RETURNS AND REFUNDS
InsideVenice offers a selection of the best products made by Venetian artisans. However, it is possible that a customer wishes to return a product, or to withdraw from the supply contract.
> > Here’s how to return an undamaged product and receive a refund.
DAMAGES
Each item travels with professional packaging made by industry experts who have been shipping glass all over the world for many years. Receiving a broken item is therefore a very rare event even if it can still happen given the nature of the product.
> > If you have opened your package and find the item already broken, consult the steps of the procedure necessary to return it to us and receive an intact one.
RETURNS AND REFUNDS
The right to return an intact product and to receive a refund:
InsideVenice considers the maximum satisfaction of its customers to be very important.
If a customer has changed their mind about a product received, you can return it in exchange for a full refund, credit or exchange of goods of your choice. The buyer can ask to return the item within 14 days from the date of receipt of the product, the shipping costs for the return are to be paid by the buyer
All products must be returned intact (without signs of wear, abrasions, nicks, scratches, deformations, etc.) complete with all their elements and accessories, accompanied by instructions/guarantees/notes/coupons and in the original packaging and packaging . If this is not the case, the customer will not be entitled to the refund, credit or exchange requested. These conditions are also valid in the event of an order error or a lack of conformity of the product.
How to make the return request:
In order to make a return, the following instructions must be followed:
1 – Make sure you have read the return acceptance conditions indicated above.
2 – Communicate the return request explicitly within 14 days of receipt of the product, by sending an email to [email protected].
3 – Wait to receive confirmation by e-mail of the start of the refund procedure.
4 – Using yours express courier, send the goods to the address of our office: InsideVenice c/o Insiders Srl – San Marco 2313, zip code: 30124 Venice (VE) – Italy. We suggest that you insure your package against any breakage of the goods or loss of the package during the return shipment.
5 – The return shipment must be delivered to us within 14 days of receipt of the return request.
Timing:
The returned product will be refunded, exchanged for another product or credited with the value for another purchase, within 14 days of the return request and following verification of the integrity of the product/packaging and compliance with the return conditions.
Refunds:
The customer will be refunded/credited for the full value of the returned product, excluding the original shipping costs. Return shipping charges and/or any customs duties or taxes are non-refundable. The currency of each transaction carried out by Insiders Srl is the Euro (€). The company is in fact based in Italy, a country of the European Community. Only payments in Euros (€) are accepted. The currency amount must therefore be calculated on the exchange rate of the day on which the refund is made. Any exchange risks are therefore borne by the customer.
The returned amount will be credited back to your customer’s credit card or credited to the customer’s PayPal account, or following a different agreement established by mail or post, credited by bank transfer to your current account that will be communicated to us.
Costs and responsibilities borne by the customer:
All shipping costs for the return of the returned product and/or any costs of customs duties or taxes, are fully charged to the customer. In case of damage to the goods during the return transport of the returned object, Insiders Srl will notify the Buyer of the incident (within the 5th working day from receipt of the goods in its warehouses), to allow him to promptly report report against the courier chosen by him and obtain reimbursement of the value of the asset (if insured); in this case, the product will be made available to the Buyer for its return, at the same time canceling the request for withdrawal.
Insiders Srl not responsible in any way for damage or theft/loss of goods returned by uninsured shipments; upon its arrival (in the warehouse), the product will be examined to assess any damage or tampering not caused by transport. If the package and/or the original packaging are damaged, Insiders Srl will deduct from the refund due a percentage, in any case not exceeding 10% of the same, as a contribution to the restoration costs.
DAMAGES
How to report a broken or damaged product received for its replacement/refund:
InsideVenice believes that yours maximum satisfaction and that of all other customers are very important. Receiving a broken item is a very rare event so even if it can still happen, you can return it and it will be replaced by InsideVenice with another intact. In the event that InsideVenice no longer has the same item, you will then be entitled at your choice to a credit of the same amount or a refund of its value.
You can report the item you received broken within 7 days from the date you received the product. After this deadline we will not be able to accept your return/refund request. The broken product received must be returned complete with all its parts, elements and accessories, accompanied by the instructions/guarantees/notes/coupons and in the original packaging and packaging. If not, you will not be entitled to a replacement, refund or credit. These conditions are also valid in the event of an order error or a lack of conformity of the product. If you’ve opened your package and find the item already broken, here’s what you need to do.
How to request a replacement/refund:
1 – Make sure you have read the exchange/refund conditions above.
2 – Photograph the broken product from at least 3 different angles by placing it inside and next to the packaging. Photograph it both in its full size and in the details where the breakage occurred. This allows us to evaluate any new packaging solutions to further reduce the probability of damage.
3 – Send us an email with the photos attached to the address [email protected], specifying in the subject “Break – Order code no. ………”. Indicate the code of the product to be returned in the text of the email. Within 24 hours you will receive in your e-mail the confirmation of the start of the replacement/refund procedure of the broken product.
4 – Enter the email received with the code, inside the package together with the product. Re-pack the broken item. Be careful to insert each piece of the broken product and also all the elements and accessories in the package, accompanied by the instructions/guarantees/notes/coupons and in the original packaging and packaging.
Timing:
The broken product will be replaced by sending you an identical product at our expense within a maximum of 30 days from receipt of the package with the returned product. If InsideVenice no longer has an identical product, you will be notified within 5 working days of receiving the package with the product returned to us, offering you a credit or a refund of the same value for the broken product.
Following your choice InsideVenice will credit or refund within 14 working days from receipt of the goods and in any case no later than 30 days from receipt of the communication.
Refunds:
You will be refunded/credited with the full value of the returned product. Shipping costs and/or any customs duties or taxes are non-refundable. The currency of each transaction carried out by Insiders Srl is the Euro (€). The company is in fact based in Italy, a country of the European Community. For payments in currencies other than the Euro (€), Insiders Srl returns the amount in Euro (€) anyway. The currency amount must therefore be calculated on the exchange rate of the day on which the refund is made. Any exchange risks are therefore borne by the customer.
The returned amount will be credited back to your customer’s credit card or credited to the customer’s PayPal account, or following a different agreement established by mail or post, credited by bank transfer to your current account that will be communicated to us.
Costs to be paid by the customer:
All shipping costs for the return of the broken product and/or any costs of customs duties or taxes, are fully charged to the customer.