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 receiving the products by notifying Pompea within the same period.
Registered Customers can communicate their withdrawal through the Site by accessing the My Orders section of their Profile, selecting the order including the product to be returned and clicking on Request Return.
Unregistered Customers can communicate their withdrawal by contacting customer service through the Contact Us section of the Site or by sending a request to customer@pompea.com using the following form.
If the Customer withdraws from the Contract, he/she must return the products within 14 days from the day on which he/she communicated to the Seller his/her intention to withdraw, following the return instructions indicated on the website on the Withdrawal and Returns page.
All return shipments are at the customer's expense, except for those to be made within Italy, which remain the responsibility of Pompea.
The right of withdrawal cannot be exercised for products that are not suitable for return due to hygiene reasons or related to the protection of the customer's health and that of Pompea employees. For this reason, the return of products intended to come into contact with intimate parts of the person (e.g., panties, bodysuits, swimwear, etc.) will only be possible if the packaging is unopened. Conversely, removal or damage to the packaging will, without exception, result in the exclusion of the right of withdrawal.
Products that, due to the nature of their materials, may become deformed when worn (e.g., socks, fishnet garments, and the like) are also not returnable. These products can only be returned if the packaging is intact and the product has not been worn, even for trying on.
The Customer is responsible for any diminished value of the products resulting from handling other than what is strictly necessary to establish the nature, characteristics, and integrity of the products. Therefore, if the returned products are damaged (for example, showing signs of wear, abrasion, deformation, etc.), missing all their parts and accessories (including intact labels and tags attached to the product), or missing the accompanying instructions/notes, the original packaging and wrapping, and the warranty certificate, if applicable, the Customer is not entitled to a refund.
Subject to verification of the above, Pompea will refund the amount of products returned following the Customer's withdrawal within 14 days. Pompea may withhold the refund until the returned products are received.
Unless otherwise requested by the Customer, Pompea will refund the amount using the same payment method chosen by the Customer during the purchase process.
RETURNS AND REFUNDS
You have up to 14 days from the date of delivery of your online order to change your mind and return the purchased products. The essential condition is that the items are returned in perfect condition and complete with all tags.
For more information, please consult the return policy in Article 8 of the General Terms and Conditions of Sale.
Returned products must be sent to Pompea in a single shipment. Pompea reserves the right to refuse to accept products from the same order returned and shipped at different times.
All return shipments are at the customer's expense, except for those to be made within Italy, which remain the responsibility of Pompea.
Product size exchanges are only possible if the order has not yet been processed. To exchange the size of a purchased product, please contact customer service by filling out the form on the "Contact Us" page of the website or by emailing customer@pompea.com . It is not possible to exchange the size once your order has been received; you must return the item if you do not wish to keep it and place a new order for the correct size.
In Italy
Returns can be made at any of the 12,000 collection points in the Poste Italiane network or by scheduling a convenient home collection with SDA courier.
To request a return, you must be logged in to www.pompea.com and then access your order status by going to the "My Orders and Returns" section of your account. If you are not a registered user, please contact customer service by filling out the form on the "Contact Us" page or by emailing customer@pompea.com .
Within your order details, click the "Return" button and fill out the form indicating the item, quantity, and reason for return.
After completing the return request, you will receive a confirmation email with the return label attached.
Next, you need to prepare the package by applying the label you received to the outside.
The package must be delivered to the Poste Italiane collection point closest to your home, or to the SDA courier, by booking home collection on the website at the following link: https://www.poste.it/prenota-ritiri/index.html or by calling the toll-free number 803.160 from a landline only or the toll-free number 06/45263160 from a landline or mobile (the cost depends on your telephone operator) and providing the operator with the waybill number shown under the largest barcode.
You can check the delivery status of your return by entering the waybill number on the website www.sda.it , in the "Track Shipments" section.
