Refund policy

1 - General

Throughout this Returns and Refunds document the terms user, consumer and customer are used interchangeably and have the same meaning.

The solely unique situations in which the customer could be framed by PERFESSO's Returns and Refunds policies are:

a) The right of refund in compliance with articles 9 and 11 of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 applicable to distance and off-premises contracts;

b) Warranty claims;

c) Failure to deliver the order for reasons attributable to PERFESSO.

Any other situations that could arise not framed by the above mentioned ones, will not be subjected to any kind of refund or return procedure by PERFESSO. 

The user agrees to provide current, complete and accurate purchase and account information for all purchases made at PERFESSO’s store. The user agrees to promptly update the account and other information, including email address, phone and credit card numbers and expiration dates, so that PERFESSO can complete the transactions and contact the user as needed. In the event that PERFESSO could not reach the user by means of the contacts that are filled in the account information register, the claim of any right of return or refund terminates.

 

2 - Refunds

The right of refund arises in compliance with articles 9 and 11 of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 applicable to distance and off-premises contracts, that allows the user to withdraw from this contract within 14 calendar days without giving any reason.

The exercise of right of refund needs to fully comply with all the below-mentioned conditions of return.

The period for exercising the right of refund shall expire 14 consecutive days from the day following the day on which the consumer, or a third party other than the carrier and indicated by the consumer, acquires physical possession of the goods.

To exercise the right of refund, the consumer must inform of their decision to withdraw from this contract via contact form accessible through Contacts page at www.perfesso.com website. After receiving the contact, PERFESSO will inform the customer about the procedure of refund and the details that need to be shared by the customer, namely the order number and the description or reference of the product(s), as well as the intended form of reimbursement of the amount paid.

To meet the withdrawal deadline, customer must send their communication concerning their exercise of the right of refund before the withdrawal period has expired.

In this context, PERFESSO will fully reimburse the amount that the customer may have paid, with the exception of:

a) any supplementary costs resulting from the choice of a type of delivery other than the least expensive type of standard delivery available;

b) any costs of returning the order as a result of this exercise of the right of withdrawal.

In either case, the customer will support the cost of returning the items to PERFESSO warehouses.

The reimburse will be made without undue delay and within 90 days after receiving the returned item(s) in PERFESSO warehouses and verified those are compliant with all the conditions of return.

Remark: PERFESSO will carry out the reimbursement of the cost of the products using the same payment method used for the initial transaction, unless expressly agreed otherwise by the customer.

 

3 - Warranty

PERFESSO will ensure, for a period of 24 months from the date of purchase (except for perishable goods with a shelf-life less than 2 years), the quality of its products by offering customers, where legitimate, one of the below stated solutions, in accordance to the following order:

- Repair of the damaged good, ensuring proper functioning and / or the final quality;

- Exchange of the good for an equal good;

- Exchange of the good for a similar good, in regards to its characteristics and purpose, as long as agreed with the client;

- Termination of the contract and consequent reimbursement if none of the above options is possible.

The exercise of the warranty right by the customer will always take place upon submission of the intention via contact form accessible through Contacts page at www.perfesso.com website. After receiving the contact, PERFESSO will inform the customer about the procedure of return the damaged or the non-compliant product for verification. It is the customer that supports the cost of returning the items to PERFESSO warehouses for verification.   

PERFESSO will inspect the article in order to confirm the customer's effective entitlement to the warranty call, excluding all proven situations resulting, among others, from:

- Abuse, intentional damage or negligent damage by the customer;

- Normal wear and tear of the product, provided it is not within the expected levels for it as declared by the manufacturer;

- Inability to prove the malfunction or defect indicated by the customer;

- All situations that are detected as attempted fraud.

Upon inspection of the product received, the customer will be informed of the decision regarding their request. If the customer's right to call the warranty is confirmed, PERFESSO will repair, replace or refund the item as soon as possible, up to a maximum of 90 days from the notification of the non-conformity of the product, issued by PERFESSO. In the event that warranty claim is confirmed the cost of returning the items to PERFESSO warehouses for verification will be reimbursed.

Refund of any amount paid will be made through the same payment method used on the purchase of the product, unless otherwise agreed by the customer.

These provisions are without prejudice to any rights of the consumer, arising directly from the law in force.

Remark: in order to trigger a warranty claim, the customer must keep the original packaging, and the packing material provided, for a minimum period of two years (or for a period equivalent to the duration of the warranty extension).

 

4 - Failure to deliver the order for reasons attributable to PERFESSO

PERFESSO will contact the customer to confirm the right of reimbursement that arise from a failure to deliver the order for reasons exclusively attributable to PERFESSO, according to one of the below stated solutions, in accordance to the following order:

-  Shipping out a new order that fully complies with the original requirements that were not fulfilled in the first place, in regards to its characteristics, purpose, products, order details and effective delivery without any additional costs for the customer;

- Termination of the contract and consequent reimbursement of any amount paid, if the above option is not possible.

Remark: to trigger the above mentioned right of reimbursement in the event of the customer have received the incorrect product(s), it is mandatory for the customer to ship back that incorrect product(s) to PERFESSO warehouses in accordance with the Returns policy mentioned below. 

 

5 - Returns

The customer should consider the fact that, if the product(s) to be returned has been purchased as part of a promotional campaign and, therefore, has benefited from a product-offer, both those items should be returned. For that reason, all the products must comply with the conditions of return.

As per the products set in packs, it will only be accepted the return of the full packs. If a product that belongs to a pack is to be returned, all the products belonging to the same pack must be returned. All products must comply with the conditions of return.

Incomplete, damaged or scratched products, products without their original shipping packaging and/or label, or products with evidence of use, will not be accepted. It will not be accepted, as well: the return of products with a shelf-life less than 2 years; underwear, swimwear, personal care products as well as other articles the use of which implies or comes into direct contact with the skin will not be accepted either. Thus, PERFESSO reserves the right to evaluate the condition of the packaging of the products, deciding whether or not to accept the return of the items if it is found that the respective packaging is not intact. Due to their nature, the return of sealed food products will not be accepted either.

Remark: the lack of any of the requirements deemed necessary to put back the product in stock for sale, namely the respective instruction manual, in its original condition and the unviolated sealed transport packaging box with the carrier's label attached on the exact same position as the original one, shall entail the immediate classification of the product as incomplete and, consequently, non-returnable.

Every single product to be returned shall, for that reason, be shipped back to PERFESSO warehouses by the customer in accordance with all the above mentioned conditions for exercise the right of refund, or warranty claim, or reimbursement for failure to deliver the order by reasons attributable to PERFESSO.

The reimburse by any means will only takes place after receiving the returned item(s) in PERFESSO warehouses and verified those are compliant with all the conditions of return.

If any of the previous conditions are not met, the customer will lose the all the rights to be refunded and will have 10 days to collect the item(s) at PERFESSO warehouses facilities, at their own expenses. The collection must be made by a carrier appointed by the customer as the collection by natural persons, not even by the customer, is not permitted.

 

PERFESSO