Returns

For more information, Customers should refer to the Terms and Conditions available here.

Right of withdrawal and returns

Customers acting as consumers that have their usual residence in the European Union have the right to withdraw from the Contract within 14 days of receipt of the Product, without any penalty and without specifying the reason, as provided by law.

In addition to the statutory rights granted to consumers residing within the European Union, SMNOVELLA’s Products purchased on the Website can be returned within 30 days of receipt of the Products by the Customer or the third party indicated in the Order. For this purpose, within 30 days from the receipt of the Product, the Customer must inform the Client Service by using the contact form and univocally communicating their desire to withdraw. In order to meet the deadline, the notification communicating the intention to exercise the right of withdrawal shall be sent before the expiry of the withdrawal period.

Client Service will provide an RMA (Return Merchandise Authorisation) number.
The Customer must return the Product to SMNOVELLA within 30 days from the date of receipt of the communication including the RMA. To return the Product the Customer must use the original packaging, filling in the form provided by SMNOVELLA and received in the delivery package of the Product and enter the RMA number provided by Client Service according to the instructions in the form “Return Policy”.

The shipping cost for the return of the Product shall be borne by SMNOVELLA, which however will not be obliged to reimburse the additional costs in the case in which the Customer has chosen a type of delivery other than the least expensive.

SMNOVELLA, within 30 days from the communication of the Customer, will refund the entire amount paid by the Customer for the returned Product. The refund will be made on the same method used by the Customer to make the payment, except in the case where the Product was purchased as a Gift.

The returned Products must be intact. SMNOVELLA reserves the right to suspend the refund until receipt of the Product, and after having assessed the integrity and saleability conditions of the Product. SMNOVELLA will notify the Customer of their right to a refund of the full amount paid.

In accordance with applicable laws, for reasons of hygiene and related to the protection of health and safety, the right of withdrawal may not be exercised in the case where sealed or packaged Products have been opened or used and therefore have lost their integrity and are no longer saleable. In this case, SMNOVELLA will not provide any refund.

Product replacement

If having their usual residence in the European Union, Customers may replace the Product(s) purchased within 30 days from delivery, by contacting Client Service via our contact form.

Client Service will provide the Customer with an RMA number that must be entered into the form provided by SMNOVELLA in the delivery pack of the Product. The shipping cost for the replacement shall be borne by the Customer.

The Product cannot be replaced if sealed or packaged Products have been opened or used and, in this case, SMNOVELLA will not proceed with any change. SMNOVELLA therefore reserves the right to suspend the authorization to change the Product in order to check the integrity of the Product itself after receiving it. SMNOVELLA will communicate to the Customer the possibility of making the replacement and will refund the purchase price with the same method used by the Customer to make the payment, except in the case where the Product was purchased as a gift.

If the Customers want to, they can make a new purchase, as provided by these General Terms and Conditions.

Legal guarantee

In accordance with applicable regulations, SMNOVELLA guarantees that the Products purchased on the Website will be free from defects and will reflect the descriptions published on the Website, providing the legal guarantee of conformity.

Once the Product has been received, the Customer must check its conformity.
If the Customer becomes aware that the Product received is defective, they must notify SMNOVELLA Client Service immediately indicating the Order details and the differences found in the Product received.

SMNOVELLA will provide the Customer with the information necessary to return the Product. Once returned, SMNOVELLA will examine the Product and will notify the Customer of the outcome of the checks carried out using the address provided by the latter in the Order. In accordance with applicable laws, SMNOVELLA will communicate whether it is possible to proceed with the repair/replacement of the Product, or if the Product will be refunded.

The refund and/or replacement of the Product will be carried out as soon as possible and in any case within 30 days from when SMNOVELLA has communicated to the Customer the possibility of proceeding with the refund or the replacement of the Product. In case of a refund, the amount paid will be returned in full through the same payment method used to make the purchase.

The delivery costs for the return to SMNOVELLA of Products to be replaced, as well as all costs for the delivery to the Customer of the replaced Products will be solely borne by SMNOVELLA.

Please note that European legislation, in relation to the sale and guarantee of consumption goods, provides for a minimum legal guarantee of 2 years for unopened products. The individual Member States may require the consumer to report the defect found within 2 months from its discovery. In any case, the Customer as a consumer can use the internal legislation in their country of origin, if it is more favourable than that laid down in the European rules.