Although the percentage of defects in the delivered products is low, it is good to know that we will resolve any problems without delay and in a satisfactory manner. It is in our interest to resolve everything as quickly as possible, so don’t worry about having to wait longer than necessary to resolve the problem (usually everything is resolved within 14 working days from the moment the goods arrive at our warehouse).
WHEN CAN I FILE A COMPLAINT?
However, we are not responsible for any new defects, especially if they were caused by improper use. For used products, we are not responsible for defects corresponding to the degree of use or wear of the products themselves at the time of delivery. In the case of products for which the usability period is indicated, we are also responsible for the fact that the products are suitable for use during this period. Please note that the sensitivity or allergic reactions to the delivered products cannot in themselves be considered a defect of the products themselves. Likewise, product defects cannot be considered deficiencies in gifts and other free services provided together with the ordered product. The images of the products in our virtual store are illustrative and are not a binding representation of the characteristics of the products (for example, the packaging may vary due to the change of packaging by the manufacturer).
WHAT ARE MY RIGHTS AT THE TIME OF COMPLAINT?
For the defect of a product, we can agree together a compensation in the form of a voucher.
In addition, you have the right to request removal of the defect by replacement delivery or repair. If such removal of the defect is impossible or inappropriate for us, you are entitled to request a discount on the purchase price. In this case, you can keep the product and we will refund part of the purchase price. At the same time, you can also withdraw from the purchase agreement. In this case, you can send the product back to us and we will refund the full purchase price.
HOW DOES THE COMPLAINT COME UP?
In case of withdrawal from the sales contract or a complaint, please send the goods to the following address:
CLOE ‘SAS Viale Marconi 39 – 55049 Viareggio Lucca Italy
On the progress of the complaint, in particular on its acceptance, processing or refusal, you will be informed in writing, via e-mail or SMS. We can also contact you by phone.
We will decide on the complaint without delay. As a rule, the resolution of a complaint, including the removal of the defect, does not take more than 30 days. Otherwise, you have the right to withdraw from the purchase agreement. To meet this deadline, it is essential to provide the necessary collaboration.
For any questions regarding complaints, contact us to the e-mail address firstname.lastname@example.org or to the telephone number +39 0584/332410.
We will give you all the information.