Refund Policy
You can return an item within 30 days of delivery. This page explains the conditions, which products are excluded, how to send a return and when the money arrives.
1. The return period
You can return an item within 30 days of the day you receive it. This is our own commercial policy and it is longer than the 14-day right of withdrawal that the law gives consumers who buy at a distance; the two run side by side, and the statutory right is described in section 8 of our Terms and Conditions. After 30 days we can no longer offer a return under this policy, but your legal guarantee of conformity for faulty goods continues to apply for two years from delivery.
2. Condition of the goods
To be accepted, the item must be:
- complete, with all its accessories, cables, manuals and the original packaging;
- in the same condition in which you received it, apart from the handling needed to establish its nature, characteristics and functioning – the same handling you would be allowed in a shop;
- clean, and free of damage that was not there on delivery.
If the value of the goods is reduced because they were handled more than that, we may deduct that reduction from the refund and we will explain the deduction to you before we make it.
3. Goods that cannot be returned
- sealed goods that are not suitable for return for reasons of health protection or hygiene, once they have been unsealed after delivery, such as personal grooming items, mattress protectors and bedding sold sealed;
- goods made to your specifications or clearly personalised;
- goods that deteriorate rapidly or expire quickly;
- sealed audio, video or software media once unsealed;
- hazardous materials, and flammable liquids or gases.
These exceptions come from Article 16 of Directive 2011/83/EU. Where an exception does not apply, the right to return stands.
4. How to request a return
- Write to info@viamercader.com within 30 days of delivery. Please include the telephone number used for the order, the name and address on the parcel, the name of the product and the reason for the return. Photographs help, especially for a damaged item.
- We reply within one business day with the return address and the instructions. Do not send the parcel before receiving that address, and do not send it to the registered office: it is an administrative address and the parcel will not reach the warehouse.
- Pack the item in its original packaging, with a note inside stating the order telephone number, and hand it to the carrier. Keep the proof of dispatch and, if the item is valuable, use a trackable service.
5. Who pays the return shipping
If you return an item because you changed your mind, the cost of returning it is yours, and it is not refunded. If the item arrived faulty, damaged or different from the one ordered, we pay the return cost and we organise the collection.
6. Refunds
Once the returned item reaches us we inspect it and tell you by email whether the return has been accepted. If it has, we refund within 14 days, and in any case no later than 14 days from the day we receive the goods or the proof that you dispatched them, whichever is earlier.
The refund is paid through the same means used for the payment. When the order was paid in cash to the courier there is nothing to reverse, so we ask you for an IBAN and we make a bank transfer to the account holder’s name. We do not refund to a third party’s account.
The refund covers the price of the goods. Where you withdraw within the statutory 14 days, it also covers the standard delivery cost you paid, in accordance with Article 13 of Directive 2011/83/EU; it does not cover the extra cost of a faster delivery you chose, and it does not cover the cost of sending the goods back.
7. Faulty, damaged or wrong items
Write to info@viamercader.com with a photograph of the item and of the packaging, as soon as you notice the problem and, for visible transport damage, within 48 hours of delivery. We replace the item or refund it in full, including the delivery cost, and we pay for the collection. This is separate from the return described above and it does not affect the two-year legal guarantee of conformity.
8. Late or missing refunds
Bank transfers usually appear within a few working days, but the timing depends on your bank. If the refund has not arrived within ten working days of our confirmation email, check the account again, then contact your bank, then write to us: we will send you the transfer reference so that your bank can trace it.
9. Exchanges
We exchange an item when it arrived faulty, damaged or wrong. If you would prefer a different model or a different size, the simplest route is to return the item under this policy and place a new order.
10. Contact
Nana lab s.r.l.
Corso Vittorio Emanuele II 44
10123 Torino, Italy
Email: info@viamercader.com – we reply within one business day, Monday to Friday.