Returns and Refunds
Right of withdrawal
If you buy as a consumer (that is, without providing a VAT number for the invoice), you have the right to withdraw from the contract, without giving any reason and without any penalty, within 14 calendar days from the day on which you, or a person indicated by you other than the carrier, receive the products. If the order contains several products delivered separately, the 14 days run from the delivery of the last product.
The right of withdrawal does not apply to purchases made for professional purposes (orders with a VAT number).
How to withdraw
Before the 14 days expire, inform us of your decision to withdraw by an unequivocal statement, in one of the following ways:
- e-mail to ordini@lafataeildrago.com
- certified e-mail (PEC) to lafataeildrago@pec.it
- registered letter to: la Fata & il Drago di Gennari Niccolò, Viale Aurora 33, 30028 Bibione (VE), Italy
You may use the withdrawal form at the bottom of this page, but it is not obligatory.
Returning the products
Send the products back within 14 days from the day you informed us of your withdrawal, to this address:
la Fata & il Drago di Gennari Niccolò, Via Egeria 1, 30028 Bibione (VE), Italy
Return shipping costs are always borne by the customer. Please pack the items carefully, especially statues, which are fragile, and use a tracked shipping service.
Products must be returned intact, complete with all their parts and any certificates and, if possible, in their original packaging. You may handle them as you would in a shop to establish their nature and characteristics; however, if a product is returned damaged or with a diminished value resulting from other handling, we may deduct the diminished value from the refund.
Refund
Within 14 days from receiving your withdrawal notice we will refund all payments received from you, including the standard delivery costs of the order. We do not refund supplementary costs arising from a more expensive delivery method chosen by you, nor any shipping insurance or cash-on-delivery fee.
The refund is made using the same means of payment used for the purchase, unless otherwise agreed, at no cost to you. We may withhold the refund until we have received the products back or until you have supplied proof of having sent them back, whichever is the earliest.
Exceptions
The right of withdrawal does not apply to products made or personalised to your specifications and, for hygiene reasons, to jewellery worn in contact with the body (for example earrings) supplied sealed and unsealed after delivery, as provided by art. 59 of the Italian Consumer Code.
Damaged products or lost parcels
Please check the parcel on delivery: if the packaging is visibly damaged, sign "subject to inspection" and describe the damage. If an item arrives broken or the parcel does not arrive, write to us as soon as possible at ordini@lafataeildrago.com, attaching photos of the product and of the packaging.
For consumer purchases the risk of transport is borne by us until delivery: in case of damage or loss in transit we will offer you a replacement, if available, or a refund. The optional shipping insurance is still available and speeds up the claim with the carrier, but it is not required to obtain a replacement or a refund.
Legal guarantee of conformity
All products are covered by the 2-year legal guarantee of conformity from delivery (art. 128 and following of the Italian Consumer Code). In case of a defect please contact us at ordini@lafataeildrago.com.
Our customer service is available for any question.
Withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: la Fata & il Drago di Gennari Niccolò, Viale Aurora 33, 30028 Bibione (VE), Italy – ordini@lafataeildrago.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: ……………………
Ordered on …………………… / received on ……………………
Name of consumer(s): ……………………
Address of consumer(s): ……………………
Signature of consumer(s) (only if this form is notified on paper): ……………………
Date: ……………………