Returns

RETURNS AND RIGHT OF WITHDRAWAL

Consumer Customers have the right to withdraw from their purchase as provided for by applicable regulations and under the conditions indicated on this page.

CHENZO grants the Customer a period of 15 days from receipt of the order to communicate their intention to make a return.

RETURN REQUEST

To request a return, the Customer must send a communication to the e-mail address eshop@chenzo.it, indicating:

• order number;
• name and surname of the order holder;
• item or items to be returned;
• reason for return (if applicable).

Once the request is received, CHENZO Customer Care will provide the Customer with the necessary instructions to proceed with the return.

CONDITION OF RETURNED PRODUCTS

Products must be returned in the same condition in which they were received.

In particular, items must be:

• intact;
• unworn, except as strictly necessary to verify their nature, characteristics and fit;
• unwashed;
• unaltered or undamaged;
• complete with all original labels;
• complete with any accessories;
• returned, where applicable, with the original packaging.

Any tags, security seals or other systems applied to the product must not be removed or tampered with beyond what is necessary for the normal inspection of the item.

The Customer is responsible for any decrease in the value of the product resulting from handling other than that necessary to establish its nature, characteristics and function, as provided for by applicable regulations.

RETURN SHIPPING

Except in the case of a defective, non-conforming, incorrect product or other cases where applicable regulations provide otherwise, return shipping costs are borne by the Customer.

The return must be sent to:

CHENZO S.r.l.
Traversa II Detta Casillo 6
80144 Napoli (NA)
Italia

The Customer is responsible for the correct preparation and shipping of the package until its delivery to CHENZO.

It is therefore recommended to use a trackable shipping service and to keep the relative receipt and tracking number until the return procedure is concluded.

RETURN VERIFICATION

Once the package is received, CHENZO will proceed with the verification of the returned items.

If the product shows signs of use, washing, damage, alteration, tampering or a decrease in value attributable to handling exceeding that necessary to verify its nature, characteristics and function, CHENZO may apply what is provided for by current legislation.

REFUNDS

Once the return has been received and the required checks have been completed, CHENZO will proceed with the refund according to the terms and conditions provided for by applicable regulations.

The refund will normally be made using the same payment method used for the purchase, unless otherwise agreed with the Customer or due to different technical necessity.

This principle also applies to purchases made through the payment services available at checkout, including, where used, PayPal, Klarna, and Scalapay.

The time required for the refund to actually be available may vary depending on the bank, card circuit or payment service provider used.

INCORRECT, DEFECTIVE OR NON-CONFORMING PRODUCTS

If the Customer receives an incorrect, damaged, defective product or one that does not conform to the order, they must contact CHENZO at eshop@chenzo.it, indicating the order number and providing information and, where useful for evaluation, photographs of the product received.

The request will be managed separately from a normal return for reconsideration and in accordance with applicable legislation regarding the legal guarantee of conformity.

SIZE, COLOR OR ITEM EXCHANGE

If the Customer wishes a different size, color or item, they may return the product according to the prescribed procedure and, unless otherwise indicated by Customer Care, place a new order on the website.

The availability of the new item cannot be guaranteed until the relative order is concluded.

CONTACTS

For inquiries regarding returns and refunds:

CHENZO S.r.l.
Registered office: Traversa II Detta Casillo 6, 80144 Napoli (NA), Italy
VAT number: 06956681214
E-mail: eshop@chenzo.it