10.1. CUSTOMER HAS THE RIGHT TO TERMINATE THE AGREEMENT CONCLUDED WITH THE SELLER WITHOUT INCURRING IN ANY PENALTY AND WITHOUT SPECIFYING THE REASON, WITHIN FOURTEEN (14) DAYS AFTER RECEIVING THE PRODUCTS PURCHASED ON SUGAR.IT.
10.2. IF THE CUSTOMER HAS A REGISTERED ACCOUNT, TO WITHDRAW FROM THE CONTRACT IT IS NECESSARY TO FILL OUT THE ORDER FORM WITHIN "MY ORDERS" AND THEN SELECT THE "RETURN" BUTTON OR SEND THE REQUEST VIA E-MAIL TO CUSTOMERSERVICE@SUGAR.IT - ALWAYS SPECIFY THE ORDER NUMBER - WITHIN 14 DAYS AFTER RECEIVING THE ORDER. TO TERMINATE THE AGREEMENT, CUSTOMER MAY ALSO SEND A SEPARATE NOTIFICATION STATING THE WILL TO TERMINATE THE AGREEMENT.
10.3. IF THE CUSTOMER DOES NOT HAVE A REGISTERED ACCOUNT, TO TERMINATE THE AGREEMENT, CUSTOMER SHALL SEND THE REQUEST VIA E-MAIL TO CUSTOMERSERVICE@SUGAR.IT - ALWAYS SPECIFY THE ORDER NUMBER - WITHIN 14 DAYS AFTER RECEIVING THE ORDER. TO TERMINATE THE AGREEMENT, CUSTOMER MAY ALSO SEND A SEPARATE NOTIFICATION STATING THE WILL TO TERMINATE THE AGREEMENT.
WHERE THE CUSTOMER DECIDES TO TERMINATE THE AGREEMENT VIA A NOTIFICATION, IT IS THE RESPONSIBILITY OF THE CUSTOMER TO PROVE THE CORRECT EXERCISE OF THE RIGHT OF WITHDRAWAL.
10.4. ONCE TERMINATED THE AGREEMENT, CUSTOMER SHALL RETURN THE PRODUCTS TO THE SELLER VIA THE CARRIER WITHIN FOURTEEN (14) DAYS AFTER NOTIFYING THE SELLER OF THE DECISION TO TERMINATE THE AGREEMENT.
10.5. RETURN SHIPPING IS AT CUSTOMER’S EXPENSE; FEES STATED BELOW APPLY:
ITALY: 5€
USA: 30€
EUROPE: €20
REST OF THE WORLD: €30
EXCISE & CUSTOM DUTIES, IF ANY, ARE AT CUSTOMER’S EXPENSE AND WILL BE DEDUCTED FROM THE REFUND DUE.
10.6. RIGHT OF WITHDRAWAL SHALL BE CONSIDERED DULY EXERCISED WHEN TERMS HEREBY STATED IN THIS ARTICLE ARE COMPLIED WITH AND WHEN THE FOLLOWING CONDITIONS ARE FULLY MET:
- CUSTOMER HAS FILLED IN THE ONLINE RETURN FORM BY LOGGING IN THE RESERVED AREA WITHIN 14 DAYS AFTER RECEIVING THE ORDER.
- PRODUCTS HAVE NOT BEEN WORN, WASHED OR USED;
- BRAND TAG MUST BE ATTACHED, AS IT IS AN INTEGRAL PART OF THE GOODS;
- PRODUCTS MUST BE RETURNED WITH THE ORIGINAL PACKAGE, WHICH MUST NOT BE ALTERED OR DAMAGED, WITH ORIGINAL TAGS, PACKAGING AND OTHER ACCESSORIES (DUST BAG, GARMENT BAG, ETC.) RECEIVED IN THE ORIGINAL ORDER; ORIGINAL PACKAGES MUST NOT BE USED AS PACKAGING BOXES FOR THE SHIPMENT.
- PRODUCTS MUST BE RETURNED TO THE FORWARDER WITHIN FOURTEEN (14) DAYS AFTER NOTIFYING THE SELLER THE DECISION TO TERMINATE THE AGREEMENT;
- PRODUCTS MUST NOT BE DAMAGED.
10.7. IF THE RIGHT OF WITHDRAWAL IS DULY EXERCISED IN ACCORDANCE WITH THE TERMS AND CONDITIONS STATED IN THIS ARTICLE, SELLER SHALL REFUND ANY AMOUNT ALREADY PAID BY THE CUSTOMER FOR THE PRODUCTS’ PURCHASE, IN ACCORDANCE WITH THE RELEVANT TERMS AND CONDITIONS PROVIDED.
