6.1. The Customer has the right to withdraw from the Contract within 14 days of receipt of the products, without penalty and without providing a reason. After this period, the return shall no longer be accepted.
6.2. If the Customer has a registered account on the Website, he/she may exercise the right of withdrawal by accessing the “My orders” section, selecting the order he/she wants to return and then clicking the “return” button, or by sending a written communication to customerservice@sugar.it, in any event within 14 days of receipt of the Products.
6.3. If the Customer does not have a registered account on the Website, he/she may exercise the right of withdrawal by selecting the “Request a Return” button at the bottom of each page on the Website and following the directions, or by sending an email to customerservice@sugar.it, indicating the order number, in any case within 14 days of receipt of the Order. To withdraw from the Contract, the Customer may also send another communication clearly expressing his/her desire to withdraw.
6.4. The right of withdrawal — in addition to compliance with the terms and conditions described in this Article 6 — shall be considered properly exercised by the Customer if the following conditions are also fully met:
- the Products must not have been used, worn or washed;
- the identification tag must still be attached to the Products as an integral part of the goods;
- the Products must be returned in their original packaging, with the original labels, wrapping and other accessories (by way of example, but not limited to: dust bags, garment covers, etc.) received in the packaging;
- original Product packaging must not be used as a packing box for return shipments;
- the returned Products must be delivered to the courier within 14 (fourteen) days from communication being sent to the Company of the decision to withdraw from the Contract;
- the Products must not be damaged;
- the soles of shoes must be in the same condition as they were sent, without any signs of wear and/or any other kind of damage;
- swimwear and undergarments (bikinis, briefs, boxer shorts, etc.) must have been tried on over personal underwear. Returns will be refused and sent back to the Customer if the garments show signs of wear.
6.5. The costs for returns shall be borne by the Customer, unless otherwise stated at the time of purchase:
Italy: €5.00
USA: €30.00
Europe: €20.00
Rest of the world: from €30.00
6.6. If the right of withdrawal is exercised in accordance with the procedures and terms set out in this Article, Sugar shall refund any amounts already paid for the purchase of the Products in accordance with the procedures and terms set out below.
6.7. Payments shall be refunded to the Customer as quickly as possible and, in any event, within 14 (fourteen) days of Sugar’s receipt of the returned goods and once the latter has verified that the above terms and conditions have been fully met.
6.8. If the procedures and terms for exercising the right of withdrawal are not fulfilled, the Customer shall not be entitled to a refund of the amounts already paid to the Company. Within 14 days from the sending of the email notifying non-acceptance of the return, the Customer may choose to reclaim the Products, at his/her own expense, in the condition in which they were returned to the Company, by sending a written communication to the latter, according to the procedures that will be communicated to the Customer. Failing that, Sugar may retain the Products, in addition to the amounts already paid for their purchase.
6.9. The Company shall issue the refund using the same method of payment used to pay for the returned products unless the Customer has expressly agreed with the Company on the use of a different payment method.
6.10. If in the event of the right of withdrawal being exercised the recipient of the Products indicated in the Order form does not match the person who paid for their purchase, reimbursement shall be made by Sugar, in any case, to the person who made the payment.
6.11. Sugar will indicate which courier to use for the return of the products, i.e., UPS or DHL. If that the Customer decides to use a courier other than the one indicated by Sugar to return the products, the Customer will be responsible for any loss or damage to the Products.
6.12. The Customer, always in full compliance with the provisions of this Article, also has the right to return the Products purchased on the Website to the Sugar sales outlet, headquartered at Arezzo Corso Italia n. 60 52100 Arezzo, Italy. In this case, the Company shall issue the refund to the same payment method used to pay for the returned Products.
6.14. The following are excluded from the right of withdrawal:
6.15. The Customer acknowledges that Sugar constantly monitors the number of returns made; frequent returns that do not comply with the terms and conditions of this Article will be flagged. Sugar reserves the right to terminate the account or to not complete future orders of Customers who continue to breach the terms and conditions of this Article.
7.1. SUGAR S.R.L. PERMITS THE CUSTOMER TO REQUEST REPLACEMENTS DUE TO SIZE AND/OR COLOUR CHANGES. IT WILL NOT BE POSSIBLE TO REQUEST A PRODUCT TO BE REPLACED WITH A DIFFERENT MODEL.
