Right of withdrawal

For purchases made online on efori.it, consumers may notify their decision to withdraw from the purchase within 14 days from delivery, without having to provide a reason.

If a single order consists of several items delivered separately, the period starts on the day when the consumer, or a third party designated by the consumer, takes possession of the last item.

Customers residing in the European Union remain entitled to the rights provided by European and national consumer protection legislation.

For orders shipped to countries outside the European Union, EFORI applies a commercial return window of 14 days from delivery, without prejudice to any mandatory, more favourable rights granted by the law applicable to the customer.

How to request a return

EFORI provides the Shopify Returns and Cancellations Self-Service system.

Through the procedure available on the website or in the customer account, it is possible to:

• select the relevant order;
• select the product to be returned;
• state the reason for the request;
• submit the return request in a traceable manner.

The customer may also contact EFORI support directly by email or WhatsApp.

Exercising the right of withdrawal within the applicable time limit is not subject to EFORI's discretionary approval. The subsequent product inspection is intended to determine the condition of the item, any reduction in value and the refund due.

Condition of returned products

The customer may inspect and try the product to the extent necessary to establish its nature, characteristics and fit, as they would normally do before a purchase.

The product must be returned with due care and, where applicable:

• unwashed;
• unaltered;
• undamaged;
• with all labels still attached;
• complete with all accessories and parts received.

Opening the packaging or normally trying on the item does not automatically result in the loss of the right of withdrawal.

The consumer is responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

How to ship a return

Before shipping the return, the customer must follow the instructions received through the Self-Service system or from EFORI support.

The customer is advised to use a traceable shipping service and keep the receipt and tracking number until the procedure is completed.

Sending a product without the information needed to identify the order may delay the handling of the return.

Who pays the return shipping costs

When exercising the ordinary right of withdrawal due to a change of mind, the return shipping costs are borne by the customer.

EFORI does not charge restocking fees.

The actual cost of the return may vary depending on the country of origin, courier, weight, dimensions and service chosen by the customer.

EFORI therefore does not state a fixed return shipping cost when the shipment is arranged directly by the customer.

Non-EU returns, customs and documentation

Returns originating from countries outside the European Union, including European countries that are not members of the EU, may be subject to customs procedures.

The customer must use the documentation required by the carrier or the competent authorities and correctly state that the shipment concerns returned goods.

Where required, it may be necessary to indicate the order reference, the original value of the goods and other information useful for correctly identifying the return.

Import duties and taxes paid on import

Any duties, import taxes or customs charges paid directly by the customer to authorities, couriers or other third parties at the time of the original delivery are not automatically refundable by EFORI.

Where the law of the relevant country allows such amounts to be recovered, the customer may need to submit a specific request to the customs authority or the party that collected them.

Return refund

In the event of a valid withdrawal, EFORI issues the refund using, unless otherwise agreed, the same payment method used for the purchase.

For the right of withdrawal applicable to EU consumers, the refund is made within the time limits provided by law.

EFORI may wait until it has received the returned products or evidence that they have been shipped back, whichever occurs first, where permitted by law.

Original shipping costs

When the customer withdraws from the entire order and the applicable law so provides, the cost of the standard delivery method originally offered is also refunded.

Any additional costs resulting from the customer's voluntary choice of a more expensive service than standard delivery are not refundable.

Returning part of an order

It is also possible to request a return for only one or more items belonging to an order containing several products.

In the event of a partial return, the refund concerns the value of the returned products.

Any original delivery costs are refunded only where this is required by the applicable legislation in relation to the specific return.

Size, colour or product exchanges

The Shopify Self-Service system is mainly used for returns with a refund.

To request an exchange of:

• size;
• colour;
• product;

the customer must contact EFORI support directly.

Any exchange is subject to item availability, inspection of the returned product, any price difference and the agreed arrangements for the new shipment.

Where a direct exchange cannot be arranged, the customer may return the product and place a new order.

Cancellation before shipment

For items that have not yet been shipped, the customer may use the Shopify Self-Service function or contact EFORI support promptly.

If the order has already been prepared or handed over to the courier, it may no longer be technically possible to stop the delivery.

In that case, once the product has been received, the customer may use the ordinary withdrawal and return procedure.

Wrong, damaged or defective product

If the customer receives a product that is:

• different from the one ordered;
• damaged during transport;
• defective;
• not compliant with what was purchased;

they must contact EFORI and provide the information needed to assess the issue.

Where the error, defect or lack of conformity is attributable to EFORI or falls within the statutory guarantee, the customer will not bear the costs necessary to handle the return where required by the applicable legislation.

It is advisable to keep the product and packaging and, where useful, provide photographs that allow support to assess the issue quickly.

Statutory guarantee of conformity

The right of withdrawal due to a change of mind is separate from the statutory guarantee applicable to defective or non-conforming products.

For purchases made by consumers in the European Union, goods are covered by the statutory guarantee provided by the applicable legislation, with an ordinary minimum protection period of two years from delivery.

Depending on the circumstances and the conditions provided by law, the consumer may be entitled to have conformity restored through repair or replacement or, where applicable, to a price reduction or termination of the contract.