Returns and Refunds

Right to cancel

1. Pursuant to Article 52 of Italian Legislative Decree 206/2005, as amended by Italian Legislative Decree 21/2014, the Client may withdraw from the Conditions and therefore from the purchase agreement for any reason, without need for an explanation and without incurring any penalty, within 14 (fourteen) working days from the date of receiving the products.  

2. In order to exercise the right to cancel set out in the preceding Clause 5.1, the Client shall send notification to FiloBlu within the time limits indicated to the following email address customercare@lamartina.eu or by means of the form provided for that purpose on the Website.

Registered users can access the "Return" section of their user dashboard and manage return requests.

Unregistered users must complete the form at one of the following addresses:

GERMANY: https://www.lamartina.com/de_en/guest/order/
UK: https://www.lamartina.com/uk/guest/order/
SPAIN: https://www.lamartina.com/es_en/guest/order/
BELGIUM: https://www.lamartina.com/be/guest/order/
SWITZERLAND: https://www.lamartina.com/ch_en/guest/order/
CZECH REPUBLIC: https://www.lamartina.com/cz/guest/order/
RUSSIA: https://www.lamartina.com/ru/guest/order/
UNITED ARAB EMIRATES: https://www.lamartina.com/ae_en/guest/order/
USA: https://www.lamartina.com/us/guest/order/
REST OF THE WORLD: https://www.lamartina.com/row_en/guest/order/
POLAND: https://www.lamartina.com/pl/guest/order/
ROW EU: https://www.lamartina.com/mnb_en/guest/order/

3. In the event of cancellation, the Client shall return the products to FiloBlu at the Client's expense within 14 (fourteen) days of said cancellation:

For all packages sent from the European Union the shipping address is:

LM EUROPE SA – c/o MULTISPED INT. SPEDITION GMBH Textil-Logistik-Zentrum, Güttinger Str. 35 - 78315 Radolfzell – Germania.

For all packages sent from countries outside the European Union, which pass through customs, the shipping address is: 

LM EUROPE SA – c/o MULTISPED INT. SPEDITION GMBH Textil-Logistik-Zentrum, Güttinger Str. 35 - 78315 Radolfzell – Germania.

The goods must be returned intact, complete in all their parts and in their original packaging (envelopes and packaging), having been kept and used only for the time strictly necessary to establish and verify their condition, features and size, in accordance with normal diligence, there being no signs of wear or dirt and in compliance with the following conditions:

  • the right to cancel may be applied to the purchased product as a whole; it is not in fact possible to return only part of the purchased product (for eg., accessories, complementary items, etc.);
  • in order to cancel, the product must be complete and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessories: labels, cards, tags, seals, etc.);
  • transport expenses (and any customs duty, if applicable) arising from the return of the goods shall be borne exclusively by the Client. 
  • until confirmation of receipt by the warehouse indicated by La Martina is given, liability for transport shall be borne solely by the Client;
  • should the goods be damaged in transit, FiloBlu shall notify the Client, in order that the Client may promptly lodge a complaint against the courier that was used and obtain appropriate compensation; the product shall then be made available to the Client, at the same time as cancelling the request for termination;  
  • La Martina shall not be liable in any way for damage, theft or loss that occurs during or as a result of a shipment made for the purposes of returning goods.

4.  FiloBlu shall arrange to refund the Client for the whole amount paid, net of consignment charges incurred and any customs duty paid for importation, within 14 (fourteen) days from the date of cancellation, by transferring the debited amount, via the same payment method used by the Client for the initial transaction, unless otherwise agreed. In any case, the Client shall not bear any expenses incurred as a consequence of said refund. FiloBlu may withhold the refund until the returned product is received or until such time as the Client can prove that the product has been properly dispatched, whichever is sooner.

5. In any case, the Client shall forfeit the right to cancel should FiloBlu discover any of the following:

  • that the returned product and/or its accessories, and/or its packaging are not intact;
  • that the product is without its external package and or the original internal packaging;
  • that the product is missing some of its integral parts and/or accessories (for eg., fastenings, ties, buckles, etc.).

Should the right to cancel be forfeited, FiloBlu shall arrange to return the purchased product to the sender, debiting the shipping costs from the same and, if already refunded, the price of the product.

 

 

RETURN OPTIONS

You may choose between Facilitated Return or Autonomous Return.

5. If you have selected the following option:

a) Easy Return: You will be sent an email confirming your return request with the associated RMA (return merchandise authorisation) number: we ask you to print it and insert it in the package. In a second email you will receive the pre-filled DHL return label, to be affixed to the parcel and the instructions to book the courier in charge of the collection. The return is not free of charge and the shipping cost will be deducted from your refund.

b) Return on your own: Within 1-2 working days you will receive a return authorisation e-mail from our Customer Care with the address of the warehouse to which you will return the goods and the associated RMA (return merchandise authorisation) number: we ask you to print it out and insert it in the package. You can then choose the courier to whom you wish to entrust the return shipment.

Please note that both the easy return and standard return are not free of charge. If you opt for the Easy Return and use our DHL label, the shipping cost will be deducted from your refund.


REFUND

As soon as your return will be delivered to our warehouse, the Quality Control Department will carry out the appropriate checks. In case of a positive result, we will send you an email to confirm the return and refund timing.

The refund will be completed on the same payment method used to confirm the order within 14 days since the receipt of the goods

You will be credited for the price of the purchased products. LA MARTINA does not allow goods' exchanges, but will refund the cost of the returned items. If you wish to change the items, you will have to register a new order.

Please also note that the technical time required to obtain a refund depends on the internal procedures of your credit institution.

Return for faulty or incorrect product

In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what in legal terms is defined as "a product that complies with the agreement"

LA MARTINA is committed to provide high quality products and services. If, for any reason, you have a complaint about a product purchased online (in case of defective and/or non-conformity), please contact our Customer Care.

Please provide all the necessary information, including, the related order number and pictures with the labels of the product that you received

Before sending the goods back we kindly ask you to wait for a reply from our Customer Care that will deal with your claim as soon as possible

In the event of a defective or non-conforming product, LA MARTINA will organize a pick up for the product at its own expense