7.2. TO EXCHANGE AN ITEM, THE CUSTOMER MUST SEND AN EMAIL TO SUGAR AT CUSTOMERSERVICE@SUGAR.IT WITHIN 14 DAYS OF RECEIPT OF THE ORDER. SUGAR S.R.L. SHALL CONFIRM RECEIPT OF THE REQUEST BY EMAIL. THE DIFFERENT SIZE AND/OR COLOUR REQUESTED MUST BE INDICATED ON THE REPLACEMENT FORM TO BE ACCEPTED.
7.3 THE PROVISIONS OF ARTICLE 6.4 ABOVE SHALL APPLY TO EXCHANGE REQUESTS; NO EXCHANGES WILL BE OFFERED IF THESE PROVISIONS ARE VIOLATED.
7.4 IN THE EVENT OF AN EXCHANGE REQUEST, ALL FURTHER SHIPPING COSTS, AS SPECIFIED IN SECTION 6.5 ABOVE, SHALL BE BORNE BY THE CUSTOMER.
7.5 EXCHANGE ITEMS SHALL BE SHIPPED TO THE SAME ADDRESS PROVIDED WHEN THE ORIGINAL ORDER WAS CONFIRMED, UNLESS OTHERWISE NOTIFIED BY THE CUSTOMER, AND IN ANY EVENT SHALL NOT BE SHIPPED TO A DIFFERENT COUNTRY.
7.6 A PRODUCT CAN ONLY BE EXCHANGED FOR THE SAME PRODUCT IN A DIFFERENT SIZE AND/OR COLOUR ONCE.
7.1. Sugar shall be liable for any lack of conformity that may become apparent in the Products sold to the Customer within a period of two years from their delivery.
7.2. Unless proven otherwise, it shall be assumed that any conformity defect that may become apparent within the first 12 (twelve) months from the date of delivery of the Product already existed on that date, unless such an assumption is incompatible with the nature of the goods or the nature of the defect.
7.3. If the Customer believes that the purchased Product has a conformity defect, he/she may request, alternatively and at no extra charge, in accordance with the conditions indicated below, the repair or replacement of the purchased good, a reduction of the purchase price or the termination of the sales contract, unless the request is unfounded, objectively impossible to satisfy or excessively burdensome for Sugar, pursuant to the Italian Consumer Code.
7.4. The Customer must submit the request in writing, by sending an email to customerservice@sugar.it, accompanied by detailed information on the defect and supported by photographs of the Product showing the part where the Customer believes the defect is located. Sugar shall acknowledge the request in writing within five working days and indicate how to ship the goods back to Sugar; the Customer shall then send the purchased item to Sugar within the deadline established, at no extra cost. Sugar will receive and inspect the goods believed to be defective. If no defect is found, Sugar will not be able to accept the Customer's request and reserves the right to charge the Customer for the shipping costs.
7.5. If upon inspection a conformity defect is identified, Sugar shall communicate its willingness to repair or replace the Products, where possible.
7.6. If upon inspection a conformity defect is identified and Sugar has accepted the Customer's request for a price reduction or the termination of the sale contract, Sugar shall indicate the proposed price reduction or method for refunding the price paid for the purchase of the defective goods; within seven days of receipt of this communication, the Customer must send written acknowledgement to Sugar, in the absence of which Sugar shall refund the Customer the price previously indicated.
7.7. It is understood that the Customer shall not be entitled to exercise this Guarantee:
(i) in the absence of proof of purchase;
(ii) if the Product has been damaged, modified, or otherwise altered by the Customer or a third party;
(iii) in the absence of the original labels, of part of the Products and/or of accessories;
(iv) in the event of improper use of the product.
8.1. Sugar shall not be liable for any failure or delay in the performance of any of its obligations under the Contract and/or these Terms and Conditions caused by events beyond its reasonable control, such as strikes, lockouts or other industrial action, civil insurrection, invasion, terrorist attack (including threats thereof), war (declared or undeclared) or threat of war, fire, explosions, storms, flooding, earthquakes, subsidence, epidemics, pandemics or other natural catastrophes, inability to use railways, maritime transport, aircraft, motor transport, or other public or private means of transport, inability to use public or private telecommunications networks, acts, decrees, rules, regulations, or limitations imposed by governments and/or public authorities (“Force Majeure”).