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We hope you like the goods! If you change your mind anyway, the return request must be filled in directly online within 14 days from the date of receipt of your order
Tthe customer may withdraw from these conditions and therefore from the purchase agreement for any reason, without stating any justification and without incurring any penalty, within 14 (fourteen) working days from the date of receipt of the order
The goods must be returned intact, complete with all its parts and in its original packaging (envelopes and packages), kept and possibly used for the time strictly necessary to establish and verify its nature, characteristics and size, according to normal diligence, without any signs of wear or dirt, in compliance with the conditions set out below:
The right of withdrawal may apply to the purchased product in its entirety. for the return to be possible, the product must be intact and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessory equipment: labels, tags, seals, etc. ...).
We remind you that shipping costs (and customs charges, if any) for the return of the goods shall be borne exclusively by the Customer; the shipment, up to the certificate of receipt in the warehouse is under the full responsibility of the customer.
NOTE:
It is not possible to request an exchange or a refund of a customized product unless the goods are defective or do not comply with the order placed.
HOW TO OPEN A RETURN REQUEST IF YOU ARE A GUEST USER:
Connect to your dashboard as a guest at (LINK) by entering your order's details
Enter your order details and select "RETURN"
Enter the return request for the products to be returned choosing "refund" as solution: you will immediately receive an email confirming the process has been completed correctly and RMA number
HOW TO OPEN A RETURN REQUEST IF YOU HAVE AN ACCOUNT ON OUR ONLINE SHOP:
Go to MY ACCOUNT section in the user dashboard, ORDERS area
Enter the details of your order and select RETURN
Enter the return request for the products to be returned choosing "refund" as solution: you will immediately receive an email confirming the process has been completed correctly and RMA number
Once you have completed your return request, you will receive a confirmation e-mail from our Customer Care within 1-2 working days with all the instructions on how to return the goods
How do I return my items?
Print the return authorization email and insert it in the package along with the items to be returned
Send the parcel by courier to the address you received in the return authorization email. We remind you that shipping costs are at the customer's expenses,our Customer Care does not provide a return label
Keep your parcel's shipping receipt
For parcels from EU, the shipping address is as follows:
FiloBlu c/o Snatt Logistica Spa Mag. L,
Via San Biagio, 65/6742024 Castelnovo Sotto (RE)
Italia
For packages sent from outside the European Union, the shipping address is as follows:
FiloBlu c/o Snatt Logistica Spa
Via Kennedy 12/B
42040 Campegine (RE)
Italia
* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to a declaration. This means that the goods must be accompanied by a pro forma invoice
The pro forma invoice must be correctly filled in and attached outside the box (please never put it inside the box)
If you print the pro forma invoice from our website, this will help us accelerate customs clearance process for your return
We kindly invite you also to communicate your return tracking number by sending an email to our Customer Care if you return an item from a non-EU country.
Pro forma is mandatory for the following non-EU countries*: Andorra Armenia Azerbaijan Belarus Vatican City Georgia Iceland Liechtenstein Moldova Monaco Norway United Kingdom Russia San Marino Switzerland Ukraine; Asia, Africa, Australia, and South America.
As soon as your return will be delivered to our warehouse, the Quality Control Department will carry out the appropriate checks. In case of a positive result, we will send you an email to confirm the return and refund timing.
The refund shall be made within 14 (fourteen) days of the withdrawal, by means of a transfer of the amount charged, using the same means of payment as that used by the customer for the initial transaction, unless otherwise agreed. Santoni may suspend the refund until receipt of the returned product.
We remind you that the return will not be accepted if:
- the returned product and/or its accessories and/or its packaging are not intact;
- the product is missing its external packaging and/or its original internal packaging;
- the product is missing integral elements of the same and/or accessories (e.g. fasteners, laces, buckles, etc.).
Please also note that the technical time required to obtain a refund depends on the internal procedures of your credit institution.
In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what in legal terms is defined as "a product that complies with the agreement"
Santoni is committed to provide high quality products and services. If, for any reason, you have a complaint about a product purchased online (in case of defective and/or non-conformity), please contact our Customer Care.
Please provide all the necessary information, including, the related order number and pictures with the labels of the product that you received
Before sending the goods back we kindly ask you to wait for a reply from our Customer Care that will deal with your claim as soon as possible
In the event of a defective or non-conforming product, Santoni will organize a pick up for the product at its own expense