Refund policy
Right of Withdrawal
1. Right of Withdrawal from the Purchase of Products and its Effects
1.1. Pursuant to Articles 52 et seq. of the Consumer Code, the Customer has the right to withdraw from the Purchase Contract, without stating the reasons and without penalties, within 14 calendar days, starting from the day on which the Customer or a third party, other than the carrier and designated by the Customer, physically acquires possession of the Products.
1.2. In the case of a multiple order with separate deliveries, the 14-day period starts from the day the Customer or a third party designated by them, other than the carrier, physically acquires possession of the last good.
1.3. To exercise the right of withdrawal, and before the expiry of the same, the Customer must inform Mandal of their decision to withdraw from the Purchase Contract by sending a clear statement to the email address info@pherve.com. Items sent back to Mandal, owner of the registered trademark 'pherve.', without first requesting a return will not be accepted.
For this purpose, the Customer has the option to utilise, without any obligation, the standard withdrawal form provided herewith at the conclusion of this document.
1.4. The Customer is required to return the Products by registered mail without undue delay and in any case within 14 calendar days from the day they communicated their withdrawal from the Purchase Contract, using a carrier of their choice. In accordance with the provisions of art.57, paragraph 1 of the Italian Consumer Code, the return costs will be borne by the Customer. The Customer must also take all possible precautions in shipping, using the original packaging of the Products and any additional containers that preserve the integrity of the Products in the original packaging and adequately protect them during transport.
1.5. In the event of withdrawal from the Purchase Contract, the Customer will be reimbursed for the amount paid to Mandal for the purchase of the Products returned and included in the same Purchase Contract, excluding any other charges incurred by the Customer and related to the shipment (customs duties, etc.).
1.6. Mandal will reimburse the Customer without undue delay, within fourteen (14) days from the receipt of the withdrawal communication from the Customer, and in any case not later than fourteen (14) days from the day Mandal physically receives the returned Products. Refunds will be made using the same payment method used by the Customer for the initial transaction unless expressly agreed otherwise. Mandal may withhold the refund until receiving the goods or until the Customer has provided evidence of having returned them in accordance with the herein following Article 1.7.
1.7. In accordance with Article 59, paragraph 1, letter e) of the Consumer Code (Legislative Decree 6 September 2005, n. 206 and subsequent amendments), the Customer cannot in any case exercise the right of withdrawal if the sealed Products, for reasons of hygiene or health protection, have been opened or tampered with or used after delivery. The Customer is also required to return the Products in their original, intact, and undamaged packaging, complete with every element or accessory (including labels, tags, manuals, instructions, etc.) present at the time of delivery. The right of withdrawal will not apply to Products offered on pherve.com website but purchased by the Customer from a retailer. In this case, the Customer must contact the retailer from whom they physically purchased the products.
1.8. If withdrawal has not been exercised in accordance with the applicable regulations, it will not result in the resolution of the contract and, consequently, will not entitle to any refund. Mandal will notify the Customer within fourteen (14) working days of receiving the Product, rejecting the withdrawal request. The Product will remain at Mandal's disposal for the Customer to collect, which must be done at the expense and under the responsibility of the Customer.
2. Right of Withdrawal from the Purchase of a Virtual Gift Card
2.1. The Customer has the right to withdraw from the Purchase Contract of a Virtual Gift Card, without any penalty, within 14 days from the purchase of the same, i.e., from the date of receipt of the activation email of the Virtual Gift Card.
2.2. The right of withdrawal under this paragraph is expressly excluded, and it cannot be exercised with reference to a Virtual Gift Card that has been partially or fully used.
2.3. To exercise the right of withdrawal, if the aforementioned period has not elapsed and the Virtual Gift Card has not been used, the Customer must inform Mandal of their decision to withdraw from the Purchase Contract by writing to the email address info@pherve.com. For this purpose, the Customer has the option to utilise, without any obligation, the standard withdrawal form provided herewith at the conclusion of this document.
2.4. Following receipt of the communication from Mandal, the Customer will receive an email confirming the withdrawal and deactivation of the Virtual Gift Card, containing: (i) the order number from which the withdrawal is made; (ii) the code of the Virtual Gift Card subject to withdrawal and deactivation - with the last characters obscured in the case of the purchase of a Virtual Gift Card given to a third party; (iii) the expiration date and the value of the Virtual Gift Card.
2.5. In the case of withdrawal exercised concerning a Virtual Gift Card purchased as a gift for a third party, the latter will receive an email informing them of the deactivation of the Virtual Gift Card as a result of the exercised right of withdrawal by the Customer.
2.6. The Customer will be reimbursed for the payment made for the purchase of the Virtual Gift Card without undue delay and, in any case, no later than fourteen (14) days from the communication of the intention to exercise the right of withdrawal. This refund will be made using the same payment method used by the Customer for the purchase of the Virtual Gift Card, unless the Customer requests a refund through a different payment method. In the latter case, any additional costs resulting from the refund through the said different payment method will be borne by the Customer.
3. Damages and issues
Please inspect your order upon reception and contact us immediately at info@pherve.com if the item is defective, damaged or if you receive the wrong item.
WITHDRAWAL FORM TEMPLATE
(fill in and return in case you wish to withdraw from the contract)
ORDER NUMBER: ___________________________________________________
RECEIVED ON: ______________________________________________________
SHIPPED TO:________________________________________________________
I, ___________________________________________________, hereby send you notice of withdrawal from the Contract of Sale of the following products:
☐ all the products included in the order
☐ the following products (if you wish to return only specific products of the order)
1. __________________________________________________________________
2. __________________________________________________________________
3. __________________________________________________________________
4. __________________________________________________________________
5. __________________________________________________________________
I commit myself to send back the products unopened, sealed and unused in their original and undamaged package, complete with every element or accessory (including labels, tags, manuals, instructions, etc.) present at the time of delivery, at my own expense, without undue delay and in any case not later than 14 days from now.
Concomitantly, I hereby ask for reimbursement of the sum paid exclusively for the products subject to return and included in the same Purchase Contract, with the exclusion of any additional fees borne by me in connection with the shipment and/or delivery (including but not limited to customs duties, etc.).
I acknowledge and agree that reimbursement will be executed through the identical payment method employed by me in the primary transaction, within a period of fourteen (14) days commencing from the reception of this withdrawal notification, and, in any case not exceeding 14 days from the reception of the returned products.
____________________________ _____________________________
PLACE AND DATE SIGNATURE
SEND THE RETURN REQUEST FORM BY E-MAIL TO: info@pherve.com
AFTER YOUR RETURN REQUEST HAS BEEN APPROVED, PRODUCTS MUST BE SENT BACK VIA REGISTERED MAIL TO THE ADDRESS PROVIDED IN THE RETURN ACCEPTANCE EMAIL.