SHIPPING AND RETURN
A. SHIPPING AND DELIVERY
A.1 Products will be sent by a carrier nominated by the seller to the shipping address specified during the order process. In the event of changes to the address, the company will not be held liable for orders not delivered to the correct destination.
A.2 Standard shipping will be free. If, however, during checkout, express shipping is selected, the user must bear the shipping costs for delivery of the products purchased on the website. The user will be informed of the express shipping costs before completing the order and this amount will be payable by the user together with the price of the products ordered, including VAT.
A.3 Delivery dates are for guidance only.
A.4 Non-delivery or late delivery (over eight  working days) must be reported to the customer service department as soon as possible.
A.5 In any case, the seller shall not be held liable for any direct, indirect, incidental, consequential damages, or any other kind, due to incomplete orders or delays or errors in placing the order or for delivery delays. In the event that it can be shown that non-delivery is due to the seller, the user will have only the right to request, at their discretion, delivery of the same product at no additional cost or a refund of the purchase price.
A.6 Upon receipt, you must verify the integrity of the parcels at the time of delivery by the carrier. In the event of problems (an opened package, damaged items, etc.) you must make sure these are pointed out to and recorded accurately by the carrier and refuse the delivery. Otherwise the user will forfeit the ability to exercise their rights in this regard.
B. RIGHT OF CANCELLATION AND REFUND
B.1 This right (pursuant to and for the purposes of Italian Legislative Decree no. 206 of 6 September 2005, known as the “Consumer Code”), which can be exercised only if the customer is a Consumer (meaning by this definition any natural person using the website for purposes unrelated to any business or professional activities), consists of the right to return the goods purchased to the supplier without penalty and without specifying the reason, as well as the right to obtain a refund of the purchase price.
B.2 The consumer may exercise their right of cancellation within fourteen (14) working days of receiving the products, following the procedure below:
B.2.1 Before returning products, please refer to the relevant information page on returns and refunds containing all the necessary information.
B.2.2 Complete the Cancellation and refund form.
B.2.3 Return the products together with the “Cancellation and refund form” contained in the package (or download it here) within the aforementioned period of fourteen (14) working days to: E.M. Industries srl – Via Mantovana 28/C, 37069 Villafranca di Verona, ITALY.
B.3 You must check that the shipment is correct at the time of delivery. In the event of any discrepancies with the order once the products have been delivered, the nature of any potential discrepancy (an opened package, damaged items, etc.) must be recorded in the appropriate section of the Cancellation and refund form.
B.4 The right of cancellation is subject to the following conditions:
The products must not have been used, worn or damaged, and must be returned intact and in their original packaging at the Customer’s expense;
Returns will not be accepted and refunds will not be given for articles if the products returned have been opened, used or are not in their original packaging;
Any products that smell of smoke, perfume, lotions or washing detergent will not be eligible for a refund;
Items to be returned must be sent in their original packaging using strong, thick cardboard packaging (not a bag). Failure to comply will result in a 15% restocking fee.
B.5 Upon receiving the return, the seller will verify the integrity of the items and will determine, at their sole discretion, if the products being returned are in their original condition.
B.6 The seller shall not be held liable in the event of address errors, late delivery or loss of the items being returned.
B.7 The right of cancellation cannot be exercised in the case of bespoke products.
B.8 There will be no cost for returning products if the customer uses the pre-paid consignment note sent with the products. The consumer, if they so wish, may also use the shipping method that they deem most appropriate; however, in this case, the cost for returning the products will be borne entirely by the customer.
B.9 Refunds – Once the returned products have been received, all reasonable commercial efforts will be made to ensure that any refund due is made within fourteen (14) working days of receipt of the items being returned. In this case, a full refund of the original purchase price of the items will be issued, including any shipping charges paid. If a refund is requested for part of the order (partial return), the shipping costs, if incurred, will not be refunded. Refunds will be issued via a credit transaction (if payment was made by Credit Card or PayPal) or by Bank Transfer (if payment was made by Advance Bank Transfer). In the case of the latter, the consumer will be responsible for providing the bank details to which the refund will be issued (IBAN and name of the account holder). Where the customer makes a return for a refund under false terms, the seller reserves all rights not to issue such a refund.
B.10 Replacements – We do not offer product replacements. If an item is returned we can only issue a refund for the total amount paid. Therefore it is not possible to replace the product with another model, size or colour. In this case, a new order must be placed.
B.11 Refused delivery – Purchases refused at the time of delivery will be refunded, minus the shipping costs and a 10% restocking fee.
C. EXEMPTION FROM LIABILITY
C.1 Under no circumstances will the seller be held liable for any special, indirect, consequential or incidental damages of any kind resulting from product defects or failures, violation of any warranty, whether expressed or implied, breach of contract, unlawful acts (including negligence), product liability, strict or otherwise, even if the seller has been made aware of the possibility of such damages. Since some jurisdictions prohibit the exclusion or limitation of liability for consequential or incidental damages, the aforesaid limitation may not be applicable to the specific user.
C.2 Notwithstanding any other provisions set forth herein, the seller’s total liability relating to or related to the products, whether by contract, warranty, unlawful acts (including negligence), product liability, strict or otherwise, shall, under no circumstances, exceed the actual amount paid by the user for the products resulting in this liability.
D. FORCE MAJEURE
The seller will not be held liable for any damages due to delays in the delivery of products or for failure to provide immediate notification, where such delay is due to force majeure, acts by the purchaser, acts by civil or military authorities, wars, riots, organised industrial action, the unavailability of materials or any other causes beyond the company’s reasonable control. The anticipated delivery date shall be understood as delayed by a period of time equal to the time lost due to the delay justified under this provision.