Refund policy
RETURN AND REFUND POLICY
Managing your return Manage your return yourself from your personal account: login.rupeclothing.it
Exchanges You can request an exchange of an item (for example for a different size) within 30 days of delivery. Request a return from your personal account and, once it has been accepted, reply to the confirmation e-mail with the item or size you would like instead. Shipping costs for the return parcel are paid by the Customer; shipping of the new item is paid by Rupe. For assistance: support@rupeclothing.it.
6) Payment methods
The payment methods are those indicated in the order form. Payment can be made online by credit card, prepaid card, PayPal and by the other methods specified in the Virtual Shop and in the "Cart" section.
All financial information needed for the transaction is transmitted via an encrypted protocol to PayPal, which provides the related remote electronic payment services, without third parties being able to access it. This information will never be used by the seller except to complete the purchase procedures and to issue the related refunds if the Products are returned following the exercise of the right of withdrawal, or where necessary to prevent fraud or report it to the police.
For security reasons, the seller reserves the right to request a copy of an identity document of the credit card holder.
When the Order Confirmation is issued, the amount for the purchased Products will be charged to the Customer. Shipping costs for returning the products are paid by the Customer and will not be refunded.
The seller will issue the purchase receipt (or the invoice, if requested) by e-mail within 48 hours of the Order Confirmation. No changes to the data will be possible after the receipt or invoice has been issued.
7) Delivery
The purchased Products will be delivered to the address indicated by the Customer in the order form. Delivery Costs are paid by the Customer and are shown in the Virtual Shop, in the order form and in the Order Confirmation.
Shipping will only take place after full payment of the order (price of the Products, VAT and any other taxes, and Delivery Costs). Delivery is carried out by specialised carriers, Monday to Friday, excluding public holidays.
- Italy: indicative delivery within 24/72 hours of shipping.
- European Union: indicative delivery within 7 working days of shipping.
- Customised products: indicative production time of 15 working days.
Delivery times are purely indicative. Any change will be communicated promptly by e-mail.
On delivery, the Customer or a trusted person must be present to check that the packaging is intact and that the Products match the Order Confirmation. In case of visible defects or wrong quantities, the Customer must note this on the transport document and contact Customer Care at info@rupeclothing.it within 8 days of delivery. The guarantees provided by Directive 1999/44/EC remain unaffected.
The Products may be held at the carrier for a maximum of 5 calendar days. If they are not collected within this period, the order will be cancelled and the Products returned to the seller. The seller will refund the value of the order, withholding the Delivery Costs and the return costs.
8) Right of withdrawal
8.1 Information on the right of withdrawal
Under Directive 2011/83/EU, the Customer who is a consumer has the right to withdraw from the purchase without penalty and without giving any reason within 30 days from the day on which they acquire physical possession of the last item ordered.
To exercise the right of withdrawal, the Customer must start the return procedure from their personal area: login.rupeclothing.it, filling in the notes in the "Return request" section.
Once the communication has been received, Customer Care will indicate how to return the goods. The Customer must send the Products back within 30 days of the withdrawal communication, to the address indicated: Rupe Lab, Rupe S.r.l., Via Cesare Miola 55, 21047 Saronno (VA), Italy. The Customer is free to choose the carrier. Return shipping costs are paid by the Customer. The original shipping costs are non-refundable.
The goods must be returned intact, in their original packaging, complete in all their parts and with the attached tax documents. The return is the full responsibility of the Customer.
The seller will issue the refund within 30 days of receiving the withdrawal communication, without prejudice to the right to withhold the refund until the Products have been received or proof of their return has been provided.
The consumer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
The right of withdrawal does not apply to:
- Products made to measure or clearly personalised
- Products which by their nature cannot be returned or are liable to deteriorate rapidly
- Products which are not suitable for return for reasons of hygiene or health protection and have been unsealed after delivery
- Products which, after delivery, have been inseparably mixed with other goods
8.2 Standard withdrawal form
A Customer who wishes to withdraw is asked to use the Return request procedure from their personal area: login.rupeclothing.it
Alternatively, the Customer can send the following statement to support@rupeclothing.it:
"I hereby give notice that I withdraw from my contract for the purchase of the following goods – ordered on [date] / received on [date] – Name: [buyer's name] – Address: [address] – Date: [date] – Reason for withdrawal: [reason]."
8.3 Exclusion of the right of withdrawal for events and retreats
For the purchase of tickets for sports workshops or retreats, as these are leisure services linked to a specific date, under art. 59, paragraph 1, letter n) of the Italian Consumer Code (Codice del Consumo), the right of withdrawal does not apply.
However, the ticket can be transferred to another person from your customer area.
