Returns
1. Right of Withdrawal – Information
1.1. Pursuant to Article 59 of Legislative Decree 206/2005, as amended by Legislative Decree 21/2014, the right of withdrawal is excluded, among other situations, in the case of orders for Products that are custom-made or clearly personalized. Furthermore, the right of withdrawal cannot be exercised for products that the consumer has expressly requested the seller to order from the supplier on their behalf and that are not otherwise available on the e-commerce site.
1.2. Regarding the exclusion of withdrawal mentioned above, the Consumer is specifically informed and agrees that the right of withdrawal may be excluded in the case of Products made to measure for the Consumer or expressly ordered for them from the manufacturer.
1.3. Subject to the cases indicated in the previous paragraphs 1.1 and 1.2, the Consumer is guaranteed the right to withdraw from any contract concluded in accordance with these general sales conditions, without incurring any penalties, within 14 (fourteen) days from the delivery of the Product, or, in the case of multiple Products delivered separately under a single order, within 14 (fourteen) days from the delivery of the last Product.
1.4. To exercise the right of withdrawal (return), the Consumer must inform Ottica Galli S.r.l. within 14 days of receiving the products. This communication must be sent via the E-commerce Customer Service, using the email address with which the order was completed, to info@otticagalli1952.it or via WhatsApp at +393404635069 using the phone number provided in the order. The communication must specify the intention to withdraw from the purchase and indicate the product(s) for which the right of withdrawal is being exercised.
1.5. Following the provisions of the previous point 1.4, the Consumer will receive an email or message confirming whether the withdrawal request is accepted or not (based on the days elapsed since the receipt of the goods), containing instructions for returning the product, which will be: at the Seller’s expense if the order is valued at 80€ or more and the delivery and pickup are in Italy; at the Consumer’s expense if the order is valued at less than 80€ or if it involves purchases with delivery and pickup both in Italy and abroad.
Each customer is entitled to one free return per year, considering a calendar year. Beyond this limit, the consumer will be responsible for shipping costs, even if the order amount exceeds 80€.
1.6. If the Consumer has received the Product, they must return it to Ottica Galli S.r.l. without undue delay and, in any case, within 14 days from the date of communication of the withdrawal. The deadline is considered met if the Products are shipped within the 14-day period. The direct risks and costs of returning the Products will be borne by the Consumer.
1.7. In case of exercising the right of withdrawal according to the law, the Consumer will be entitled to a refund of the price, including delivery costs (except for additional costs resulting from choosing a type of delivery other than the least expensive standard delivery offered), without undue delay and in any case within 14 days from the receipt of the withdrawal communication from the Consumer. The refund will be made using the same payment method used by the Consumer for the initial transaction unless the Consumer expressly requests a different payment method, in which case any additional costs will be borne by the Consumer. The Seller reserves the right to withhold the refund until the Products are received or until the Consumer proves that they have been shipped, whichever comes first. The costs of returning the Products will remain entirely at the Consumer’s expense.
1.8. The Consumer is required to take care of the returned Products to avoid a reduction in their value resulting from handling other than that necessary to establish the nature, characteristics, and functioning of the Products. Therefore, if the returned Products are damaged (e.g., with signs of wear, abrasions, scratches, dents, etc.), incomplete with all their elements and accessories (including unaltered labels and tags attached to the Product), lacking attached instructions/notes/manuals, original packaging and wrapping, and warranty certificate, if present, the Consumer will be responsible for the decrease in the value of the Product and will be entitled to a refund only for the residual value of the Product. For this reason, the Consumer is advised not to handle the Products beyond what is necessary to determine their nature, characteristics, and functioning, and to cover the original packaging of the Products with additional protective wrapping to maintain their integrity and protect them during transport, also from writing or labels.
1.9. For orders of less than 80€, after informing the seller and receiving the necessary information, the Consumer may return the product using their preferred courier, bearing the costs themselves. The direct risks and costs of shipping will be borne by the Consumer.
1.10. If the order value exceeds 80€ and includes delivery and pickup in Italy, the Consumer is entitled to free returns. In this context, the Seller will inform the Consumer of the expected pickup times, and the Consumer will be required to provide an address and a working day when the courier can pick up the package. The shipping costs for returning the product will be exclusively borne by the Seller, following the instructions provided by the Seller. It is important to note that no refund will be granted if a shipping service other than that indicated by the Seller is chosen. Each customer is entitled to two free returns per year, considered as a calendar year. Beyond this limit, the consumer will be responsible for shipping costs, even if the order amount exceeds 80€.
1.11. A Consumer who wishes to return a Product must return it to Ottica Galli S.r.l. without undue delay and in any case, within 14 days from the date of receipt of the same. The deadline is met if the Products are shipped before the end of the 14-day period.
1.12. In case of exercising the right of withdrawal in accordance with current regulations, the Consumer will be entitled to a refund of the price, including delivery costs, except for additional costs resulting from choosing a type of delivery other than the least expensive one offered as standard delivery. Ottica Galli S.r.l. will aim to accept the return within 7 working days from the date of receipt of the product. The refund will be made using the same payment method used for the initial transaction, unless the Consumer expressly requests a different refund method, in which case any additional costs will be borne by the Consumer. Once the return is accepted and the procedure initiated through the chosen channel, the times for crediting the amount will depend on the payment method chosen by the Consumer at the time of purchase and the bank’s policy. The Seller declines any responsibility for possible delays. The Seller reserves the right to withhold the refund until the returned Products are received. The costs of returning the Products will be entirely borne by the Consumer if the order amount is less than 80€, while they will be borne by the Seller if the amount is equal to or greater than 80€, as already specified in point 1.5.
1.13. The Consumer is required to compensate for the reduction in the value of the Products caused by handling other than that necessary to check the nature, characteristics, and functioning of the Products. Consequently, if the returned Products are damaged (e.g., with signs of wear, abrasions, scratches, dents, etc.), incomplete with elements and accessories (including unaltered labels and tags attached to the Product), lacking instructions/notes/manuals, original packaging, and warranty certificate (if present), the Consumer will be held responsible for the reduction in the value of the Product and will be entitled only to a refund of the residual amount of the Product. For this reason, the Consumer is advised to handle the Products only as necessary to verify their nature, characteristics, and functioning, and to cover the original packaging with protective wrapping to maintain its integrity during transport, avoiding additional writing or labels. Returns of products without labels will not be accepted. In such cases, the Product will be returned to the Consumer, and no refund will be issued.
