RIGHT OF WITHDRAWAL
The Customer has the right to withdraw from the purchase, without any penalty and without specifying the reason, within 30 days from receipt of the products by notifying Pompea within the same period.
Registered Customers may communicate their withdrawal through the Website by accessing the “Make a return” section of their Profile, selecting the order containing the product to be returned and clicking on “Request return”.
If the Customer withdraws from the Contract, they must return the products within 14 days from the day on which they notified the Seller of their intention to withdraw, following the return instructions indicated on the website on the “Withdrawal and Returns” page.
All return shipping costs are borne by the Customer, except for returns within Italy, which are borne by Pompea.
The right of withdrawal cannot be exercised for products that are not suitable for return for hygiene reasons or related to the protection of the health of the Customer and Pompea employees. For this reason, products intended to come into contact with intimate parts of the body (e.g. briefs, bodysuits, swimwear, etc.) can only be returned if their packaging has not been opened. Conversely, removal or damage to the packaging will result, without exception, in exclusion from the right of withdrawal.
Products that, due to the nature of their materials, adapt to the body when worn (e.g. socks, mesh garments and similar) are also not returnable. For these products as well, returns are only allowed if the packaging is intact and the product has not been worn, even for fitting.
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 (e.g. showing signs of wear, abrasion, deformation, etc.), incomplete with all their elements and accessories (including intact labels and tags attached to the product), not accompanied by instructions/notes, original packaging and wrapping, and the warranty certificate where applicable, the Customer is not entitled to a refund.
Subject to verification of the above, Pompea will refund the amount of the returned products within 14 days following the Customer’s withdrawal. Pompea may withhold the refund until the returned products are received.
Unless otherwise requested by the Customer, Pompea will issue the refund using the same payment method chosen by the Customer at the time of purchase.
RETURNS AND REFUNDS
Customers have up to 30 days from delivery of the online order to change their mind and return the purchased products. A fundamental condition is that the items are returned in perfect condition and complete with all tags.
For more information, please refer to 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 not to accept products from the same order returned and shipped at different times.
All return shipping costs are borne by the Customer, except for returns within Italy, which are borne by Pompea.
Size exchanges are only possible if the order has not yet been processed. To request a size change for a purchased product, Customers must contact customer service by filling out the form on the “Contact us” page of the website or by writing to customer@pompea.com. It is not possible to change the size once the order has been received; in this case, Customers must proceed with a return if they do not wish to keep the item and place a new order for the correct size.
In Italy
Returns can be made via the 12,000 collection points of the Poste Italiane network or by scheduling a convenient home pickup with the SDA courier.
To request a return, Customers must log in to www.pompea.com and access the “Make a return” section of their account. Within the order details, click on “Request return” and fill in the form indicating item, quantity and reason.
After submitting the return request, a confirmation email will be sent with the return label attached.
The package must then be prepared by applying the received label to the outside.
The package must be delivered to the nearest Poste Italiane collection point or handed over to the SDA courier by booking a home pickup via the website or by phone, providing the waybill number found below the largest barcode.
The status of the return shipment can be tracked by entering the waybill number on the www.sda.it website under “Track shipment”.
If the courier does not collect the package on the scheduled date, please contact them again to arrange a new pickup.
The refund will be processed within 14 working days from the return of the products, using the same payment method selected at the time of the order.
In Austria, Belgium, Croatia, Denmark, Estonia, France, Germany, Greece, Latvia, Lithuania, Luxembourg, Poland, Netherlands, Portugal, Slovenia, Spain and Sweden
Returns with a value exceeding €15.00 can be made by delivering the package to a UPS Access Point or by scheduling a home pickup with the same carrier.
To request a return, Customers must log in to www.pompea.com and access the “Make a return” section of their account. Within the order details, click on “Request return” and fill in the form indicating item, quantity and reason.
After submitting the return request, a confirmation email will be sent with the return label attached.
The package must then be prepared by applying the received label to the outside.
The package can be delivered to the nearest UPS Access Point.
The status of the return shipment can be tracked by entering the waybill number on www.ups.com.
If the courier does not collect the package on the scheduled date, please contact them again to arrange a new pickup.
The return shipping cost is €10 and is borne by the Customer. This amount will be deducted from the refund.
For returns with a value equal to or less than €15.00, shipping arrangements and costs are entirely borne by the Customer, who must send the products directly to the Seller at the following address:
POMPEA SPA
Via Cadimarco, 29
46041 Asola (MN)
Italy
To request a return, Customers must log in to www.pompea.com and access the “Make a return” section of their account. Within the order details, click on “Request return” and fill in the form indicating item, quantity and reason.
After submitting the return request, a confirmation email will be sent.
The package must then be prepared and shipped to the address indicated above.
The refund will be processed within 14 working days from the return of the products, using the same payment method selected at the time of the order.
