RIGHT OF CANCELLATION

The aim of EQUIVALENZA is to ensure your complete satisfaction. If for some reason you are not satisfied with your order, you can exercise your right of cancellation, without any penalty, within a period of fourteen (14) calendar days from the date you received the products purchased on www.equivalenza.com .

The products to be returned should be sent no later than fourteen (14) calendar days from the date you communicate to EQUIVALENZA that you are exercising your right of cancellation.

The products may be returned after carefully completing the cancellation document within the fourteen (14) calendar days from the date of receipt of the order and sent by email to customer@equivalenza.com putting in the subject of the email the order number and products to be returned, together with contact details.

 

Conditions for exercising the right of cancellation

To exercise the right of cancellation, you must notify us by email at the address customer@equivalenza.com of your decision to cancel the contract with a clear statement (eg a letter sent by mail, fax or email). You may use the model cancellation document below, although its use is not mandatory. The right of cancellation shall be deemed correctly exercised if the following conditions have been met in full:

a. products must not have been used, opened or damaged;

b. products must be returned intact and unused within their original packaging. The wrapper should still retain the original seal; if you want to return a kit, you must return all the items that are part of it);

c. the right of cancellation shall not apply to contracts relating to: 1) The supply of goods made to the consumer or user’s specifications or goods that are clearly personalized. 2) The supply of goods that are liable to deteriorate or expire rapidly. 3) The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.

d. returned products must be delivered to the courier within a period of fourteen (14) calendar days from the date that you communicate to EQUIVALENZA you will be exercising your right of cancellation.

Only for UK: Provided you have respected all these requirements, EQUIVALENZA will refund the amount of the returned items, charging to your account only the costs of return, ie the costs of sending back the purchased products to EQUIVALENZA.

If your return cannot be accepted, because of a lack of compliance with the above conditions, we will contact you. In the latter case you can request that items be returned and must pay the shipping charges. If you reject this possibility, EQUIVALENZA RETAIL S.L. reserves the right to retain the goods, as well as the corresponding amount of the products purchased.

 

Timeframes and procedures for reimbursement

Once EQUIVALENZA receives the returned product(s) and checks that all the conditions have been met, you will receive an email message confirming that the return has been accepted. Whatever the payment method used (credit card / debit card, PayPal or cash on delivery, should it be available), EQUIVALENZA will refund the amount paid as soon as possible and, in any event, no later than fourteen (14) calendar days , from the date on which your exercising of your right of cancellation became known to EQUIVALENZA, and after having checked that such a cancellation has been exercised with respect to the above conditions.

The period of time required for carrying out the reimbursement or refund of amounts paid to acquire the products depends on the payment methods used:

- Credit card or debit card: the speed of reimbursement depends on the entity that issued the credit card or debit card used. We remind you that the date of payment of the refund will be the same as the debit, so you will not suffer any loss in terms of bank interest;

- Payment by PayPal: the refund will be made to your PayPal account and you will be able to see it immediately. The time until the actual repayment on the credit card of your PayPal account depends on your credit card issuer;

- Cash on delivery (in case of availability): reimbursements will be made to the current account indicated in the Returns Form. The speed of repayment will depend on the accuracy of the details supplied. We remind you that a current account is required to receive a refund of your cash on delivery order. In the case of a gift, the person who has made the payment will receive the refund.

 

Conditions for replacement products

Exercising your right of cancellation entails the returning of the product by the customer and the refunding to the customer of the amount paid, within the terms and conditions detailed in this Document, but it is possible, if the client wishes, to replace products purchased for other products, instead of obtaining a refund for the corresponding price.

The request for replacement will take place within the limits listed below:

a. The only products purchased which may be substituted are those where this possibility is expressly provided for on the Returns Form, indicated by "SUBSTITUTION";

b. The options available for replacement will be indicated in the Returns Form;

c. You can request the replacement of one or more of the products purchased within a maximum period of ten (10) working days from the date of delivery, completing the Returns Form that must be sent electronically to EQUIVALENZA RETAIL S.L. before the end of that period. The products you want to replace must be delivered to the courier within ten (10) working days from the date of delivery.

d. You can make a single request for substitution for each product purchased; that is, you cannot change the item more than once.

e. The products for which substitution is requested must be returned to EQUIVALENZA RETAIL S.L. in their original packaging, unused, without being worn, washed or damaged, and with their identification labels still hanging and the seal intact.

F. The products you want to replace and which form part of a single order should be sent to EQUIVALENZA in a single shipment. EQUIVALENZA indeed reserves the right not to accept products of the same order sent for replacement at different times.

If all the above conditions are met properly, once the Returns Form is completed and submitted with your request for replacement, EQUIVALENZA will manage this replacement request and send you an email of confirmation.

 

Timeframes and procedures for replacements

Once EQUIVALENZA has received the products to be changed and are satisfied that all the above requirements are met, EQUIVALENZA will check the actual availability of the products you've selected in its warehouses.

If the product or products selected for replacement are not available in their warehouses, EQUIVALENZA will not be able to accept the request for replacement and therefore will proceed to reimburse you as soon as possible with the price of the product or products originally purchased and that cannot be replaced, according to the procedures set out earlier in this informative document.

If the product or products selected for replacement are available, EQUIVALENZA will be able to accept your request for replacement and will therefore proceed to send you an email of confirmation of the actual shipping of the replacement products. The shipment will take place in this case within thirty (30) calendar days from the date EQUIVALENZA RETAIL S.L. is informed of your request for replacement, and once it has been carried out under the conditions indicated above. Shipping costs of the replaced products shall be borne by EQUIVALENZA RETAIL S.L., which will choose the appropriate means of transport.

If the price of the purchased product is higher than the price of the product selected for replacement, you not are entitled to receive any refund or compensation for the difference.

We will contact you if we cannot accept your request for replacement, if it does not meet the above conditions. In this circumstance you can decide if you prefer us to return the products you wanted to change to you, the costs being borne by you. If you reject this shipment, EQUIVALENZA reserves the right to retain the products and the corresponding amount for the purchase of the same.

The replacement product or products may be the object of a subsequent refund, under and within the limits mentioned in the previous sections, but cannot be replaced again.

 

Returns

You can send your returned product to EQUIVALENZA RETAIL S.L. by a courier of your choice, bearing the costs yourself. Therefore EQUIVALENZA kindly recommends choosing a messaging service that allows you to control the shipment at all times. Be sure to send your return within seven (7) working days from receipt of the package.