Return and Refund Policy
We want you to be completely satisfied with your purchase from our eCommerce website. If you are not satisfied with your purchase, please let us know within 14 days of receiving your order and we will do our best to resolve the issue.
Returns - Right of withdrawal
If you decide to return a product, we will provide a full refund for the purchase price of the product, excluding shipping costs. We will process your refund within 14 days of receiving the returned product.
To be eligible for a refund, the product must be in its original condition and packaging, and you must provide proof of purchase. Refunds will be issued to the original payment method used for the purchase.
Return shipping costs will be the responsibility of the customer, except in cases where the product is defective or the wrong product was shipped. In such cases, we will cover the cost of return shipping.
Returns - Damaged, defective or wrong item
If you have received a damaged, defective or wrong product, we ask you to report any defects and non-conformities of the products within and no later than 2 (two) months after receiving your purchase.
We ask you to contact our customer service through firstname.lastname@example.org, clearly indicating the defect and preferably supported by pictures and including the order confirmation.
Once receiving the information and supported material, Serralunga will assess the request and provide you assistance in the solution. We will either provide you a (partial) refund or ship you a replacement for the faulty product.
In the case of a damaged, defective or wrong item, Serralunga will cover the costs of the return shipping.
At this time, we do not offer exchanges. If you would like to exchange a product, please initiate a return and place a new order for the product you would like.
If you would like to cancel an order, please contact us at email@example.com as soon as possible. If your order has not yet been shipped, we will cancel your order and provide a full refund. If your order has already been shipped, you will need to initiate a return once you receive the product.
If you have any questions or concerns about our refunds and return policy, please contact us at firstname.lastname@example.org. We are always here to help!