Exchanges and returns

Exchanges and returns informations

RETURNS AND REFUNDS

What you need to do if you receive a damaged item:
Send an e-mail straight away to: customercare@mariacandidagentile.com giving a description of the damaged item along with a photo.
All broken or damaged items will be replaced or refunded at our expense.
Refunds are made by bank transfer. We will arrange for the item to be collected at your home address or at a collection point. Please get in touch with us and we will be happy to help you out.

If you want to exercise your right to cancel an order (Consumer Contracts Regulations) as guaranteed by law under article 52 of the D.Lgs 206 in 2005 (Consumer Code), and the regulation 2011/83/EU, subsequently modified, read the following: If you would like to withdraw from the contract without giving a reason and paying only for the return delivery costs to MCG Srl, you need to do so within 14 calendar days from the day you receive the goods.

You should inform MCG Srl of your decision to exercise your right to cancel within 14 days from the day you receive your goods.

What you need to do if you change your mind about an item you have received:

  • get in touch with our customer care team to get all the details at the following e-mail address: customercare@mariacandidagentile.com
  • delivery fees are paid for by the customer who can either use a courier service of their own choice or opt for our courier at the cost of 10 euros which will be deducted from the refund.
  • the returned item and packaging must be intact.
  • as soon as our warehouse receives the returned item, checks will be carried out to ensure that it is intact, and only at that point will we proceed with the refund.

MCG Srl’s legal responsibilities:

MCG Srl will comunicate the confirmation of receiving the exercised right to cancel.
MCG Srl will refund all payments, where appropriate including delivery charges, within 14 days of the day when the decision to cancel was received.
MCG Srl will give the refund using the same means of payment that the customer used for the initial purchase.
MCG Srl is not obliged to refund any supplementary costs, if the customer chooses an alternative delivery service instead of the less expensive option offered by MCG Srl.
MCG Srl can withold the refund until the returned goods are received or until the customer can provide proof of the returned delivery.

 

Consumer’s legal responsibilities:

The consumer should return the goods to MCG Srl within the time frame, that is no later than 14 days from the day the decision to return the goods was communicated TO MCG SRL. The terms will be respected if the goods are sent before the 14 day deadline. The return delivery is paid for at the customers’ expense. The customer will be deemed responsible for a decrease in value of the product resulting from an unnecessary handling of the item in order to establish the nature, characterstics and function of the said item.

The right to cancel excludes the following:

  • The supply of goods and services whose price is related to financial market fluctuations which the professionist has no control over and which can occur during the period of cancellation.
  • The supply of bespoke or personalised packages.
  • The supply of goods which are at risk of deterioration or an impending expiry date.
  • The supply of sealed goods which cannot be refunded for hygienic reasons or health reasons and goods which have been opened after delivery.
  • The supply of goods which appear to have been contaminated with other products after delivery.

REFUNDS

It is not possible to give refunds if the instructions for the returns and refunds procedure are not followed correctly and /or the products are not intact or in their original condition.
All refunds will be made by bank transfer.
It takes between 7 and 10 working days from the receival of the returned goods to process and credit the refund (the timing depends on your bank or credit institute and in some cases it can take longer).
In the case of full refunds, delivery expenses will be refunded if these were incurred during the purchase. In the event of partial rfund, delivery charges will be not be refunded.
Refunds will not given for payments made by cash on delivery.