If you find a defect or non-conformity in the product, we will replace the defective item with the same product ordered.
To start the return procedure, contact our Customer Service at info@equiasa.it, indicating a description of the defect found, photographic documentation, and your EquiASA.it order number. Our Customer Service will provide you with all necessary instructions to complete the return.
It is essential that the goods are returned in their original packaging, properly protected for transport, and that they have not been assembled or used. Returns of goods sent back in unsuitable conditions will not be accepted.
Within 5 business days from receipt of the returned product at our warehouse, we will examine its condition and, if suitable, send you Return Authorization. We will replace the product without any shipping charges, according to product availability times. If the replacement product is no longer available, we will refund the amount paid, excluding shipping costs, using the same payment method used for the purchase.
Upon delivery, we recommend noting on the delivery document “goods accepted with reservation” and clearly specifying whether the damage concerns the packaging (parcel) or if visible damage to the package is present. Do not use the wording “goods intact,” as this declaration would void the reservation, implying that the parcel was received in perfect condition and no claim for damage could be initiated.
If you notice evident damage to the goods themselves, you must refuse delivery. In this case, the parcel will be returned to the sender and we will handle the claim directly with the shipping company.
If you notice damage to the product or packaging after opening the parcel, you must report it within 3 business days from delivery by sending a communication to our Customer Service at info@equiasa.it, including a detailed description of the damage and photographic documentation. Also include the order number to facilitate handling of the claim.
Once your report is received, we will initiate the claim with the shipping company and, if the product is damaged, we will replace it. If the damaged product is no longer available, we will issue a refund of the amount paid, excluding shipping costs. Shipping costs for returning the damaged product will be borne by us.
If for any reason you are not satisfied with the purchased product, you may exercise your right of withdrawal by requesting a refund and returning the item. To start the procedure, contact EquiASA Customer Service at info@equiasa.it within 14 days from the delivery date. You will receive confirmation of withdrawal from our Customer Service, which will provide instructions for returning the product at your expense.
The product must be returned within 14 days from notification of withdrawal, in its original packaging, intact and properly packed for transport. It is recommended not to assemble or install the product before returning it. Returns will not be accepted for products that are damaged, without original packaging, altered by detergents or additives, missing parts, or damaged as a result of assembly or use.
If the right of withdrawal is exercised correctly, within 5 business days from receipt of the returned product we will verify its condition and proceed with refunding the amount paid, excluding shipping costs, using the same payment method used for purchase.
The right of withdrawal cannot be exercised for:
– Customized or made-to-measure products, including items modified such as the addition of plates or labels.
– Customers purchasing with a VAT number.
– Products returned without original packaging or with any missing parts compared to the original package.
– Resolution Times: We will promptly inform you regarding the resolution of your return or claim. For replacements, timing depends on product availability, while for refunds we will send confirmation as soon as the procedure is completed.
– Return Costs: For withdrawal requests, shipping costs are borne by the customer. In the case of defective or damaged products, return shipping costs will be borne by us.
For further information or assistance, do not hesitate to contact us by email at info@equiasa.it.
