Informativa sui rimborsi
Thank you for shopping at thebentobuzz.shop.
This Return and Refund Policy explains the procedures applicable to cancellations, statutory withdrawal requests, product returns, refunds and claims concerning damaged, defective, incorrect or non-conforming products.
Nothing in this policy limits or excludes mandatory consumer rights under applicable Italian or European Union law.
For assistance:
Email: info@thebentobuzz.shop
Statutory Right of Withdrawal
If you are a consumer purchasing qualifying goods online, you generally have the right to withdraw from the purchase contract within 14 days after receiving the goods, without having to provide a reason.
Where a single order contains multiple goods delivered separately, the applicable withdrawal period will be calculated according to the rules required by applicable consumer law.
To exercise the right of withdrawal, you must communicate your decision clearly before the applicable withdrawal period expires.
You may contact us at:
Your communication should contain sufficient information to identify the relevant order.
For efficient processing, we recommend providing:
- Your full name;
- Order number;
- Email address used for the order;
- Product or products concerned; and
- A clear statement that you wish to withdraw from the purchase.
A particular form of wording is not required where applicable law permits another unequivocal statement of withdrawal.
Return Deadline After Withdrawal
After notifying us that you are exercising the statutory right of withdrawal, you must return the relevant goods without undue delay and, where required by law, no later than 14 days after notifying us of your withdrawal.
Return instructions will be provided in response to your request.
Customers should not send a return to an address obtained independently from a parcel label, carrier record or third-party website unless we have confirmed that address for the return.
Condition of Returned Goods
You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would normally be permitted to inspect a product in a physical retail store.
You may be responsible for any reduction in the value of goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Where reasonably possible, returned goods should include the accessories and documentation supplied with the product.
We do not use packaging requirements to eliminate a statutory withdrawal right where such a right applies by law.
Return Shipping Costs for Change-of-Mind Withdrawals
For an ordinary statutory withdrawal where the goods are not defective, damaged, incorrect or non-conforming, the customer is responsible for the direct cost of returning the goods, except where applicable law requires otherwise or where we expressly agree to bear that cost.
EU consumer guidance permits the consumer to bear the direct return cost for a withdrawal where the consumer was properly informed of that responsibility before purchase.
We therefore recommend using a tracked shipping service and retaining proof of dispatch.
Defective, Damaged, Incorrect or Non-Conforming Goods
The statutory withdrawal procedure is separate from your legal rights concerning products that are defective, damaged, incorrect or otherwise non-conforming.
If you receive a product that:
- Is defective;
- Arrives damaged;
- Is materially different from its description;
- Does not correspond to the product ordered;
- Is missing essential components;
- Does not possess characteristics that were agreed; or
- Otherwise fails to conform to the sales contract,
please contact:
Where reasonably possible, provide:
- Your order number;
- A description of the problem;
- Photographs showing the problem where helpful; and
- Any other information reasonably necessary for us to investigate.
Where the goods are legally non-conforming, mandatory remedies may include repair or replacement free of charge and, where the legal conditions are satisfied, an appropriate price reduction or termination/refund. EU consumer rules provide a minimum two-year legal guarantee for consumer goods.
Reasonable return costs required for a valid defective or non-conforming goods claim will not be imposed on the consumer where applicable law requires the seller to bear those costs.
Products Damaged During Delivery
The trader remains responsible for goods during delivery until responsibility passes to the consumer according to applicable law. EU consumer guidance specifically provides that the trader is responsible for damage occurring during the delivery process until the consumer receives the goods.
If your parcel arrives visibly damaged, please document the condition of the parcel and product as soon as reasonably possible and contact us.
Incorrect Products
If we send a materially different product from the one ordered, contact us at info@thebentobuzz.shop.
After verification, we will provide an appropriate remedy consistent with applicable law.
Missing Products
If an order contains multiple products and you believe one or more products are missing, please first review any shipment information because products may occasionally be dispatched separately.
