Withdrawal and refund

The Customer has the right to withdraw from the purchase that can be exercised within 14 working days from the receipt of the purchased goods. The buyer must send Reclamificio S.r.l. an e-mail to the address “recesso@mae-mae.com” to request the procedure to follow for the return and to obtain the authorization. In the return communication, the buyer must always indicate the purchase order number and the product identification code. The shipment must take place at the following address: Reclamificio S.r.l. – S.S. 100 Km. 17,500 “Il Baricentro” Lotto 19/A Modulo 6 – 70010 Casamassima (BA) – Italia. The Customer will have to return, at his own care and risk, to the address indicated above, the products purchased, intact and complete (including the original packaging), no later than 14 working days from receipt of the purchased products. For the sole purpose of the expiration of the aforementioned term of 14 working days, the products are considered returned when they were delivered to the forwarding agent or post office. The withdrawal can be exercised for the entire product purchased and therefore cannot be operated in relation only to a part of the goods ordered. The responsibility for shipping the returned goods lies with the Customer. The ways to return the goods are:

  • through a trusted national courier (the receipt must be kept until receipt of the refund);
  • by courier appointed by MaeMae, at a price of € 7.90;
  • at any Poste Italiane office – it is preferable to use a traceable method or one that in any case involves the issue of a receipt; normal or priority mail is not recommended – (the receipt must be kept until receipt of the refund)

The costs of the return are charged to the Customer and vary according to the rates applied by the couriers in charge or by Poste Italiane. It is advisable to insure the shipment against theft and transport damage. If the returned product has not been insured, in the event of damage or loss during transport, Reclamificio S.r.l. reserves the right to charge any damages incurred by withholding them from the amounts to be reimbursed. In order for MaeMae to accept the return request, the following conditions must be met:

  1. the authenticity label, present on all the products sold on our site, must be intact;
  2. the products must be in the same condition as shipped and must be carefully packed;
  3. the goods must not have been used or, in any case, altered in any other way.

WE DO NOT ACCEPT RETURNS OF WASHED OR USED PRODUCTS, WHETHER OR NOT DEFECTIVE. Finally, we remind you that, under Italian law, the right of withdrawal can only be exercised by consumers, that is by people who buy products for purposes not related to their professional activity. Withdrawal is not permitted for customized products. If the customer receives a defective or non-compliant product, Reclamificio S.r.l. undertakes the free replacement of the same in the shortest possible time. Reclamificio S.r.l. reserves the right to request photographic evidence before authorizing returns for defective goods and to bear the shipping costs for the return of the goods to its premises.

When checking the integrity of the product (as per the General Contract Conditions), the full cost of the item (s) will be refunded, excluding shipping costs (quantifiable in the price of € 7.90). In all cases in which the withdrawal is not legitimately and validly exercised by the Customer, Reclamificio S.r.l. will return the product to the Customer, at the risk and expense of the latter. In the event that the returned products are damaged during transport for the return to Reclamificio Srl, the Customer will be informed of the damages detected within the second working day from receipt of the products, in order to allow the Customer to inform the shipper in turn and assert their reasons against the latter and, at the same time, will return to the Customer the products damaged in the course of transport, at the risk and expense of the Customer. If the withdrawal is exercised in accordance with the provisions of current legislation, Reclamificio S.r.l. will reimburse the amounts paid by the Customer with the exception of shipping costs (quantifiable in the price of € 7.90). The refund will be free, as soon as possible and in any case within 15 days from the date on which Reclamificio S.r.l. will receive the goods intact by the Customer.

If the Customer has made the return of an order paid by credit card, the refund is credited to the card itself. The credit on the card will be available based on the times set by the credit institution that issued it. The buyer will receive proof of this on the account statement.

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