In short
- 30 days from delivery to withdraw, without giving reasons: the 14 provided by law, plus 16 from us.
- Refund within 14 days of your statement, including the delivery costs you paid.
- Return shipping is at your expense, unless the product is defective or different from the one ordered.
- Except for defects, you cannot return the heart closure with a personalized engraving; you can return the rest of the order.
- For defects you have the two-year legal guarantee, with no shipping costs.
How to withdraw
The easiest way is the Withdraw from the contract form at the bottom of this page: all you need is the order number and the email used for the purchase. As soon as you send it, you receive an email with the content, date and time of your statement. You will find the same function at the bottom of every page of the Site and, if you have an account, in the list of your orders.
Alternatively, you can send us an explicit statement of your decision to withdraw:
- by email to customercare@felings.com;
- by registered letter with return receipt to RS Casting S.r.l., Via dell’Industria 14/A, 35040 Boara Pisani (PD), Italy.
You can use the model form below, but it is not mandatory. The 30-day deadline is met if you send your communication before it expires.
How to send the products back
After your statement we write to you with the instructions. You have 14 days to ship the products, usually to RS Casting S.r.l., Via dell’Industria 14/A, 35040 Boara Pisani (PD), Italy. Pack them carefully, in the original box if possible, and choose a tracked shipment: it lets you prove you sent them.
Return shipping is at your expense. If the product is defective, damaged or different from the one you ordered, we pay for it: write to us before shipping and we will give you the instructions.
The refund
We refund you within 14 days of the day we receive your statement of withdrawal: the price of the products you return and the delivery costs you paid. We use the same payment method as the order, at no cost to you. We may wait until we receive the products, or proof that you have sent them, before refunding you.
You are liable only for any loss of value caused by use beyond what is needed to check the product, as you would in a shop.
What cannot be returned
The heart closure with the personalized engraving you requested in the “Your engraving” field is made just for you: by law it is not covered by the right of withdrawal (art. 59, paragraph 1, letter c, of the Italian Consumer Code). The other products in the same order, including the star, can be returned as usual. If, however, the closure arrives defective or with an engraving different from the one requested, we replace it or, if that is not possible, refund you.
Defective, damaged or wrong product
You have the legal guarantee of conformity for two years from delivery. Write to us at customercare@felings.com within two months of noticing the defect, with your order number and a few photos: we restore the product by repairing or replacing it, at your choice where possible, or, in the cases provided by law, we reduce the price or refund you. Shipping costs are on us.
If the parcel arrives damaged, accept it with reservation by writing it on the courier’s document, or refuse it, and let us know as soon as possible.
Model withdrawal form
Annex I, part B, of the Consumer Code. Complete and return this form only if you wish to withdraw from the contract.
To: RS Casting S.r.l., Via dell’Industria 14/A, 35040 Boara Pisani (PD), Italy, email customercare@felings.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.