Returns and Withdrawal

Right of Withdrawal - Return of Products

Soft&Soft recognizes the consumer, who for any reason is not satisfied, the right of withdrawal as provided for by current legislation without any penalty and without specifying the reason.

This right can be exercised only by consumers, therefore all purchases made for purposes not unrelated to 'entrepreneurial or professional activity, i.e. where a VAT number reference is entered in the appropriate order form, do not enjoy this right.

The deadline for making use of this right is 14 days from receipt of the goods, within which the Customer is required to return the goods and notify us via e-mail or through our contact form.

HOW TO MAKE A RETURN

You can return the items within 14 days from the date of receipt of the order, together with the return form completed in its entirety, to be downloaded by clicking on the following link: (*download the return form here*)

Any returns without the relevant paper form will not be accepted.

The goods must be returned to the address:

 

Soft&Soft c/o Pezzoli Audilio s.n.c.

Via Coriano, 58    blk 67/A

47924 Rimini (RN)

ITALY

 

For the return you can send the package with the courier you prefer (Poste, SDA, Bartolini etc.)

Important: If the purchase was paid by cash on delivery or by bank transfer, in the communication requesting the right of withdrawal it is necessary to indicate the details of a current account bank or post office to re-credit the amount due (IBAN). In other cases, the credit card will be re-credited or the Paypal payment will be reversed.

To exercise the right of withdrawal it is necessary that:

 -  the Customer expresses his desire to exercise the right of withdrawal in the manner described above

 - the purchased good is not used, worn, washed, or damaged; it must be intact and returned in the original packaging, complete in all its parts (including any documentation and accessories: manuals, brochures, etc...)

 - WE DO NOT ACCEPT RETURNS OF WASHED OR USED PRODUCTS EVEN IF DEFECTIVE.

 - the product is returned within the times and methods described above. Redelivery costs are borne by the Customer himself. Cash on delivery parcels will not be accepted. It is understood that the transport risks for returning the items are entirely borne by the consumer.

    WE DO NOT ACCEPT RETURNS FROM NON-EU COUNTRIES

Once the goods arrive at our warehouse, they will be examined to assess any damage or tampering not resulting from transport. After checking the integrity of the goods, we will credit you for the sum already paid or create a purchase voucher for the same amount, which can be spent online within one year. The refund concerns exclusively the price of the product and will be made no later than 14 days from the moment in which the goods for which you wish to exercise the right of withdrawal. The only costs borne by the Customer are those relating to the return of the product.

 

The consumer cannot exercise the right of withdrawal for products made to measure or clearly personalized or which by their nature cannot be postponed or are likely to deteriorate or expire rapidly.

The right of withdrawal is totally lost, due to the lack of the essential condition of integrity of the goods, in cases where Soft&Soft ascertains:

• the use of the good that has compromised its integrity, or the use of any consumables;
• the absence of integral elements of the product;
• damage to the product for reasons other than its transport.

In the event of forfeiture of the right of withdrawal or if the methods and terms for exercising the right of withdrawal are not respected, the goods, in the state in which they were returned , will remain at the Soft&Soft headquarters available to the Customer for collection at his expense.

 

Warranty Policy

a) With the exception of clothing, underwear  and footwear, pursuant to Legislative Decree 206/2005 ("Consumer Code"), all products on sale on this site are covered by a 24-month legal guarantee.

b) The date of purchase shown in the accompanying document is valid. If this document is missing or lost, it can be requested from softandsoft.it.

c) Softandsoft.it, based on the 24-month Legal Guarantee, is responsible towards the consumer (the natural person who acts for purposes unrelated to entrepreneurial, commercial, artisanal activity or professional carried out) for defects of conformity not detectable at the time of purchase.

d) The lack of conformity exists when the product is not suitable for the use for which it is usually intended, does not conform to the description or does not offer the usual qualities and performances of a good of the same type is not suitable for the particular use desired by the consumer if brought to the attention of the seller at the time of purchase and accepted by the seller (art. 129 of the Consumer Code).

e) The lack of conformity that occurs within 24 months from the date of purchase of the goods must be reported within the following 2 months from the date of discovery of the defect.

f)  Damage caused by misuse is not guaranteed.

g) Parts subject to wear and tear are not guaranteed if the damage is attributable to normal use.

h) Softandsoft.it will request one or more photos documenting the discrepancy or defect. The photos should be sent to assistenzaclienti@softandsoft.it

i) Softandsoft.it, once the goods have been received and the defect has been verified, will replace the product or, if no longer available, refund the price of the goods paid by the consumer.

 

How to exercise the right to Legal Guarantee

a) Contact Customer Service by email or telephone who will be at your disposal to provide you with any information;

b) Prepare the product for shipping by packing it carefully WITHOUT LEAVING ANY accessories, the instruction manual and everything originally contained in the product packaging;

d) Customer service will let you know if you have to send the product yourself or if the courier will pick it up. Your unavailability at the time of collection and/or a telephone contact with the Courier or Softandsoft.it Customer Service may cause a delay in the collection of the product and the consequent intervention times. No responsibility can be recognized on Softandsoft.it for delays resulting from your omissions.

 

Replacement

a) Softandsoft.it recognizes the possibility of replacing the product ordered exclusively for reasons of size and/or color.

b) Received correct product. If the product received corresponds to the one actually ordered by the customer, the replacement of the product with the same product but with revised size and/or color is permitted. The customer will have to bear the costs of returning the product and reshipping it, as well as any financial additions.

For the return you can send the package with the courier you prefer (Poste, SDA, Bartolini etc.).

c) Received wrong product. If there is a mismatch in size and/or color between the product ordered and the one received, Softandsoft.it will request one or more photos documenting the discrepancy.

Photos should be sent to: assistenzaclienti@softandsoft.it

Softandsoft.it will activate immediately when the item is replaced.