Satisfied or refunded
Under Article 52 of the Italian Consumer Code (Codice del Consumo), the Consumer — meaning the natural person who makes the purchase outside their business and/or professional activity — who has placed an order on www.wellstore.it has the right to withdraw from the contract, even without giving a reason, within 14 calendar days of the date the order is delivered.
Right of withdrawal (within 14 days)
Under Article 52 of the Italian Consumer Code (Codice del Consumo), the Consumer — meaning the natural person who makes the purchase outside their business and/or professional activity — who has placed an order on www.wellstore.it has the right to withdraw from the contract, even without giving a reason, within 14 calendar days of the date the order is delivered.
To exercise the right of withdrawal, the Customer must notify us of their intention using one of the options below:
- by sending an email to: servizio.clienti@wellstore.it
- by filling in the following form:
Once we receive the Customer’s request, we will provide instructions for returning the product(s). The return is arranged by the Customer and at the Customer’s expense, and must be sent within 14 calendar days of the notice accepting the request, otherwise the right lapses.
On arrival, the goods covered by the right of withdrawal are inspected carefully, after which the refund is issued to the Customer. It is understood that:
- a) Under Article 57(2), the Consumer is liable for any diminished value of the goods resulting from handling other than what is strictly necessary to establish their nature, characteristics, quality and functioning;
- b) The refund, the amount of which is determined taking the previous point into account, is made using the same payment method used by the Customer.
The cases referred to in point a) above include:
- a missing and/or damaged original package for reasons other than transport;
- missing components of the product (accessories, cables, manuals, consumables, etc.);
- clear and/or obvious and/or unmistakable signs of use or of assembly;
- damage of any kind not attributable to transport.
In these cases the refund amount is determined on the basis of the product’s residual value and may therefore be refused, where essential parts are missing, until those parts are returned.
IMPORTANT – Return shipments charged to the recipient
If you exercise the Right of Withdrawal, return shipping costs are borne by the Customer: the shipping cost will be
Return costs depend on the weight of the shipment:
- up to 5 kg: €7
- from 5 to 10 kg: €10
- from 10 to 20 kg: €18
- from 25 to 50 kg: €25
- from 50 to 100 kg: €60
- from 100 to 200 kg: €85
Wellstore does not accept returns sent with shipping costs charged to us (e.g. “freight collect” or “recipient pays”).
All shipments charged to Wellstore will be refused and the related costs will not be reimbursed.
The only case in which Wellstore covers the return shipping costs is when the return has been agreed in advance with our Customer Service and concerns matters other than the Right of Withdrawal (e.g. an incorrect or faulty product).
In such cases, the shipment is handled exclusively through our contracted courier.
Exclusions from the right of withdrawal: Article 59 establishes that the right of withdrawal does not apply to contracts for the sale of goods that were sealed for reasons of hygiene and health protection and were opened after delivery. This includes, for example, intimate textile products such as underwear, swimwear and other items removed from their sealed packaging.
For Consumers who purchased through a marketplace or another channel, the deadline for exercising the right of withdrawal is the one set by the channel used and in any case not less than the 14 calendar days provided for by law.
