Refund policy

Return Policy Extract from the Conditions of Sale

Right of withdrawal

According to the Consumer Code, the consumer user has the right to withdraw from the contract without penalty within 14 (fourteen) days from the day of receipt of the products purchased on the Site. In this case the user will receive a full refund of the price of the products purchased as indicated below, with the exclusion of the shipping costs.

The withdrawal must be communicated, within the above term, by writing to customerservice@vicolo.com .

In order to return the products to GGZ, the user must deliver them to the courier authorized for shipment within 14 (fourteen) days from when he received the products, in the same conditions in which he received them at his/her own cost.

The user is obliged to take care of the products while they are in his possession; in default, GGZ will have the possibility to contest the refund request.

Below are all the steps that must be taken by the user to exercise his right of withdrawal:

A. within 14 (fourteen) days from receipt of the products, the user must send an e-mail to GGZ at the e-mail customerservice@vicolo.com informing it of the intention to return the products;

B. the products must not have been used, worn or damaged and must be returned in their original packaging and properly packaged for safe shipping;

C. the returned products must be delivered to the authorized freight forwarder within fourteen (14) days from the date on which the user received the products.

Once the order has been cancelled within the term and according to the above mentioned procedures and only after the return of the product or only after having verified that the user has returned the goods, GGZ will refund the returned goods as soon as possible and in any case within 15 (fifteen) working days. The user will be refunded by GGZ the full price excluding shipping costs. The amount will be credited to the same means of payment used for the purchase, unless another method has been agreed with the user.

You can return the products via a courier of your choice at your own expense.

Warranty and return procedure in case of non-compliant product

In the event of a defective or damaged product, the user must notify GGZ of any problem or defect within sixty (60) days of its discovery by sending an email to the following address customercare@vicolo.com indicating the reason and attaching photographs.

Within 5 (five) working days GGZ will authorize the return of the product and, within the following 30 (thirty) working days from the receipt of the product, GGZ will express its opinion on the defect or problem of the product. In case of acceptance of the warranty, the user is entitled to repair or replacement without any additional cost provided that GGZ still has the product available or that the repair is not excessively expensive in relation to the value of the product itself. Otherwise, the user is entitled to termination of the contract and therefore to a refund of the price or a reduction of the price itself if he decides to keep the product. Please remember that it is necessary to return the products in the same conditions in which they were received at your own care and expense using a courier of your choice.

Methods for returning non-compliant products:

A. the user must send the request in writing as soon as possible and in any case within 30 (thirty) days of receipt of the product, by sending an email to the following address customercare@vicolo.com indicating the reason for the return and attaching the relevant photographs. It is advisable to keep a copy of this request;

B. the products must be returned in their original packaging and properly packaged for safe shipping;

C. the returned products must be delivered to the authorized freight forwarder within 7 (seven) days from the date on which the user has informed GGZ that the product is damaged or defective due to GGZ itself.

In case GGZ does not acknowledge its responsibility for damage of the returned product, it will send a notification that the returned product cannot be accepted. In this case the user may request that the defective or damaged product be sent back to him/her.

If the recipient of the product indicated in the order form is different from the person who made the payment for that product, the amount paid for the returned item will be refunded by GGZ to the person who made the payment. The value date for the credit will necessarily also be the same as the value date of the original debit to avoid any loss of interest. The refund will be made using the same payment method used for the purchase.

GGZ will not be responsible for any delay independent of its will, including delays caused by the purchase or refund method, including, for example, delays caused by the refund policies of each credit institution.