il Labirinto, in fact, reserves the right not to accept products from the same order, returned and shipped at different times.
3.  The law does not apply, once opened, to packaged and sealed products that have a deadline or a time of preferable consumption.
4. The law does not apply to packaged and sealed products, once opened.

In consideration of the characteristics of the Products, the right of withdrawal applies exclusively to the Product purchased in its entirety; it is not possible to exercise withdrawal only on one or more parts of the purchased Product. In the case of Orders including several Products, it will be possible to exercise the withdrawal in relation to one or more Products of the Order, specifying the description of the Products to be returned in the withdrawal notice. In these cases, the refund will be made according to the methods indicated in the previous article.

Once the aforementioned notice of withdrawal has been received, Il Labirinto, having verified compliance with the terms for exercising the right of withdrawal, will send a "return opening" e-mail to the Customer, containing the procedure to follow for returning the products .

The purchased good must be returned intact and in the original packaging, complete in all its parts (including packaging and any documentation and accessory equipment, etc.) in conditions compatible with the return of the goods, in perfect condition for resale (not damaged , damaged); to limit damage to the original packaging, it is recommended, where possible, to place it in a second box; the affixing of labels or adhesive tapes directly on the original packaging of the product must be avoided in all cases.

The Consumer is only responsible for the decrease in the value of the goods resulting from the handling of the goods other than that necessary to establish the nature, characteristics and functioning of the goods.  It should be noted, in any case, that the right of withdrawal in favor of the Consumer does not apply to Products which, by their nature, are not suitable for being returned or are subject to the risk of rapid deterioration or alteration, such as, by way of example only, cosmetic products that have already been opened.

Once the product has been packed according to the instructions provided, within 14 days of the communication of "return opening", the Customer will be required to return the Product to the following address:

The Labyrinth s. to
Via Castello 12
42124 Reggio Emilia

Upon its arrival at the warehouse, the Product will be examined to assess any damage or tampering not caused by transport. If the Product or the packaging and/or the original packaging are damaged or their value is reduced due to handling of the goods other than that necessary to establish the nature, characteristics and functioning of the goods themselves, Il Labirinto will withhold from the reimbursement due to a percentage, in any case not exceeding 50% of the same, as a contribution to the costs of restoration.

If the returned Product does not comply with the requirements, the withdrawal will not be effective.

In this case, Il Labirinto will return the purchased goods to the sender, charging the shipping costs to the sender.

 

9) REFUND TIMES AND METHOD

In the event of withdrawal communicated by the Customer in accordance with the indications and methods referred to in the previous article, Il Labirinto will reimburse the Customer for all amounts paid by the latter, including those by way of delivery costs for the Products, where applicable , within 14 days of receiving the notice of withdrawal sent by the Consumer Customer.

Regardless of the correspondence between the recipient of the Products indicated in the order form and the person who paid the sums due for their purchase, the refund of the sums will always be made in favor of the person who made the payment (identified as the 'holder of the credit card used for the purchase or as the holder of the current account from which the bank transfer used for the purchase was made). Il Labirinto, also in compliance with the Consumer Code, reserves the right to withhold the refund until it has received the returned Products or until the Customer has proved that he has proceeded to return the Products.

 

10) CUSTOMER SERVICE AND HANDLING OF COMPLAINTS

For any doubts or complaints relating to the execution of the contract, the Customer can contact Customer Service in the following ways:

 

11) LEGAL WARRANTY OF PRODUCT CONFORMITY

Il Labirinto guarantees that the Products advertised on the Site conform to the description and characteristics indicated and that they are exclusively top quality Products.

Il Labirinto does not sell irregular products or products of lower quality than the corresponding standards offered on the market.

The essential characteristics of the Products are indicated on the Site at each Product detail page. However, the images and colors of the Products offered for sale may not correspond to the real ones due to the Internet browser and monitor used. It is therefore understood that, without prejudice to the indications relating to the label, the Customer cannot make any objection against the Labyrinth, in the event that the packaging of the delivered Product does not coincide with the image of the Product shown on the Site in terms of colour/ shape/size. Indeed, Il Labirinto reserves the right to modify the packaging of the Product at any time.

