Returns
RETURNS AND RIGHT OF WITHDRAWAL
Customers who are consumers have the right to withdraw from their purchase as provided by applicable law and under the conditions set out on this page.
CHENZO grants the Customer a period of 15 days from receipt of the order to notify their wish to make a return.
RETURN REQUEST
To request a return, the Customer must send a message to the e-mail address eshop@chenzo.it, stating:
- the order number;
- the first and last name of the person who placed the order;
- the item or items to be returned;
- the reason for the return, if any.
Once the request has been received, CHENZO Customer Care will give the Customer the instructions needed 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 check their nature, characteristics and fit;
- unwashed;
- unaltered and undamaged;
- complete with all original labels;
- complete with any accessories;
- returned, where applicable, in 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 liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning, as provided by applicable law.
SHIPPING THE RETURN
Except in the case of a defective, non-conforming or incorrect product or other cases in which applicable law provides otherwise, return shipping costs are borne by the Customer.
The return must be sent to:
CHENZO S.r.l.
Traversa II Privata Casilli 8
80144 Napoli (NA)
Italy
The Customer is responsible for properly preparing and shipping the parcel until it is delivered to CHENZO.
We therefore recommend using a trackable shipping service and keeping the receipt and the tracking number until the return procedure is complete.
CHECKING THE RETURN
Once the parcel has been received, CHENZO will check the returned items.
If the product shows signs of use, washing, damage, alteration, tampering or a diminished value due to handling beyond what is necessary to check its nature, characteristics and functioning, CHENZO may apply what is provided by the law in force.
REFUNDS
Once the return has been received and the required checks completed, CHENZO will issue the refund in accordance with the terms and methods set out by applicable law.
The refund will normally be made using the same payment method used for the purchase, unless otherwise agreed with the Customer or technically necessary.
This principle also applies to purchases made through the payment services available at checkout, including, where used, PayPal, Klarna and Scalapay.
The time it takes for the refund to actually become available may vary depending on the bank, the card network or the payment service provider used.
INCORRECT, DEFECTIVE OR NON-CONFORMING PRODUCTS
If the Customer receives a product that is incorrect, damaged, defective or not as ordered, they must contact CHENZO at eshop@chenzo.it, stating the order number and providing the relevant information and, where useful for the assessment, photographs of the product received.
The request will be handled separately from an ordinary return for change of mind and in accordance with applicable law on the legal guarantee of conformity.
CHANGING SIZE, COLOUR OR ITEM
If the Customer would like a different size, colour or item, they may return the product following the procedure provided and, unless Customer Care indicates otherwise, place a new order on the site.
The availability of the new item cannot be guaranteed until the relevant order has been completed.
CONTACTS
For requests relating to returns and refunds:
CHENZO S.r.l.
Registered office: Traversa II Detta Casillo 6, 80144 Napoli (NA), Italy
VAT no.: 06956681214
E-mail: eshop@chenzo.it