In the case of incorrect shipment on our part, therefore missing goods in the package or incorrect compared to what was ordered, the rest and the shipment of new goods are entirely at Gift and Lab's expense.
In the case of return without just cause, therefore by the will of the Customer, it is possible to return the goods within 14 days of purchase provided that all products are returned in their original packaging and conditions, unused and free of damage. The cost of returning the returned goods is equal to the shipping cost incurred for the return of the goods, or equal to the original shipping cost of the order, and is entirely borne by the Customer.
Some product categories cannot be returned, the complete list is shown in our General Conditions of Sale (link at the bottom of each page of the site).
To proceed with the return, the Customer must:
- access your personal area (link top right "Login");
- click on "Orders" in the menu on the left;
- click on the order for which you want to make a partial or total return;
- scroll down the middle of the page and select the products you want to return.
The boxes on the left corresponding to the products to be returned must be checked and the quantities must be indicated by selecting them from the drop-down menus present for each line; - finally, it is necessary to specify the reason (eg "product does not conform to expectations", "product found at a lower price", ...);
- to complete the return request it will therefore be sufficient to click on the "RETURN SELECTED PRODUCTS" button.
At this point the Customer will have to wait for an email from us approving the return request, then prepare the package to be delivered to the courier who will pass on our indication (we can contact the customer to arrange the collection). The return slip must also be included in the package, which can be printed by going to the "Product return" section of your reserved area. If the goods meet the return conditions, you will receive a refund by bank transfer or PayPal, net of the cost of returning the goods.
What our 5 return statuses mean:
- Waiting for confirmation: once the return request has been made, according to the indications above, it is necessary to wait for it to be accepted by the system, during this phase no action is required by the customer;
- Waiting for the package: once the return request has been accepted, the Customer must prepare the package by inserting the Return Bill (in case of lack of the Bill, the return is still valid but takes longer than I fear to be processed). We will send our courier to collect the package at the same address to which the package was originally delivered. We can also contact the customer to arrange the withdrawal, depending on the period and the amount of requests;
- Parcel received: this status confirms that the parcel has arrived at our warehouse and is ready to be checked by one of our representatives, during this phase no action is required by the customer;
- Return completed: this status closes the return procedure with a positive outcome, the goods are eligible for return and the Customer will receive a refund by bank transfer or PayPal, net of the cost of returning the goods;
- Return refused: this status closes the return procedure with negative results, the goods are not suitable for return. If the customer wants the goods to be returned, he must send his own courier to our warehouse.
At every stage of the return process we are available by telephone on 030 212 0229 or via WhatsApp, both active from Monday to Saturday from 9.00 to 19.00. Finally, by email at info@giftandlab.com.