Quick and easy returns up to 14 days after your purchase, in 3 simple steps.
To make the return you must request the authorization code, in 3 SIMPLE moves:
1. go to your ACCOUNT and click on HISTORICAL DETAILS OF ORDERS
2. click on DETAILS in the row of the order you want to render
3. select the product to return, add the motivation (for internal statistics) and click on the light blue REQUEST A REFUND button
Once you have received the authorization number by email, write it together with your name and surname on the adhesive label that you will find inside the product's shipping package, which you will apply on the return box.
Check that there are no stickers on the outside of the box with different barcodes or addresses used for the first shipment. If there are any, remove or delete them with a large felt-tip pen.
You can choose to return the parcel by taking it to one of our centres or by courier. If you prefer to send the parcel by courier, you must CALL THE CUSTOMER SERVICE SERVICE TELEPHONICALLY to arrange the pickup.
CHRISTMAS SPECIAL: In the period from 15/11 to 16/12, the return period is extended until 31/12.
Below is the WITHDRAWAL POLICY
Right of withdrawal
The CUSTOMER has the right to withdraw, without giving reasons, by sending back or returning the PRODUCT to the SELLER.
For this purpose, the PRODUCT shall be returned or returned without undue delay and no later than fourteen (14) days after the communication of the withdrawal decision, unless the SELLER proposes to withdraw the PRODUCT himself.
In accordance with article 52, paragraph 2 of the Consumer Code, the withdrawal period ends on the expiry of fourteen (14) days from the day on which the CUSTOMER, or a third party other than the carrier and designated by the SELLER, takes physical possession of the PRODUCT.
In case the CUSTOMER has ordered multiple PRODUCTS through a single order giving rise to several DELIVERIES (or in case of an order of a single PRODUCT delivered in several lots), the withdrawal period expires fourteen (14) days after the day in which the CUSTOMER, or a third party other than the carrier and designated by the CUSTOMER, takes physical possession of the last PRODUCT delivered.
Notification of the right of withdrawal
In order to exercise its right of withdrawal and in accordance with article 54 of the Consumer Code, the CUSTOMER must notify its decision of withdrawal through an explicit declaration or through its ACCOUNT on the website www.isolani.com/eshop, in the area "HISTORICAL DETAILS ORDERS" - "DETAILS" - "RETURN".
Once you make the request, it will be evaluated and AUTHORIZED by Customer Service through a return authorization number.
The CUSTOMER will indicate the return authorization number, name and surname on the adhesive label that will be found inside the package of the product, which will be applied on the return box.
The CUSTOMER will also check that there are no stickers with different barcodes or addresses used for the first shipment on the outside of the box.
The CUSTOMER can choose whether to return the package by bringing it to one of our centres or by courier. If you prefer to send the parcel by courier, you must CALL CUSTOMER SERVICE TELEPHONICALLY to arrange the day of collection.
Effects of withdrawal
In case of withdrawal by the CUSTOMER, the SELLER undertakes to reimburse the entire amount paid including delivery costs (with the exception of any additional costs that may arise from the CUSTOMER's choice of a delivery method other than the standard delivery method proposed by the SELLER), without undue delay and in any case within fourteen (14) days from the day on which the SELLER was informed of the CUSTOMER's withdrawal. (Article 56 of the Consumer Code) and has received the goods.
Once the SELLER has evaluated the goods as indicated below in the "conditions of the goods", the SELLER shall proceed with the reimbursement using the same means of payment used by the CUSTOMER for the initial transaction, unless the CUSTOMER has expressly allowed the use of another means; in any case the reimbursement shall not entail any cost for the CUSTOMER.
The SELLER shall not be obliged to reimburse the additional costs if the CUSTOMER has expressly chosen a more expensive delivery method than the standard delivery method proposed by the SELLER.
The CUSTOMER must return the goods to the address ISOLANI eshop, Via XXIII Settembre, 4 - 16047 Gattorna (GE), without undue delay and in any case within fourteen (14) days from the date on which he communicates his decision to withdraw from the contract.
The term shall be considered respected if the CUSTOMER returns the goods before the expiry of the fourteen (14) day period.
Condition of the returned item
The PRODUCT must be returned according to the SELLER's instructions, and in particular must include all the accessories supplied.
The CUSTOMER is solely responsible for the decrease in value of the goods resulting from a handling of the goods other than that necessary to establish the nature, characteristics and correct functioning of this PRODUCT. In other words, the CUSTOMER has the possibility to test the PRODUCT, but his responsibility can be called into question if he carries out manipulations other than those necessary.
Exclusions from the right of withdrawal
The right of withdrawal is excluded in the following cases:
- The supply of goods which by their nature are inseparably mixed with other goods
- Supplies of sealed goods that do not lend themselves to being returned for hygienic and health protection reasons and have been opened by the CUSTOMER after DELIVERY