Refund policy

Information on right of withdrawal and returns

Right of withdrawal

The buyer has the right to withdraw from the purchase contract, without any penalty and without specifying the reason, within 14 days of receiving the goods (pursuant to art. 52 of the Consumer Code). To benefit from the right of withdrawal on a purchased product, it is necessary to contact Customer Service specifying the necessary details (order code, products to be returned, etc.), through the address reclami@tommychairs.eu in order to organize the return of the goods. In order to fully refund the value of the order, it will be necessary to receive the returned goods in the original packaging and completely intact in all its parts.

Returns

1. The buyer has the right to open a Return case in the event that the product is non-compliant, defective or damaged within 14 days from the date of receipt of the purchased product.
2. For requests received after the indicated period, STOCK LINE will verify the existence of the necessary conditions to open a return procedure and reserves the right to evaluate and agree with the customer the best solution. In this case, the costs for returning the goods may be totally or partially borne by the end customer.
3. To open a return or complaint procedure for a damaged or non-compliant product, it is necessary to contact Customer Service specifying the necessary details (order code, products being reported, contact information, etc.), through the address reclami@tommychairs.eu.
4. Following the return request, Customer Service will inform the customer whether it will be necessary to return the purchased product, in which case the customer must deliver the products using the express courier service that will be made available by STOCK LINE at its own expense (or at the customer's expense, as indicated in point 2).
5. To make a return, the customer must be available, on a weekday, to receive the courier at the address indicated at the time of purchase or at an alternative address previously communicated.
6. Returned products must travel only and exclusively in their original packaging, otherwise the refund or replacement cannot be guaranteed. In the event that the customer does not have the original packaging, please contact customer service at the email reclami@tommychairs.eu

 

How to behave upon delivery

-Upon receipt of the goods, make sure that the packaging is completely intact and without holes caused by transport. In the event of anomalies, it is advisable to sign the goods receipt document that will be presented by the courier by inserting the wording "ACCEPTED WITH RESERVATION", so it will be easier to obtain refunds or replacements of the product for damage due to transport. If this occurs, it is necessary to promptly notify us by email at reclami@tommychairs.eu to proceed quickly with a refund or a new shipment of the non-compliant goods.

-If the goods received are damaged or incomplete, Customer Service will ask you to photograph the package received inside and outside or the defect found in the product, in order to verify the type of problem and resolve it as soon as possible with a replacement or refund.