Make a return

HOW TO MAKE A RETURN

Elisendra® applies the “Reso NoProblem” solution.

Should the customer change his mind about a color or model, he will have the possibility of being able to carry out one of the three following return procedures: replacement, refund or coupon.

The customer, according to the provisions of Legislative Decree n. 21/2014, transposing the Directive

2011/83/EU of the European Parliament and of the Council, you can exercise your Right of Withdrawal no later than 14 days from receipt of the purchased item.

Important: These return procedures are intended to apply to items that do not have defects

compliance and/or production. As for the articles that present any conformity and/or production defects, we refer you to the reading of the following section relating to the guarantee offered by Elisendra®.

Important: The Company, in case of exercise of the right of withdrawal by the Customer, has the right not to accept the return of products that do not have the relative tag or that have been altered or tampered with in their essential characteristics and that are tampered with or damaged.

In order to initiate a return procedure, the customer must carry out the following steps:

• If the order was placed after registering on the website https://www.elisendra.com,

write to customer service via email customer@elisendra.com

◦ If the order was placed without registering on the website, write to customer service by email customer@elisendra.com, reporting the order code and the service chosen

• Access the "Orders" page and copy the order number of the item to be returned;

◦ Alternatively, look for the email sent by Elisendra® with the order summary of the item

which will need to be returned and copy the order number (you can find it above the table

summary, where it says 'Order #...');

• Send the return request by email to customer@elisendra.com, indicating the type of return

desired, the order number and, in the case of an order containing multiple items, specify the item

which will be returned.

After performing these steps, the customer will receive a communication from Elisendra® in which

the next steps necessary to successfully complete the return procedure will be specified.

Important: In order to speed up and facilitate the return procedure, Elisendra® recommends using the

BRT express courier for returning the item to the company, given the long-lasting and trusted partnership

commercial linking Elisendra® to BRT. For this reason, the mail that the customer will receive after starting

the return request will contain a link to be able to book the collection of the item via BRT. The prices indicated in the

following paragraphs refer to the rates applied by the BRT express courier. The customer will still have the

total freedom of choice regarding the courier who will take care of returning the item to the company.

Replacement

The customer, if he wishes, can replace an item with another of his choice, the cost for the return is 9 euros and 12 euros for the Major and Minor Islands, Basilicata, Puglia and Calabria.

Important: after returning the products, the Company carries out the necessary checks relating to the conformity of the same with the conditions and terms expressed previously. If the checks are concluded positively, the Company will send the Customer, via e-mail, the relative confirmation of acceptance of the returned products.

Otherwise, the Company offers a paid repair service for the item, for info you can write to customer@elisendra.com

In the event of a positive return assessment, Elisendra® undertakes to ship the replacement item within 3 working days of receiving the returned item at the company.

Delivery times are the same as indicated in the product data sheets of the articles, i.e

say 24/48 working hours for Italy (48 working hours for Puglia, Basilicata, Calabria, Sicily and Sardinia) and

between 3 and 5 working days for abroad.

If the item has to be shipped from Italy, the fee will be €9 (€12 if the item is shipped from

Puglia, Basilicata, Calabria, Sicily and Sardinia).

If the item will need to be shipped from overseas, the rate will be

of €30.

Reimbursement

The customer, if he wishes, can be reimbursed for the purchase of an item within 14 days of purchase.

Elisendra® undertakes to reimburse the customer within 14 days of delivery of the item to the company

question; the repayment times may vary according to the contractual conditions relating to the various

credit card or current account service providers you use.

In the case of an item purchased on SALE, no returns or exchanges are made.

If the item has to be shipped from Italy, the fee will be €9 (€12 if the item is shipped from

Puglia, Basilicata, Calabria, Sicily and Sardinia). If the item will need to be shipped from overseas, the rate will be

of €30.

Coupon

The customer, if he wishes, can receive a coupon by mail, issued by Elisendra®, for an amount equal to

expense made for the purchase of an item that you will want to return to Elisendra®.

The coupon will be usable for the purchase of any item on https://www.elisendra.com, it will have

valid for one year and can be spent in a single transaction. The promo code on the coupon

it can be inserted on the 'Cart' or 'Check Out' page, at the customer's discretion.

Elisendra® undertakes to issue the coupon to the customer within 14 days of delivery of the item to the company

in question;

In the event of a request to issue coupons for an item that is part of an order subject to specials

promotions (discount upon reaching certain spending thresholds, discounts on the third item purchased, e

similar), the value of the coupon will be subject to the recalculation of the promotion on the items of the same order

not returned.

If the item has to be shipped from Italy, the fee will be €9 (€12 if the item is shipped from

Puglia, Basilicata, Calabria, Sicily and Sardinia). If the item will need to be shipped from overseas, the rate will be

of €30.

Important: If there is a need to return more than one item, the customer will have to go through the return procedure

individually for each item, choosing for each of them the desired return method (which can

therefore be different for each individual item) and send the items in a single package and in a single

shipping