The consumer's right of withdrawal, meaning the possibility for the store to accept a return from the customer, does not exist in Italy. The size is wrong, the item is no longer liked, the buyer has changed their mind: these are all circumstances that do not justify a return. But this doesn't mean you have to waste money on bad purchases, and there are two elements to consider. First, the kindness of the retailer, especially if you are a regular customer, can accommodate the consumer by accepting the return, for which they are under no obligation. Perhaps by offering not a refund, but the purchase of another item of equivalent value.
Then there are specific situations in which the retailer is required to accept the return, and in particular when:
- the product is defective
- is not compliant as promised (for example, the characteristics and related quality are different from what is written on the labels)
- one is missing legal guarantee or it's broken before its time
- At the time of purchase, the retailer promised to exchange the product in the event of a quick change of mind (within one or two days).
In all these cases the shop must offer repair, replacement or refund, according to the consumer's choice.
However, the situation is different for online purchases.
In this case the virtual store must accept the return within 14 days from receipt of the product (in practice: from the moment the buyer received it).
- If you exercise your right of withdrawal, the seller must accept and refund the customer.
- The refund must take place within 14 days from the day on which you communicate that you have accepted the return.
- If there are defects or the product does not comply with the specifications, the warranty is valid for 2 years.
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