Returns and Refunds
For any complaints or issues related to both the ordering phase and the after-sales phase, customers will have GESTLUX S.R.L.S. as their sole point of contact. GESTLUX S.R.L.S. is equipped with all the necessary tools to handle issues via Call Center and messaging systems active 24/7, analyzing problems and seeking solutions for individual customers. Any refunds are processed by GESTLUX S.R.L.S. through the payment system used for the purchase. The refund will be issued no later than 10 working days.
Users acting as consumers have the right to withdraw from the product purchase contract, without providing any reason and without incurring costs other than those stipulated, within a period of fourteen calendar days. The withdrawal period ("Withdrawal Period") expires after 14 days:
a) in the case of an order relating to a single Product, from the day on which the user or a third party, other than the carrier and designated by the user, acquires physical possession of the Products;
b) in the case of a Multiple Order with separate deliveries, from the day on which the user or a third party, other than the carrier and designated by the user, acquires physical possession of the last Product.
To exercise the right of withdrawal, the user must inform GESTLUX S.R.L.S. of their decision to withdraw before the expiry of the Withdrawal Period. To this end, the user can:
- submit any other explicit statement of their decision to withdraw from the contract, indicating the order number, the Product(s) for which they intend to exercise the right of withdrawal, and their address ("Declaration of Withdrawal").
Should the user choose the Declaration of Withdrawal, it is in the user's interest to use a durable medium for it, as the burden of proof relating to the exercise of the right of withdrawal before the expiry of the Withdrawal Period rests with the user.
Refunds
The refund includes initial shipping costs and is processed in full within 14 days of return. If the products are not returned within the correct timeframe, in their original packaging, and without any damage, the refund may be partial at the sole and unquestionable discretion of the company. Following the exercise of the right of withdrawal, the user must return the Products to GESTLUX S.R.L.S., without undue delay and in any case no later than 14 calendar days from the date on which they notified GESTLUX S.R.L.S. of their decision to withdraw. The Product is considered returned when it is delivered, within the aforementioned period, to the courier indicated by GESTLUX S.R.L.S., or, as the case may be, to the courier chosen by the user. For returns, the user must follow the procedure below, as well as the instructions made available to the user both on the Website, before the conclusion of the contract, and attached to the order confirmation email.
Return shipping costs
The user who returns the Product from the same country where the Product was delivered to them or from a country other than that indicated in the order confirmation email where the delivery took place, must return it, suitably protected and packaged and under their own responsibility, using a carrier of their choice and at their own expense, including any customs costs, and shipping it to the address on the previously received package.