10.8. AMOUNTS SHALL BE REFUNDED TO THE CUSTOMER AS SOON AS POSSIBLE AND IN ANY CASE WITHIN FOURTEEN (14) DAYS AFTER THE SELLER RECEIVES RETURNED GOODS AND AFTER CHECKING THE ABOVE-MENTIONED TERMS AND CONDITIONS HAVE BEEN COMPLIED TO.
10.9. IF TERMS AND CONDITIONS FOR WITHDRAWAL AS OF POINTS 1), 2), 3), 4), 5) AND 5) OF ARTICLE 10 ARE NOT COMPLIED WITH, THE CUSTOMER WILL NOT BE ENTITLED TO THE REFUND OF ANY AMOUNT ALREADY PAID TO THE SELLER. WITHIN 14 DAYS AFTER SENDING THE E-MAIL NOTIFYING THE CUSTOMER THAT REFUND REQUEST HAS BEEN DECLINED, CUSTOMER MAY CHOOSE TO HAVE BACK HIS/HER PRODUCTS, AT HIS/HER OWN EXPENSE AND IN THE SAME CONDITIONS AS ITEMS WERE RETURNED, BY NOTIFYING THE SELLER VIA THE PROCEDURE THAT WILL BE COMMUNICATED TO THE CUSTOMER. OTHERWISE, THE SELLER MAY KEEP THE PRODUCTS IN ADDITION TO THE AMOUNTS THE CUSTOMER ALREADY PAID FOR THE PURCHASE.
10.10. SELLER SHALL PROVIDE THE REFUND WITH THE SAME PAYMENT METHOD USED TO PURCHASE RETURNED PRODUCTS, UNLESS THE CUSTOMER SPECIFICALLY AGREED WITH THE SELLER TO USE A DIFFERENT PAYMENT METHOD.
10.11. IF THE PRODUCTS’ RECEIVER STATED IN THE ORDER FORM IS NOT THE SAME PERSON WHO PAID FOR THE PURCHASE, IN CASE OF EXERCISE OF THE RIGHT OF WITHDRAWAL, THE SELLER WILL REFUND THE PERSON WHO MADE THE PAYMENT.
10.12. SELLER APPOINTS UPS OR DHL AS FORWARDER FOR RETURNED PRODUCTS. SHOULD THE CUSTOMER USE A FORWARDER OTHER THAT THE ONE APPOINTED BY THE SELLER FOR RETURNED PRODUCTS, CUSTOMER WILL BE HELD RESPONSIBLE FOR ANY PRODUCT DAMAGE OR LOSS.
11. EXCHANGE REQUESTS FOR SIZE/COLOUR EXCHANGE
11.1. SUGAR OFFERS THE CUSTOMER THE OPTION TO RETURN PRODUCTS FOR SIZE/COLOUR EXCHANGE. CUSTOMER CANNOT EXCHANGE AN ITEM FOR A DIFFERENT MODEL.
11.2. TO REPLACE AN ITEM CUSTOMER SHALL CONTACT SUGAR AT CUSTOMERSERVICE@SUGAR.IT WITHIN 14 DAYS AFTER RECEIVING THE ORDER. SUGAR SRL WILL CONFIRM RECEIPT OF THE CUSTOMER’S REQUEST BY E-MAIL. CUSTOMER MUST PROVIDE THE DIFFERENT PRODUCT SIZE/COLOUR DESIRED IN THE EXCHANGE FORM; OTHERWISE, THE EXCHANGE REQUEST WILL BE DECLINED.
11.3 EXCHANGE REQUESTS ARE SUBJECT TO TERMS AND CONDITIONS STATED IN ARTICLES 10.6. IN THE EVENT OF BREACH, EXCHANGE REQUEST WILL BE DECLINED.
11.4 FOR EXCHANGE REQUESTS, ALL SHIPPING FEES WILL BE AT CUSTOMER’S EXPENSE, AS STATED IN SECTION 10.5.
11.5 CHANGE GOODS SHIPMENT WILL BE SENT TO THE SAME ADDRESS COMMITTED IN ORDER CONFIRMATION, UNLESS OTHERWISE NOTIFIED BY CUSTOMER AND, IN ANY EVENT, MAY NOT BE SHIPPED TO A DIFFERENT NATION.
12. IN-STORE RETURNS
12.1. ITEMS PURCHASED ON SUGAR.IT CAN BE RETURNED IN OUR STORE SUGAR, WITH REGISTERED OFFICE IN CORSO ITALIA 60, 52100 AREZZO. ITEMS PURCHASED ONLINE CANNOT BE EXCHANGED IN-STORE; TO EXCHANGE AN ITEM, PLEASE ALWAYS E-MAIL CUSTOMERSERVICE@SUGAR.IT
12.2. IN CASE OF IN-STORE RETURN, SELLER WILL REFUND THE AMOUNT DUE ON THE SAME PAYMENT METHOD USED BY THE CUSTOMER TO PURCHASE THE ITEM.