If the entire shipment has been marked delivered but an item remains missing, contact us so that we can investigate.
Refunds Following Statutory Withdrawal
Where you validly exercise your statutory right of withdrawal, we will reimburse amounts required by applicable consumer law.
The reimbursement will generally include the price paid for the returned goods and, where legally required, the cost of the least expensive standard delivery option offered for the original order.
Because thebentobuzz.shop provides free standard shipping on all orders, no standard outbound delivery charge is ordinarily paid by the customer.
Where a customer has voluntarily selected an additional premium service for which an extra amount was charged, any amount exceeding the standard delivery cost may be treated according to applicable law.
Refund Timing
Where the statutory right of withdrawal applies, refunds will be made within the legally required period.
Applicable EU rules generally require reimbursement within 14 days after the trader is informed of the consumer's decision to withdraw, although reimbursement for goods may be withheld until the goods are returned or the consumer provides evidence that the goods have been sent back, where permitted by law.
Refund Method
Unless otherwise agreed where lawful, refunds will normally be made using the same payment method used for the original transaction.
The time required for a refund to appear after we have issued it may depend on the customer's bank, card issuer, payment processor or financial institution.
Order Cancellation Before Shipment
If you wish to cancel an order before it has been shipped, contact:
We will make reasonable efforts to process the cancellation.
However, because order processing may occur rapidly, we cannot guarantee that an order can be stopped after it has entered fulfilment.
If an order cannot be cancelled before shipment, any applicable statutory withdrawal rights remain unaffected.
Exchanges
Where practical, we may assist with replacements or exchanges.
However, availability of a replacement product, colour, size or variation cannot be guaranteed.
Where an exchange cannot reasonably be processed, the appropriate remedy may instead involve a return and refund, followed by a separate new order.
Statutory remedies for non-conforming goods remain unaffected.
Exceptions to the Statutory Right of Withdrawal
The statutory right of withdrawal does not apply to every type of product or contract.
Depending on the nature of the goods, exceptions may include, among others:
- Goods made to the consumer's specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Certain sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
- Certain sealed audio, video or software products after unsealing;
- Digital content supplied in circumstances where the consumer has expressly agreed to immediate performance and acknowledged the loss of the withdrawal right; and
- Other categories expressly excluded under applicable law.
EU consumer guidance recognises statutory exceptions including rapidly perishable products, made-to-order or clearly personalised goods and certain sealed products.
An exception will only be relied upon where it lawfully applies.
Promotional and Discounted Products
A product purchased at a promotional or discounted price does not lose applicable statutory consumer rights merely because it was discounted.
Where goods are faulty or non-conforming, mandatory legal remedies remain applicable.
Gifts
Where a product was ordered as a gift, refund processing will generally be connected to the original transaction and payment method unless another arrangement is permitted and agreed.
Refused Deliveries
Refusing delivery does not necessarily replace the requirement to make a clear withdrawal communication where such communication is required by applicable law.
If you wish to withdraw from your purchase, we recommend contacting us directly at info@thebentobuzz.shop.
Unauthorised Returns
Returns sent without contacting us may cause delays, particularly where goods are sent to an incorrect warehouse, supplier or logistics location.
For that reason, please contact us before returning goods so that appropriate instructions can be provided.
This procedure is intended to facilitate processing and does not eliminate mandatory statutory rights.
Abuse and Fraud
We may reasonably investigate suspected fraudulent return activity, including manipulation, product substitution, false claims or abusive payment disputes.
Nothing in this section permits us to refuse a legitimate statutory consumer claim.
Legal Guarantee
Consumer goods sold to EU consumers are subject to mandatory conformity protections.
EU consumer rules provide a minimum two-year legal guarantee protecting consumers when goods are faulty or do not correspond with what was advertised or agreed.
This legal guarantee operates separately from the 14-day right of withdrawal.
Contact
For withdrawal requests, returns, refunds or product-related concerns:
thebentobuzz.shop
Email: info@thebentobuzz.shop
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