RIGHT OF WITHDRAWAL

According to Legislative Decree No. 206/2005, the Customer has the right of withdrawal without incurring penalties or providing justifications within 14 working days from the date of product delivery, as provided by law. Although not obligatory, we appreciate it if our Customers wish to provide a brief explanation of the reasons for the withdrawal.

To exercise the right of withdrawal, the Customer must follow the following instructions:

1. The Customer may exercise his right of withdrawal without justified reason within 14 days from the date of receipt of the purchased product. The willingness to return the products must be expressed by sending an email to info@elsafirenze.com, with the indication of the order number, the customer data, the products, for which you intend to exercise the right of withdrawal.
   Return the intact and unused goods within 5 days by postal service at the Customer’s expense. The goods must be returned complete with the original packaging and instructions for use. It is important that the goods are returned in these conditions; otherwise, the right of withdrawal will be ineffective. The Customer is responsible for the risks associated with the transport of the returned goods. If the goods are damaged during transport, the Supplier will inform the Customer within one working day of receiving the goods at their warehouses so that the Customer can promptly file a complaint with the chosen courier and obtain reimbursement for the insured value of the goods. In this case, the product will be returned with shipping costs borne by the Customer, simultaneously canceling the withdrawal request. The Supplier assumes no responsibility for damages or theft/loss of goods returned through uninsured shipments.
2. Return the intact and unused goods within 5 days by postal service at the Customer’s expense. The goods must be returned complete with the original packaging and instructions for use. It is important that the goods are returned in these conditions; otherwise, the right of withdrawal will be ineffective. The Customer is responsible for the risks associated with the transport of the returned goods. If the goods are damaged during transport, the Supplier will inform the Customer within one working day of receiving the goods at their warehouses so that the Customer can promptly file a complaint with the chosen courier and obtain reimbursement for the insured value of the goods. In this case, the product will be returned with shipping costs borne by the Customer, simultaneously canceling the withdrawal request. The Supplier assumes no responsibility for damages or theft/loss of goods returned through uninsured shipments.
3. After receiving the returned goods, they will be examined to verify any damages or tampering not caused by transportation. If the goods are intact and the withdrawal has been correctly exercised within 30 days from the date of notification of the exercise of the right of withdrawal, the Supplier will proceed with the refund. The refund, net of delivery costs, will be made by bank transfer to the customer’s provided bank account.

The right of withdrawal is invalidated if the goods do not maintain the essential condition of integrity (packaging and/or content) in case of:

• Absence of the original external/internal packaging.
• Lack of integral elements of the product (accessories, cables, manuals, parts, etc.).
• Damage to the product due to causes other than transportation or exceeding the time limits provided by law for reasons not deriving from the Supplier.

In the event that the right of withdrawal is invalidated, the Supplier will return the goods to the sender, charging the shipping costs. However, if the Customer receives a damaged or different product from the one ordered, the Supplier will fully refund the value of the product and the corresponding shipping costs. It is important that the Customer informs the Supplier within two days of delivery if the goods are damaged or do not correspond to the placed order.

Please note that the right of withdrawal does not apply to purchases made at a physical store since the transaction is considered concluded at the time of issuing the receipt or invoice by the store. In such cases, the relationship is managed directly with the store manager and not through online sales or correspondence.

Is the product defective or damaged?

If the received product has defects or damages, please contact us to initiate the return procedure.

Your collaboration will be necessary in describing the defect and sending clear photos documenting it.

We also ask you to include a complete photo of the product, both front and back. You can send us all the information via email to: info@elsafirenze.com. Our support team will respond to you as soon as possible.

We recommend sending the photos in JPG format for better viewing. After receiving the necessary information, we will process your request with priority and as quickly as possible.

If you have any other doubts or questions?

If you have any further questions or doubts, please don’t hesitate to contact us. You can find all our contact details on the “Contact” page of our website. If you need assistance with placing an assisted phone order, you can schedule an appointment with one of our operators. Choose the most convenient date and time for you, and a member of the Florence Leather team will contact you.

On our website elsafirenze.com, you will find the products from our new lines. We specialize in offering the latest innovations from the brands featured in our catalog.