Returns & Refunds
In case of purchase of products or services on XTSTUDIO digital stores, the User has the right to withdraw from the contract without indicating the reasons, within 30 calendar days. The withdrawal period expires after 30 days 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 goods.
To exercise the right of withdrawal, the User is required to inform the Owner of the decision to withdraw through an explicit declaration sent to the contacts indicated.
The User is also free to express his choice to withdraw from the contract in any other equivalent form.
Acceptance of returned goods takes place only in the following cases (pursuant to Legislative Decree 206/2005):
- the product must be intact and not used;
- the tag accompanying the product and/or the seal must not have been removed;
If you are not satisfied with an item, you can return it within 30 days from the date it was delivered to you. Keep the prepaid label that you found inside the package: you will need it if you want to request a return.
Remember: the right of withdrawal can only be exercised by the customer and in no case by the recipient of any gift.
The items must be returned intact and in the same state in which they were received, with tags indicating the barcode and any other seal that is part of the product.
These refunds will be made using the same means of payment used by the User for the initial transaction, unless the User has expressly agreed otherwise; in any case, the User will not have to incur any costs as a result of this reimbursement.
The refund may be suspended until the goods are received or until the User demonstrates that he has sent the goods back, whichever comes first.
The User is requested to return the goods and deliver them to the Owner and/or to the offices indicated in the request phase, without undue delay and in any case within 14 calendar days from the day on which he communicated the withdrawal from this contract. The deadline is met if the User sends back the goods before the 14-day period has expired. The costs of returning the goods will be borne by the User, the costs of the goods will be reimbursed by the Owner in the manner and within the limits indicated above to be borne by the User.
The User is only responsible for the decrease in the value of the goods resulting from the handling of the goods other than that necessary to establish the nature, characteristics and functioning of the goods.
The refund will be made as soon as the return arrives at our warehouse and the products have been checked. The return costs are charged to the customer, the entire order will be refunded net of return costs
The fix cost for shipping return from UE ZONE is: € 9,90
The cost for shipping return from EXTRA UE ZONE = USA - CANADA - MONTENEGRO - UCRAINA - ANDORRA - SERBIA - AUSTRALIA (Excluding duties and taxes calculated at the moment of return) = € 30,00
The cost for shipping return from EXTRA UE ZONE = NORWAY - MONACO - UK - SWITZERLAND - AZORRE – ANDORRE – MADERA – CANARIE - (Excluding duties and taxes calculated at the moment of return) = € 40,00
Credit card: The credit institution (Paypal, Shopify Payment or others) issue a refund within 7 working days from when you receive our confirmation email. The time it takes to view the refund depends on the institution that issued the card. You can check the refund in your account online or by contacting your credit card issuer.
PayPal: the refund will be visible within 24/48 hours of receiving our confirmation email.
Bank transfer: our bank will make the refund within 7 working days from when you receive our confirmation email. You can check the refund in your account online or by contacting your bank.
Scalapay: Refunds are the responsibility of the store you purchased from. Scalapay cannot refund an order without the authorization of the shop. We invite you to contact us directly on our customer care web.
Once XT STUDIO has received and approved your return, you will be refunded the money relating to the installments already paid directly to the card you used to pay for the order while the installments not yet paid will be cancelled. You will need to wait up to 3 business days for the money to appear in your account.
In the event of a partial return, the amount of the return will first be deducted from the unpaid installments which will be reduced or canceled and, if necessary, you will then be refunded part or all of the installments already paid.
LIMITATIONS ON THE RIGHT OF WITHDRAWAL
Returned products that are damaged or used in a different and further way than what is strictly necessary to establish their nature, characteristics and functioning will be reimbursed after deduction of the decrease in value resulting from the damage or use. Reimbursement is excluded when the decrease in value is total.
The User is requested to insert a copy of the delivery document received inside the package.
The right of withdrawal is in any case excluded in relation to:
goods made to measure or clearly personalized;
the supply of goods which are liable to deteriorate or expire rapidly;
the supply of sealed goods which do not lend themselves to being returned for hygienic or health protection reasons and which have been opened after delivery.
If one of the aforementioned exceptions were applicable to the goods purchased by the User, the latter will not be able to exercise the right of withdrawal.
ATTENTION: Returns of highly personalized items, such as engravings, name tags, messages, and/or other types of personalisations, are not permitted.
In the event of the RECIPIENT NOT BEING and the subsequent return of the shipment by the courier to the sender, € 10.00 will be withheld from the refund amount once it has returned to our offices. stores.
If you are a registered customer or if you purchased as a guest, you can request a return by contacting us by phone or on WhatsApp at +39 340 88 74 986 or at the email address firstname.lastname@example.org. We will proceed with the generation of the return label and the booking of the collection with the BRT courier ". Click on "Start the return procedure", entering your order number and indicating the item you wish to return, the quantity and the reason. Finally, we will ask you for the tracking number of the shipment received in order to finalize the request.
We inform you that no exchanges are made, only refunds. At the same time, you can choose to purchase the correct size or wait for the refund before making the purchase
The shipping costs for the collection of the return will be charged to the customer and subsequently deducted from his refund.
The return costs are charged to the customer, the entire order will be refunded net of return costs
Conversely, you can choose to return at your own expense using your own courier. In this case no return costs will be deducted.
To book the free courier collection, you will need the courier label that we sent you with the order, inside the package you received. If you no longer find the prepaid return shipping label, contact our Customer Care at email@example.com to request a new label.
Here is a step-by-step mini-guide:
Prepare the package that will contain the return by sticking the prepaid label on the original box (or on another that is equally robust) so as to cover the forwarding label.
Contact the DHL courier and book collection, specifying that you already have a prepaid return label.
Remember: if you do not use the prepaid return label contained in the order you received (or a copy provided to you by Customer Care) XT STUDIO cannot be held responsible for any theft or loss.
APPLICABILITY OF THE WITHDRAWAL PROVISIONS
The clauses concerning the exercise of the right of withdrawal, as well as the related consequences and exceptions, apply exclusively to the User who qualifies as a consumer, i.e. to the User who acts for purposes unrelated to his business and professional activity.