Refund Policy

Right of return

DULÂME guarantees the right to withdraw from the purchase contract if the purchased goods are damaged during transport or do not conform to what is shown on the website. To exercise this right, a communication must be sent by 15 days from the date of receipt of the goods ordered (as per Legislative Decree n.21 of 02/21/2014). A team of professionals will review the application and provide a response within 10 days of receiving all the data requested in the application. If the request is approved, DULÂME will resend a new product at your expense or refund you. The refund will only cover the product itself and shipping costs. No other refunds will be offered under any circumstances.

To whom it applies

The right of withdrawal is reserved only for natural persons, therefore excluding purchases made by resellers or by individuals who in any capacity purchase for resale to third parties.

What is it about

The consumer, in accordance with the provisions of the most recent Italian legislation (Legislative Decree 22/5/1999 n.185), has the right to withdraw from the contract within 30 days of receipt of the goods, returning the goods subject to the withdrawal to DULÂME, who will refund the price of the returned goods.

How it is applied

Before contacting Customer Service DULÂME, it is advisable to have the order number available. Send by email to: info@dulame.com containing a declaration of intention to exercise the right of withdrawal, indicating all the requested data (your order number and which products must be subject to withdrawal).

The right of withdrawal is however subject to the following conditions:

  • The purchased good must be substantially intact and unused
  • By law, shipping costs and any export taxes to Italy will be borne by the customer
  • Upon arrival at the warehouse, the goods will be examined to assess any damage or tampering (the substantial integrity of the returned goods is an essential condition for exercising the right of withdrawal) therefore we recommend maximum attention when preparing the package, for example by using the original packaging.
  • Pursuant to Legislative Decree. 6 September 2005 n.206, DULÂME does not guarantee the right of withdrawal for purchases of promotional products or through general or personalized discount codes.

Attention

It is advisable to use a courier or other suitable means for shipment to allow the traceability of the shipment. It is understood that DULÂME will not refund the goods subject to the withdrawal if it does not receive the relevant delivery.

EXCLUSION (Legislative Decree 22/5/1999 n.185)

There is no right of withdrawal for distance sales of tailor-made or personalized goods.

EXCLUSION (Legislative Decree 6/09/2005 n.206)

DULÂME may deny the right of withdrawal for products purchased on promotion or through general or personalized discount codes.

How the refund occurs

  • In the case of payment by card, the refund will be made by crediting the account directly
  • In the case of payment by bank transfer or on delivery, the refund will be made by crediting to an IBAN indicated by the counterparty

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