Refund policy

A Customer who is defined a “Consumer” pursuant to Article 3 of the Consumer Code, is afforded the rights referred to in Article 52 et seq. of the Consumer Code, as amended by Legislative Decree no. 21 of 21/02/2014, and, therefore, the right to withdraw from a Sales Contract (hereinafter, the “Right of Withdrawal”) for any reason, without justification and any penalty, provided that the Seller is notified in this regard within fourteen (14) days, starting from the day on which the Customer or a third party designated by the Customer and other than the Carrier, acquires physical possession of the merchandise. However, EPOQUE & CO SRL, by commercial choice and to better meet its customers’ needs, extends the deadline for exercising the right of withdrawal to thirty (30) days, starting from the day on which the Customer, or a third party designated by the Customer and different from Carrier, acquires physical possession of the merchandise. We remind you that, as required by current legislation, the right of withdrawal does not apply and, therefore, cannot be exercised if the products you have purchased have been customised, even with simple engravings, or have been made to measure for you, upon your explicit request at the time of the Order. The Withdrawal may concern all (Total Withdrawal) or only a part (Partial Withdrawal) of the EPOQUE & CO SRL Products purchased by the Consumer. A Customer who intends to exercise the right of withdrawal must provide adequate and explicit notification thereof to EPOQUE & CO SRL on the dedicated withdrawal form, to be submitted to the relevant Contacts, or by accessing the website www.anasibe.com, and, specifically, the section “DO YOU NEED INFO?”, then “EASY EXCHANGES AND RETURNS”, and following the instructions detailed in the section “HOW TO RETURN MERCHANDISE (ONLY FOR ITALY)”. By accessing the section “DO YOU NEED INFO?”, then “EASY EXCHANGES AND RETURNS” and following the instructions provided in the section “HOW TO RETURN MERCHANDISE (ONLY FOR ITALY)” within 30 (thirty) days from the day of receipt of the Product, you can inform us of your wish to withdraw from the Contract, indicating which Products will be returned. The right of withdrawal is subject to the following conditions: the Products must be returned in their entirety, rather than parts thereof, including in the case of kits; the Products must not have been used, worn, washed or damaged; the Products must be returned in their original packaging (meaning the packaging of the single product); the Products must be sent to the Seller in a single shipment; in the event that the returned product(s) were part of an Order that entitled the Customer to a gift, the Customer must also return the gift. Withdrawal Form When exercising the right of Withdrawal, the Customer must return the goods within 30 days from the day on which EPOQUE & CO SRL was notified of the Customer’s intent to withdraw from the Contract, pursuant to Art. 57 of Legislative Decree 206/2005. The return can be requested through the EPOQUE & CO SRL website within 30 days of item receipt. After logging in to www.anasibe.com via the access credentials, go to “CONTACT US and fill out the Contact form to specify the reason for the return and your Order number. It is possible to request a refund or an exchange: request a refund if you want the refund of the amount spent for the items you want to return; ask for the Store Credit in case you want to exchange an item. The Store Credit can also be used immediately by placing an Order on the Site. The new Order will be shipped by EPOQUE & CO SRL only after the returned items has been received. It is important that you contact Customer Service by email at info@anasibe.com to let us know on which day and at what time you wish the courier to collect the package. You must place the items to be returned in a sealed and protected box or envelope. The courier will already have the label with our shipping address and the information on the Customer who placed the Order, so it is not necessary to write anything on the package. The merchandise must be returned intact, in its original packaging, complete in all its parts (including packaging and any documentation and accessory equipment: manuals, cables, etc.), and with tax documentation attached. EPOQUE & CO SRL will refund the sum paid for the returned Products, including any shipping costs, within a maximum period of 30 days, after verifying that all the return requirements have been met. As required by current legislation, EPOQUE & CO SRL may suspend the refund until receipt of the goods or, at its sole discretion, until the Customer demonstrates that the merchandise has been returned to EPOQUE & CO SRL. Pursuant to Article 59 of the Consumer Code (containing the “Exceptions to the Right of Withdrawal”) for remote and off-premises Sales Contracts, the right of withdrawal is excluded in the case of “purchase of made-to-measure or clearly customised merchandise”. Reimbursement methods If you exercise the right of withdrawal in accordance with the conditions set forth above, the Seller must reimburse the sums paid by the Customer no later than 30 days of the latter’s decision to exercise the right of withdrawal, provided that the Product has been returned and inspected by EPOQUE & CO SRL. The Seller will use the same means of payment used for the original purchase, unless you explicitly ask the Seller to use a different methods and the latter accepts the request. If the Order was paid for via PayPal, the refund will be made to the card or account used for payment, while if the Order was paid for by credit card, the refund will be made to the card used for payment (it is not possible to use a different card for refund). If the Order was paid by bank transfer, the refund will be made by bank transfer: Contact Customer Service at info@anasibe.com to provide us with the IBAN number to which the refund must be deposited. If the Order was paid by COD (cash payment to the courier), the refund will be made by bank transfer; contact Customer Service at info@anasibe.com to provide us with the IBAN number to which the refund must be deposited. Returns are processed by Customer Service within approximately one working week. The availability of refunds made to a credit card or current accounts may vary depending on the recipient banks, though it generally takes about 2/3 working days to be credited. In the event of a standard Withdrawal, the only costs you will pay will be the initial shipping costs calculated for the Order. If you have selected a different and more expensive delivery option, any additional costs paid will not be refunded. All other expenses will be reimbursed by the Seller, including the costs of delivery of the returned goods (with the exception of any additional costs that may have been incurred if the Customer selected the more expensive delivery option). The only case in which the Customer is entitled to a refund of the Product price, as well as shipping and return costs is for defective products or the delivery of products that do not match the Order placed by the Customer, or in the event of damage due to transport or shipping errors by the Seller. For any of the cases listed above, EPOQUE & CO SRL will bear the transport costs incurred to return the products. Returns can be requested within 30 days of merchandise receipt. If possible, place the item(s) to be returned inside the original box; if this is not possible, for safety reasons, we recommend that you accurately package and protect the item(s). The courier will have the pre-printed label with our shipping details and customer reference information. Exchange of products, Store Credit If the right of withdrawal is exercised by you in accordance with the requirements set forth above, you can select to request a refund or, during the return procedure, opt for a Store Credit of the same value as the amount you spent, to be used for a new and different purchase on www.anasibe.com; just click on the option to confirm your choice. Remember that the Store Credit must be used within twelve months from the date of issue and, therefore, is no longer valid after its expiry”.