Right of withdrawal and returns

RIGHT OF WITHDRAWAL


The Customer has the right to withdraw from the purchase, without any penalty and without specifying the reason, within 14 days of receipt of the Products by communicating it to Pompea within the same term.


The registered Customer can communicate the withdrawal through the Website, by accessing the My Orders section of their Profile, selecting the order including the Product to be returned, and clicking on Return request.


The unregistered customer can communicate the withdrawal by contacting the customer service from the Contact Us section of the Website or by sending a request to customer@pompea.com using the following form.


If the Customer withdraws from the Contract, they must return the Products within 14 days from the day on which they communicated his/her intention to withdraw, following the return instructions indicated on the Website on the Withdrawal and Returns page.


Return shipments are paid for by the Customer, except for shipments sent within Italy, which are paid for by Pompea.


The right of withdrawal cannot be exercised for Products that can’t be returned for hygienic reasons or are related to the protection of the health of the Customer and Pompea employees. For this reason, the return of Products that come into contact with the person’s private parts (e.g. briefs, bodysuits, swimwear, etc.) will only be possible if the packaging has not been opened. On the other hand, the removal or damage of the package will prevent the Customer from exercising their right of withdrawal.


Products which, due to the nature of the materials, change shape if they are worn (e.g. socks, fishnet hosiery and the like) are also not returnable; these products may also only be returned if their packaging is intact and the Product has not been worn, even for trying them on.


The Customer is responsible for the decrease in product value, resulting from handling other than that strictly necessary to establish the nature, characteristics and integrity of the Products. Therefore, the Customer won’t be entitled to a refund if the returned Products are damaged (for example, with signs of wear, abrasion, deformations, etc.), are not complete with all their elements and accessories (including labels and tags unaltered and attached to the product), are not accompanied with the attached instructions/notes, are not contained in their original packaging and don’t have their guarantee certificate, where present.


Without prejudice to the above verifications, Pompea will refund the amount of the Products returned following the Customer's withdrawal within 14 days. Pompea may suspend the refund until the returned Products are received.


Unless otherwise requested by the Customer, Pompea reimburses the Customer by using the same payment method chosen by the Customer for the purchase.



RETURNS AND REFUNDS


You have up to 14 days from the delivery of the online order to change your mind and return the purchased products. A fundamental condition is that the items are returned in perfect condition and complete with all labels. For more information, you can consult the return policy in art. 8 of the General Sales Conditions. Returned products must be sent to Pompea in a single shipment. Pompea reserves the right not to accept products from the same order that are returned and shipped at different times.


Return shipments are paid for by the Customer, except for shipments sent within Italy, which are paid for by Pompea.


The size change of a product is possible only if the order has not yet been shipped. To change the size of a purchased product, it is necessary to contact Customer Service by filling out the form on the website’s "Contact us" page or by writing to customer@pompea.com. It is not possible to change the size once your order has been received, but you have to proceed with the return if you do not wish to keep the item and place a new order for the correct size.


In Italy

 The return can be made at any one of the 12,000 Poste Italiane locations or by scheduling a collection at your home with the SDA courier. To make the return request, you must log in at www.pompea.com and access the order status by entering the "my orders and returns" section of your account. If you are not a registered user, you must contact customer service by filling out the form on the website’s "Contact Us" page or by writing to customer@pompea.com.


Within the details of your order, there is the "return" button and you will only need to fill in the form by selecting the item, quantity and reason. After completing the return request, you will receive an acceptance confirmation email.


Subsequently it is necessary to prepare the package by applying the label received to the outside.

The package must be taken to the Poste Italiane collection point closest to your home, or to the SDA courier, by contacting the number 803.160 to schedule a collection at your home.


It will be possible to check the status of the return delivery by going to the website www.sda.it and entering the consignment note number in the "Tracking shipments" section.


If the courier does not collect the package on the scheduled date, please call 800.160 again and schedule a new collection time with them.


The refund will be made no later than 14 working days from the return of the products, using the same payment method chosen when you placed the order.



In Austria, Belgium, Croatia, Denmark, France, Germany, Greece, Netherlands, Portugal, Slovenia, Spain and Sweden.



A return with a value higher than € 15,00 can be made by taking the package to any UPS Access Point or by scheduling a collection at your home with the same courier. To make the return request, you must log in at www.pompea.com and access the order status by entering the "my orders and returns" section of your account. If you are not a registered user, you must contact customer service by filling out the form on the website’s "Contact Us" page or by writing to customer@pompea.com. Within the details of your order, there is the "return" button and you will only need to fill in the form by selecting the item, quantity and reason. After completing the return request, you will receive an acceptance confirmation email. Subsequently, it will be necessary to prepare the package by inserting a copy of the purchase receipt inside the package and affixing the label you have received on the package.

The package must either be taken to the UPS Access Point closest to your home or a collection at your home can be scheduled by sending an email to customer@pompea.com. It will be possible to check the status of the return delivery by going to the website www.ups.com.  If the courier does not collect the package on the scheduled date, please call them again and schedule a new collection time with them.



For returns of € 15,00 or less, the organization and shipping costs will be fully charged to the customer who will have to deliver the products directly to the Seller at the address:


POMPEA SPA


Via Cadimarco, 29


46041 Asola (MN) Italy


To make the return request, you must log in at www.pompea.com and access the order status by entering the "my orders and returns" section of your account. If you are not a registered user, you must contact customer service by filling out the form on the website’s "Contact Us" page or by writing to customer@pompea.com.


Within the details of your order, there is the "return" button and you will only need to fill in the form by selecting the item, quantity and reason. After completing the return request, you will receive an acceptance confirmation email.


Subsequently it is necessary to prepare the package by applying the label received to the outside.



The refund will be made no later than 14 working days from the return of the products, using the same payment method chosen when you placed the order.