Il Labirinto pays the utmost attention to the compliance of what is described and presented on the Site with what is reported on the label on the product packaging. In any case, it is emphasized that, where differences are found, the label and the indications for use of the Product will always prevail.

In this regard, il Labirinto reminds its customers that their Products must be stored, in accordance with the instructions for use provided at the time of purchase, as well as protected from humidity or too intense sources of light, and cannot be exposed at too high temperatures.

Products that have not been stored according to the specified indications will therefore be excluded from the guarantee.

Furthermore, the Products may also be subject to an expiry date, duly indicated on the label.

There is a "lack of conformity" when the purchased good:

  • it is not suitable for the use for which goods of the same type are normally used,
  • does not conform to the description given by the seller and does not possess the qualities of the goods that the seller has presented to the consumer as a sample or model,
  • does not have the usual qualities and performance of a product of the same type, also taking into account the declarations made in advertising or on the labelling,
  • is not suitable for the particular use desired by the consumer if brought to the attention of the seller at the time of purchase.


Compatibly, therefore, with the expiry date of the individual Products, which due to their particular nature have a limited duration, Il Labirinto will be liable to the consumer for any lack of conformity  existing at the time of delivery of the product and for hidden defects that become apparent within two years of such delivery. The Customer may request intervention under warranty, through the Site or by e-mail, within two years starting from the date of receipt of the products (for obvious defects) or from the discovery of the defect (for hidden defects) specifying the reason "warranty for non-conforming product", the order code and the reason for the complaint.

Il Labirinto, having verified compliance with the above, will indicate to the Customer the procedures envisaged for the repair or replacement of the product under warranty. Il Labirinto, where necessary, will, at its own expense, arrange for the defective Product to be collected by express courier directly from an address indicated by the Customer. After receiving the product, Il Labirinto will evaluate the actual alteration and, in the event of a positive response, will repair or replace the goods at its own expense, within and no later than 30 (thirty) days from the date of receipt. of the return. In the event of a negative response, Il Labirinto will promptly notify the Customer of the negative outcome of the return procedure, to whom no replacement product will be sent. In any case, the Customer may, at his own expense, collect the product no later than 30 (thirty) days from the notification of the negative outcome of the procedure.

The Consumer will have the right to terminate the contract where the replacement is not possible, when the lack of conformity persists despite the replacement, when the defect is so serious as to justify an immediate reduction in the price or termination.

The legal guarantee of conformity on the products will apply correctly if the following conditions are also fully respected:

a) the request to open the warranty intervention procedure contains the information relating to the order code and reason for the return;
b) the returned products are sent in a single shipment.

Il Labirinto is not responsible or obliged to compensate for indirect, immaterial or collateral damages, including (without limitation): loss of profit, loss of earnings, production limitations, administrative or personal costs, loss of customers or legal actions of third parties. The guarantee in question is valid only for products purchased by a customer residing within the Italian territory.

This limitation of liability does not apply in the event of fraud, willful misconduct or serious error committed by Labirinto, or serious injury or death caused by grossly negligent behavior by Labirinto.

The Product Conformity Guarantee is reserved for the site's Customers. It applies only to users who have made a purchase on the Site for purposes unrelated to any entrepreneurial, commercial, craft or professional activity carried out. Those who have purchased on the Site and who do not qualify as Customers will be covered by the guarantee for defects in the thing sold, the guarantee for defects in promised and essential quality and the other guarantees provided for by the civil code with the relative terms, forfeitures and limitations. Any failures or malfunctions caused by accidental events or by the user's responsibility or by use of the product that does not comply with its intended use and/or with the provisions of the instructions for use are excluded from the scope of the product conformity guarantee. of the product and in cases where you store the products in unsuitable places or places exposed to bad weather, dirt or contaminants.