If the courier does not collect your package on the scheduled date, please contact them again to arrange a new collection by calling the toll-free number 803.160 (landlines only) or the premium rate number 06/45263160 (landlines and mobiles only) (the cost depends on your carrier), or by contacting them at the following link: https://www.poste.it/prenota-ritiri/index.html
The refund will be made no later than 14 working days after the products are returned, using the same payment method chosen when placing the order.
In France and Germany
Returns exceeding €15.00 can be made by dropping off the package at a UPS Access Point or by scheduling a convenient home pickup with the same courier.
To request a return, you must be logged in to www.pompea.com and then access your order status by going to the "My Orders and Returns" section of your account. If you are not a registered user, please contact customer service by filling out the form on the "Contact Us" page or by emailing customer@pompea.com .
Within your order details, click the "Return" button and fill out the form indicating the item, quantity, and reason for return.
After completing the return request, you will receive a confirmation email with the return label attached.
Next, you need to prepare the package by applying the label you received to the outside.
The package can be delivered to the UPS Access Point closest to your home, or by booking UPS to collect it from your home by sending an email to customer@pompea.com .
You can check the delivery status of your return by entering the tracking number on the www.ups.com website.
If the courier does not collect the package on the scheduled date, please contact them again to arrange a new collection.
The return shipping cost is €9.45 and is the buyer's responsibility. This amount will be deducted from the value of the returned goods when the refund is issued.
For returns of a value equal to or less than €15.00, the organization and shipping costs will be entirely borne by the customer who will have to send the products directly to the Seller at the address:
POMPEA SPA
Via Cadimarco, 29
46041 Asola (MN) Italy
To request a return, you must be logged in to www.pompea.com and then access your order status by going to the "My Orders and Returns" section of your account. If you are not a registered user, please contact customer service by filling out the form on the "Contact Us" page or by emailing customer@pompea.com .
Within your order details, click the "Return" button and fill out the form indicating the item, quantity, and reason for return.
After completing the return request, you will receive a confirmation email for acceptance.
Next, you need to prepare the package and send it to the address above.
The refund will be made no later than 14 working days after the products are returned, using the same payment method chosen when placing the order.
In Austria, Belgium, Croatia, Denmark, Estonia, Greece, Latvia, Lithuania, Poland, the Netherlands, Portugal, Slovenia, Spain and Sweden
Returns of a value greater than €15.00 It can be done by delivering the package to a UPS Access Point or by scheduling a convenient home collection with the same courier.
To request a return, you must be logged in to www.pompea.com and then access your order status by going to the "My Orders and Returns" section of your account. If you are not a registered user, please contact customer service by filling out the form on the "Contact Us" page of the website or by writing to customer@pompea.com .
Within your order details, click the "Return" button and fill out the form indicating the item, quantity, and reason for return.
After completing the return request, you will receive a confirmation email for acceptance. with the return label attached.
Next, you need to prepare the package by applying the label you received to the outside.
The package can be delivered to the UPS Access Point closest to your home, or by booking a collection by UPS, at your home, by sending an email to customer@pompea.com .
You can check the delivery status of your return by entering the tracking number on the website. www.ups.com.
If the courier does not collect the package on the scheduled date, please contact them again to arrange a new collection.
The return shipping cost is €10.45 and is paid by the buyer. This amount will be deducted from the value of the returned goods when the refund is issued.
For returns of value equal to or less than €15.00 The organization and shipping costs will be entirely borne by the customer who will have to send the products directly to the Seller at the address:
POMPEA SPA
Via Cadimarco, 29
46041 Asola (MN) Italy
To request a return, you must be logged in to www.pompea.com and then access your order status by going to the "My Orders and Returns" section of your account. If you are not a registered user, please contact customer service by filling out the form on the "Contact Us" page of the website or by writing to customer@pompea.com .
Within your order details, click the "Return" button and fill out the form indicating the item, quantity, and reason for return.
After completing the return request, you will receive a confirmation email for acceptance.
Next, you need to prepare the package and send it to the address above.
The refund will be made no later than 14 working days after the products are returned, using the same payment method chosen when placing the order.