Our purpose is to guarantee your full satisfaction. If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to cancel your purchase and return the purchased products within fourteen (14) calendar days from the date on which you received the purchased product from www.svetamilano.com (or the day on which you received the last product, if you received products of the same order on different days). The products may be returned by dispatching the package through the shipping agent indicated by Sveta Milano (DHL), or through another shipping agent or postage method. In some specific cases, duly explained in the returns policy, it is possible to exchange purchased items.
Terms and conditions of return
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
- email to the Sveta Milano within fourteen (14) calendar days beginning on the day you received the products;
- the products have not been used, worn, washed, modified or damaged;
- the identification tag is still attached to the products with the disposable seal;
- the products are returned in their original packaging;
- the returned items must be shipped back to the Sveta Milano within fourteen (14) calendar days from the date on which you received the purchased products from www.svetamilano.com
If you have fulfilled all requirements set forth above, we shall refund the entire price for the purchased products. Should you decide to use the courier indicated by www.svetamilano.com, you will not have to directly take care of the return shipping costs, which are at our expense. In this case, www.svetamilano.com will pay the return shipping costs for you and will deduct from your refund the cost of return postage.
You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense to Sveta Milano. If you refuse the above delivery, Sveta Milano reserves the right to retain the products and the amount paid for your purchase of the products. Without limiting the paragraph above, the cancellation right set out above does not apply to: (a) sealed products unsealed by you following delivery, where return of such products is unsuitable due to health protection or hygiene reasons; (b) products which are made to your specifications or clearly personalized; or (c) products which have become inseparably mixed with other items after delivery.
Refund times and procedures
After the Sveta Milano has received the returned products and checked that the products meet all requirements, you will receive an email that the returned products have been accepted. Whatever the form of payment you used (credit/debit card, Paypal), the refund procedure will start within: (a) where we collect the products from you through our approved courier, fourteen (14) calendar days from when the vendor was informed of your decision to exercise your right to return the purchased products and once the vendor has checked that the return was carried out in compliance with the above conditions; or (b) where you return the products yourself, fourteen (14) calendar days from the day we receive the returned products or, if earlier, proof of postage from you evidencing that you have sent the products back, within such time. You may be liable for, and we may deduct from any refund due to you, any diminution to the value of the returned products caused by your handling of the products, save to the extent necessary to ascertain the characteristics, functions or nature of the products.
Without prejudice to the above, the time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
- purchase by credit/debit card: refund time will depend on the credit card company’s policies. we would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;
- payment by paypal: refunds will be credited to your paypal account and will be visible immediately. the actual reimbursement to the credit card associated with your paypal account depends on the company that issued the card;
Conditions for the exchange of products
In certain circumstances detailed below, you shall be entitled to exchange your product for a different size or colour of the same model. Exchanges are subject to product availability at our warehouse. You can request an exchange using the online return and exchange form on the website, which allows you to exchange your purchased products using the options available.
The request for an exchange of the product is subject to the following conditions:
- product exchange shall only apply to purchased products for which this possibility is expressly specified on the online return and exchange form on our website by means of the word "exchange” being available";
- you may only request the replacement of one or more purchased products with products of the same model, but in a different size and/or colour. the available replacement options will be indicated in the online return and exchange form;
- you may request to exchange one or more purchased products within and not later than 14 (fourteen) days of the day you receive the products, by filling in the return and exchange form within the aforementioned deadline. The products to be replaced should be returned within 14 (fourteen) days of the day you received them;
- you may only submit a single replacement request for each product purchased;
e. the products for which you request the replacement must be returned to us in their original packaging, they must not have been used, worn, washed, modified or damaged, and they must still have their identification tag attached with the disposable seal;
- the products to be exchanged that are part of a single order must be returned to us in a single shipment. we reserve the right to refuse products of the same order that are shipped for replacement in different stages.
If all the above conditions are correctly fulfilled, once you have filled in and transmitted the return and exchange form containing you request for goods replacement, we will process said request by sending you a relevant confirmation email.
Deadlines and procedure for obtaining products exchange
After receiving the products to be exchange, we will inspect the products to check that all the above requirements have been fulfilled, we will then verify the actual availability of the replacement products in our warehouses to ensure that the size and/or colour you have selected are available.
If the selected replacement products are not available in the warehouse, we will not be able to accept your request for an exchange and will refund you the original price of the products originally purchased in accordance with the procedures specified in sections 1 and 2 herein.
If the selected products are available in the warehouse, we will accept your request for an exchange and will send you an email confirming the shipment of the replacement products. Shipment will occur within thirty (30) working days of the date from which we were made aware of your request for exchange the costs for shipping the replacement products shall be borne by us.
When exchanging a product, if the price of the purchased product is lower or higher than the chosen replacement product, you will not be required to pay the relative price difference. However, if you choose to return the exchanged product in accordance with your legal rights within seven (7) working days of the day you received the product, you will receive a full refund for the price paid for the original purchased product.
You will be contacted by us if your request for an exchange cannot be accepted because the above conditions have not been met. In this instance, you can have the original products shipped back at your expense or we will issue a refund in accordance with the procedures set out in sections 1 and 2.
The exchange products are subject to a subsequent product return procedure, in accordance to sections 1 and 2 herein.
All products sold by the vendor include an identification tag. Please try on the products without removing the tag. Returned products without the tag will not be accepted.
As advised by Sveta Milano, returned products may be shipped by the package delivery company DHL, using the pre-printed label enclosed in the package in which the products were shipped. If you use DHL, Sveta Milano will be paying the shipping costs and track the package at any time. please contact DHL (or visit their site: www.fedex.com) to organize pick-up. If you decide to use a different shipping courier or other postage method than the one provided by www.svetamilano.com, you will have to pay for the cost of return shipping upfront and you will be responsible in case of loss or damage to the products during transport in accordance with our returns instructions. Other than as set out herein, you will not incur any fees as a result of your request for reimbursement. For your protection, we recommend that you use a courier service if you choose to return the goods other than via the pre-paid mechanism and approved courier.