Right of Withdrawal - Returns Policy – Refund Policy

In compliance with current European Union regulations, if the Buyer is a consumer (a natural person buying the goods for purposes not related to his/her professional activity), he/she has the right to withdraw from the contract for any reason, without any penalty and without the need to give an explanation, except in the case of certain types of Products which are expressly excluded and considering the limitations below.

In order to exercise the right of withdrawal, the Buyer must send a notification to Alkemy Srl within 10 working days from the date on which the Product was received. Such notification must be sent by registered mail with acknowledgement of receipt to the address

   Malo Store
   c/o Alkemy
   Via C. Tenca 14,
   20124 Milano

   or by e-mail (store@malo.it) within the aforementioned period of 10 days followed by another confirmation to be send STRICTLY within the next 48 hours by registered mail with acknowledgement of receipt. Once the withdrawal notification has been received, Store Malo Customer Service shall provide the Buyer as soon as possible with instructions on how to return the goods, which must be received by Alkemy Srl within 10 days from the return authorisation.

NOTE: No returned goods will be accepted unless instructions for their return have been notified to the Buyer.


The right of withdrawal is subject to the following conditions:

   - this right applies to the purchased Product as a whole; it is not possible to partially withdraw from the purchased Product (i.e. pieces, accessories, etc.);
   - all items must be returned in their original package, they must not have been used and the original labels must still be attached to them;
   - by law, shipping expenses related to the return of the Product shall be covered by the Buyer; the shipping process shall be under the Buyer’s sole responsibility, until a certificate of successful reception at our warehouse is issued;
   - in case the Product is damaged during transportation, Alkemy Srl shall notify it to the Buyer (within 5 working days upon reception of the goods at our warehouse), so as to allow the Buyer to file a complaint against his/her courier of choice as soon as possible and to obtain a refund equivalent to the Product value (provided it was insured); in that case, the Product shall be returned to the Buyer and the withdrawal request shall be annulled;
   - Alkemy Srl shall not under any circumstances be responsible for damages or theft/loss of goods returned by uninsured shippings;
   - after receiving the Product, it will be checked in order to assess any damages or tampering not related to transportation.

Alkemy Srl shall refund the Buyer the full amount paid within 30 days from the date on which the returned goods were received at our warehouse, either by cancelling the transaction amount charged to the credit card or by means of a bank transfer; in the latter case, the Buyer must provide as soon as possible the account information (IBAN code of the current account of the invoice holder).

The right of withdrawal shall be completely denied where the essential integrity of the Product (package and/or its contents) is not respected, should Alkemy Srl verify:
    - the lack of any Product elements (pieces, accessories...);

    - damages to the Product due to any causes other than transportation.

In case of termination of the right of withdrawal, Alkemy Srl shall send a notification by registered mail with acknowledgement of receipt; the Product shall be made available to the Buyer for a period of 30 (thirty) days from the date on which the registered mail was sent. Beyond that deadline, the Product shall be eliminated without further notice.

 

Defective or faulty products

All Products sold by Alkemy Srl are covered by a conventional manufacturer warranty and by a 24-month warranty for conformity defects. In order to receive warranty assistance, the Buyer must keep the invoice (or transport documents) received upon submission of the order.

The 24-month warranty shall apply to any Products having a conformity defect, providing the following conditions are respected:
    - the defect appears within 24 months from the delivery date;
    - the Buyer files a formal complaint within a maximum period of 60 days from the date on which he/she discovered the defect(s).

In case the defects or faults in the Products are confirmed by the Seller, all shipping and replacement expenses shall be paid by the Seller.

Refund shall be made within 10 working days from the reception of the Product by the Seller, either to the credit card or to the PayPal account which was used by the Buyer for the payment.