Returns and Refunds
Customers will have Rallo Store by Rallo Pasquale as their sole point of contact for any complaint or issue relating to both the ordering and after-sales stages. The company has all the tools to handle issues via its Call Center and through messaging systems active 24/7 to analyze problems and seek a solution to the individual customer's issues. Any refunds are issued by Rallo Store by Rallo Pasquale through the payment system used to make the purchase. The Refund will be issued within no more than 10 business days.
The user who qualifies as a consumer has the right to withdraw from the purchase agreement for the Product, without having to provide any reason and without having to bear any costs other than those provided for, within a period of fourteen calendar days. The withdrawal period ("Withdrawal Period") expires after 14 days: a) in the case of an order relating to a single Product, from the day on which the user or a third party, other than the carrier and designated by the user, acquires physical possession of the Products; b) in the case of a Multiple Order with separate deliveries, from the day on which the user or a third party, other than the carrier and designated by the user, acquires physical possession of the last Product. To exercise the right of withdrawal, the user must inform Rallo Store by Rallo Pasquale before the expiry of the Withdrawal Period of their decision to withdraw. To this end, the user may:
- submit any other explicit declaration of their decision to withdraw from the contract, indicating the order number, the Product/Products for which they intend to exercise the right of withdrawal and their address ("Withdrawal Declaration").
If the user opts for the Withdrawal Declaration, it is in the user's interest to use a durable support for it, since the burden of proof relating to the exercise of the right of withdrawal before the expiry of the Withdrawal Period rests with the user themselves.
Refunds
The refund includes the initial shipping costs and is issued in full within 14 days of the return. If the products are not returned on time, in their original packaging and in such condition as to show no damage, the refund may be partial at the sole and final discretion of the company. Following the exercise of the right of withdrawal, the user must return the Products to Rallo Store by Rallo Pasquale, without undue delay and in any case within no more than 14 calendar days from the date on which they communicated to Rallo Store by Rallo Pasquale their decision to withdraw. The Product is considered returned when it is delivered, within the aforementioned period, to the courier indicated by Rallo Store by Rallo Pasquale or, as the case may be, to the courier chosen by the user. For the return, the user must follow the procedure below, as well as the instructions made available to the user both on the Website before the conclusion of the contract and attached to the order confirmation email.
Return costs
The user who returns the Product from the same country in which the Product was delivered to them or from a country other than the one indicated in the order confirmation email where the delivery took place, must return it, properly protected and packaged and at their own responsibility, using a carrier of their choice and at their own expense, including any customs costs, and shipping it to the address on the package previously received.
