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Wantalo Return Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
This Returns Policy was last updated on August 16th, 2019.
We believe that you will be delighted with your Products but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible and these Terms do not affect your statutory rights.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Mail firstname.lastname@example.org or start a request.
1. GENERAL REQUIREMENTS
Before attempting to return an order you will need to contact our customer service team to request a returns authorization number. Without this number, it can be difficult to process your return meaning the process may take longer. Mail email@example.com or start a request. Our Policy lasts 20 days from the day on which you acquire, or a third party other than the carrier indicated by you acquires physical possession of the Product. If you receive our approval for a Return, then you have additional 20 days to Ship the items. A proof of shipment is required. Do not send your purchase back to us until instructed to. If you don’t comply with the above requirements, unfortunately, we can’t offer a refund or refunds.
To be eligible for a return:
- Your item must be unused and in the same condition that you received it. We cannot accept any item: not in its original condition, is damaged or missing parts for reasons not due to our error.
- Your item must be returned with any associated paperwork, packaging, or accessories, with any seal or shrink-wrap intact, with any labels still attached, and otherwise in a condition enabling us to sell the product as new.
- Your item needs to have the receipt or proof of purchase (successful payment).
The following kinds of products may not be returned under this policy:
- Perishable goods such as food, flowers, newspapers or magazines;
- toiletries and cosmetics; intimate or sanitary goods;
- hazardous materials, or flammable liquids or gases
- any product made to your specification – customized products;
- gift vouchers, free gifts or sales items
2. RETURN PROCESS
How to submit a request
- Visit our Returns Center. Enter your order number and email address and click Look Up;
- Select the items you want to return and upload pictures of your order;
- We will check your pictures and guide you through the whole process starting with a confirmation email, your request number (RMA) and other guidelines;
3. REFUNDS AND CANCELLATION
If you cancel an order, we will repay to you the price of the order without the costs of delivery and supplementary costs. If you cancel only part of an order, we will repay to you that part of the price which relates to the returned Products.
Orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled and you must contact us to start a return request.
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside the control of Wantalo (e.g. not cleared by customs, delayed by a natural disaster).
- free Gifts and Prizes are not refundable.
- if you received an item from Wantalo as a gift from someone else, you are not eligible for a refund. However, you may return your item for exchange or store credit.
You can choose to between receiving a refund or a replace:
- If the item has been approved for a Return.(*)
- If the item is faulty or damaged.
(*)When returning a product please also state whether you would like a refund or a replacement sent out (print our Return Label). You must obtain and send us a proof of postage. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy excluding the original delivery charges and excluding the costs of returning the product to us. We will usually refund any money received from you using the same method originally used by you to pay for your purchase unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods. We will process the refund due to you as soon as possible.
Products approved for a Return under this Return Policy must be sent along with the filled Return Form to: Wantalo Returns, c/o Wantalo, Corso Mazzini 53, 63813 Monte Urano, FM, Italy.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you receive our approval for a Return, then you have additional 20 days from the date on which you receive the Confirmation Email to ship the product. A proof of shipment is required (e.g. postal receipt, working tracking number, etc.). We will not refund any product shipped later than the above limit of time and without a proof of shipment.
Please fill the Return Form and include with your return. Failure to do this will delay your return being processed.
5. IMPROPER RETURNS
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product): (a) we will not refund or exchange the product; (b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and (c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
If we suspect you’re abusing the return policy (for example by returning products on multiple occasions or on a seasonal basis), we reserve the right to refuse your return and/or we reserve the right to terminate your use of the Service.
6. WANTALO ALO PROGRAM
Alo Points cannot be reapplied back to your Alo Account on a returned order but can be reapplied for a refunded order. Alo Points earned for a purchase that is then the subject of a return will remain deducted from your account in an amount equal to the points earned for the original transaction, including any bonus points that may be applicable. Alo Points earned for a purchase that is then the subject of cancellation, refund or declined credit card will be reapplied from your account in an amount equal to the points earned for the original transaction, including any bonus points that may be applicable.
If an item is exchanged (different size/product) any redeemed rewards on the initial purchase may be transferred to the exchange one (1) time only. The conditions to be eligible are at our discretion only. But we do not recycle rewards coupons from order to order or item to item.
Any discounts that are applied to the order, will be distributed equally to the applicable items in the order when completing a refund. Alo Points cannot be reapplied back to your Alo Account for any reason on a returned order.
Read full Wantalo Alo Program Policy to know more.
7. CONTACT US
As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights. Here at Wantalo we always strive to offer the very best customer support (pre and post sale) and we are always available to handle any problem that you may have with your order(s). You can always mail us at firstname.lastname@example.org and we will resolve the issue together.