Lanza Srl fully accepts and applies the consumer protection rules contained in LEGISLATIVE DECREE 21 February 2014, no. 21 (implementing Directive 2011/83/EU, amending Directives 93/13/EEC and 1999/44/EC, and repealing Directives 85/577 EEC and 97/7/EC), on consumer protection in distance contracts.
One more way to always be clear, transparent, and close to our customers. One more way to show that friendliness, fairness and courtesy are the watchwords of our company.
In accordance with the provisions of LEGISLATIVE DECREE 21 February 2014, no. 21 implementing Directive 2011/83/EU, the customer may exercise the right of withdrawal as follows:
Within fifteen working days of receipt of the goods, without any penalty and without the need to specify the reason, send us a registered letter with acknowledgement of receipt (as specified below, a simple email will suffice for us), indicating your wish to withdraw from the distance selling contract.
Within fifteen working days of receipt, you shall returnthe unwanted goods to us in their original packaging and in perfect condition, without any deterioration or alteration. Remember that, as provided for by the aforementioned Legislative Decree, the shipping costs for returning the goods are your responsibility.
As soon as possible, and in any case within 14 days from the date on which we become aware of your wish to exercise your right of withdrawal, upon receipt of your return, we will refund you in full the sum paid for the purchase of the returned goods.
In practice, you can always also ask for a simple change of model, or colour. In fact, this is by far the preferred method for our customers. It is almost always possible to find some kind of solution that gives complete satisfaction. With more than a decade of experience behind us, we can say that only about one per cent of our customers ask for a refund, even less. Even in the not infrequent case of dissatisfaction with the first consignment, it is almost always resolved with a simple and friendly replacement of model or colour.
Please note: even if the regulations require that you send a registered letter to inform us of your wish to return the product, a simple friendly e-mail may suffice. A simple telephone call, on the other hand, cannot be accepted, we need a written communication. We always respond in a very short time, indicating the different options available to the customer. The most popular is the exchange request, with us sending the new purchase at the same time as taking the return package. We do everything, including billing and sending the courier to the customer's home for the exchange. Goodbye hassle and queues at the post office!
When a product exchange is not enough, or is not appreciated, we proceed without any problems to refund the full amount paid. This refund takes place:
- By Paypal for payments made by the customer via Paypal or credit card;
- By bank transfer in all other cases.
The customer must then kindly communicate an Iban reference code for the return (and BIC/SWIFT code for foreign accounts): these are simple bank codes identifying a single current account.
Finally, in the event of a replacement request, please remember that, for Italy, the first one is free of charge, i.e. we will not ask you to pay any shipping costs (Please note: we are talking about shipping from us to the customer; the shipping costs of the return from the customer to us are, by law, always borne by the customer). For any subsequent replacements, we will have to ask for payment of the contribution to shipping, transport and delivery costs.
For countries other than Italy, the same amount of costs incurred for the first shipment also applies to the replacement.