Returns and refunds - Withdrawal
3.1. Except in the case of Personalised Products indicated not returnable, Customers may withdraw from the contract in respect of all or any Products ordered and request to return those Products within 14 days of the date of delivery of the Order. In the event that Products in an Order are delivered separately, the period of 14 days for a particular Product shall begin on the delivery date of that Product.
3.2. In order to exercise the right of withdrawal, Customers must follow the procedure set out in the Return Instructions stated on the website.
3.3. Provided that the Customer complies with the procedure set out in the Return Instructions, the courier appointed by SAPPHO shall collect (printed label included) the parcel containing the Products to be returned at no charge to the Customer. Returns shipped outside GR have a 20€ return shipping charge. This fee will be deducted from your original refund.`
Please note we accept one exchange shipment per purchase. Subsequent exchanges will be subject to shipping charges of 20€ per item.
3.4. If, on the other hand, the Customer does not comply with the procedure set out in the Return Instructions, the return costs and any liability for loss, theft, damage or delay in the return of the Products to SAPPHO shall be borne by the Customer.
3.5. The Customer may request the address that the Products must be returned to by contacting SAPPHO at the following email address: [email protected]
3.6. The Customer must return the Products which he/she has decided to return without undue delay and, in any case, within fourteen (14) days of the date that the Customer notifies SAPPHO that he/she wishes to return some or all of the Products.
3.7. Products must be returned in the same condition in which they were delivered and should be in their original packaging. The Customer must ensure that the Products are undamaged and complete, never been used or worn and returned in their original packaging, equipped with all the labels, tags and security tags, correctly attached in their original positions as they were received with.
3.8. SAPPHO shall check the packaging, labeling and condition of each Product returned, and that the Product has been returned in a manner that meets all of the conditions and requirements set out above.
3.9. SAPPHO reserves the right to reject the return of Products that appear to have been damaged, deteriorated, stained or appear to be in a condition that indicates that they have been used for purposes other than those which are strictly necessary for the Customer to ascertain the nature and features of the Product purchased.
3.10. In the event the return is rejected, SAPPHO shall send a specific notice to the Customer and shall consequently not proceed to credit the amount paid by the Customer, reserving the right to recover compensation for any damage attributable to the Customer.
3.11. SAPPHO shall refund any amounts due for the Products returned within seven (7) days of receiving the Products and verifying they are in the required condition.
3.12. The refund shall be made by crediting the amount paid by the Customer with the same payment method to the same card or account used for the purchase. SAPPHO is not responsible for the time required by financial institutions to process refunds.
3.13. SAPPHO shall confirm the refund to the Customer by email.
3.14. SAPPHO shall not be under any obligation to refund any delivery costs paid by the Customer in respect of the Products.
3.15. The return of Products under this section is only permitted in respect of purchases made on the Website.
3.16. SAPPHO will not be responsible for any delay or failure to perform or comply with its obligations under these Terms and Conditions if the delay or failure arises from any cause which is beyond SAPPHO’s reasonable control.