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 communicating this to Pompea within the same period.
The registered Customer can communicate the withdrawal through the Site, by accessing the My Orders section of his/her Profile, selecting the order including the product to be returned and clicking on Request return .
The unregistered Customer can communicate the 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 Italian territory, which remain the responsibility of Pompea.
The right of withdrawal cannot be exercised for products that are not suitable for return for reasons of hygiene or related to the protection of the health of the Customer and Pompea employees. For this reason, the return of products intended to come into contact with intimate parts of the person (e.g. briefs, bodysuits, swimwear, etc.) will be possible only if the relative packaging is found not to have been opened. On the other hand, the removal or damage of the packaging will result in the exclusion from the right of withdrawal without exceptions.
Products that, due to the nature of their materials, take on - if worn - changes to adapt to the person (e.g. socks, mesh garments and similar) are also not returnable. Even for these products, returns are only permitted if the packaging is intact and the product has not been worn, not even for testing.
The Customer is responsible for the decrease in value of the products resulting from handling other than that strictly necessary to establish the nature, characteristics and integrity of the products. Therefore, if the returned products are damaged (for example, with signs of wear, abrasion, deformations, etc.), not complete with all their elements and accessories (including labels and tags unaltered and attached to the product), not accompanied by the enclosed instructions/notes, the original packaging and wrapping and the warranty certificate, where present, the Customer is not entitled to a refund.
Subject to verification of the above, 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 will refund using the same payment method chosen by the Customer during the purchase phase.
RETURNS AND REFUNDS
You have up to 14 days from the delivery of your online order to change your mind and return the products purchased. The essential condition is that the items are returned in perfect condition and complete with all labels.
For further information, please consult the return policy in art. 8 of the general conditions of sale.
Returned products must be sent to Pompea in a single shipment. Pompea reserves the right not 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 Italian territory, which remain the responsibility of Pompea.
Changing the size of a product is only possible if the order has not yet been processed. To change the size of a purchased product, you must contact customer service by filling out the form on the “Contact Us” page of the site or by writing to customer@pompea.com . It is not possible to change the size once you have received your order, but you must 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 through the 12,000 collection points of the Poste Italiane network or by scheduling a convenient home collection with the SDA courier.
To make a return request, you must be logged in to the site www.pompea.com and then 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 "Contact us" page of the site or by writing to customer@pompea.com .
Inside the details of your order, click on the "return" button and fill out the form indicating the item, quantity and reason.
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 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 800.336.622.
You can check the delivery status of your return by entering the waybill number on the website www.sda.it , in the "Shipment Search" section.
If the courier does not collect the package on the expected date, please contact them again to arrange a new collection at 800.336. 622 or on the website 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 return of the products, using the same payment method chosen at the time of the order.
In France and Germany
Returns of a value greater than €15.00 can be made by delivering the package to a UPS Access Point or by scheduling a convenient home collection with the same carrier.
To make a return request, you must be logged in to the site www.pompea.com and then 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 "Contact us" page of the site or by writing to customer@pompea.com .
Inside the details of your order, click on the "return" button and fill out the form indicating the item, quantity and reason.
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 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 your waybill number on the www.ups.com website.
If the courier does not collect the package on the expected date, please contact them again to arrange a new collection.
The cost of return shipping is €9.45 and is paid by the buyer. At the time of reimbursement, this amount will therefore be deducted from the value of the returned goods.
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 make a return request, you must be logged in to the site www.pompea.com and then 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 "Contact us" page of the site or by writing to customer@pompea.com .
Inside the details of your order, click on the "return" button and fill out the form indicating the item, quantity and reason.
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 return of the products, using the same payment method chosen at the time of the order.
In Austria, Belgium, Croatia, Denmark, Greece, Poland, Netherlands, Portugal, Slovenia, Spain and Sweden
Returns of value greater than €15.00 can be done by delivering the package to a UPS Access Point or by scheduling a convenient home collection with the same carrier.
To make a return request, you must be logged in to the website www.pompea.com and then 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 "Contact us" page of the website or by writing to customer@pompea.com .
Inside the details of your order, click on the "return" button and fill out the form indicating the item, quantity and reason.
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 UPS to collect it from your home by sending an email to customer@pompea.com .
You can check the status of your return delivery by entering the waybill number on the website www.ups.com.
If the courier does not collect the package on the expected date, please contact them again to arrange a new collection.
The cost of return shipping is € 10.45 and is paid by the buyer. At the time of reimbursement, this amount will therefore be deducted from the value of the returned goods.
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 have the products delivered directly to the Seller at the address:
POMPEA SPA
Via Cadimarco,29
46041 Asola (MN) Italy
To make a return request, you must be logged in to the website www.pompea.com and then 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 "Contact us" page of the website or by writing to customer@pompea.com .
Inside the details of your order, click on the "return" button and fill out the form indicating the item, quantity and reason.
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 return of the products, using the same payment method chosen at the time of the order.