If for any reason the Customer is not satisfied with his purchase, he can return the purchased products within 14 days from the delivery date.
Once you receive your order, you still need to wait 24 hours to allow the delivery update in your personal account. Thereafter, you can proceed with your return request.
1. 24 hours after receiving the order, click here to access: → Login , click on "My Orders" and click on “New Return Request”. Select the order with the products you wish to return or replace, indicating the reason and the request.
2. On completing the procedure, you will receive a confirmation email containing the Return Form and the Return Materials Authorisation (RMA) number. Together with the Form, you will also receive the address of our warehouse which must be printed off and applied to the outside of the package.
If, for any reason, you wish to reprint the Return Form, you can download the form from the restricted area. Click on the "My Returns" area and select the RMA code from to open the request and click: Download the Return Form (PDF).
3. Products must be returned in the same condition they were received, i.e. in perfect condition, complete with all parts, unused, with the original packaging and any included manuals, and labels and tags still attached to the products. Returned products will be received and checked that they have been returned intact; to this purpose, it is highly recommended to use the original packaging of the products plus further protective packaging that will keep it intact and protect it from writing or labels.
4. Print off the Return form and include it in the box. Apply the address to the outside of the box.
5. Send returned products to: Triboo Digitale srl, c/o Arcese Trasporti S.p.a. - Via Groane, 6 - 20811 Cesano Maderno (MB) – ITALY
6. Shipping receipts must be kept for future reference.
In cases of Withdrawal Requests, the Customer may request to return the purchased products within 14 days from receiving the ordered products, following the instructions in the "Return Request" paragraph above, indicating the reason as "Withdrawal" along with the "Refund" request . Shipping costs are charged to the Customer who, during the returned products procedure, can choose to use our courier; in this case, the service costs will be deducted from the refund granted for the products and, at the end of the procedure, the Customer will receive an email with instructions on how to contact the courier and despatch the package. Please find our courier's return shipping costs in the chart below. If the Customer chooses to ship the returned products by another courier, the same is responsible for the products until they are received at our warehouse. To ensure the return products process is successful, we recommend using a means of shipping that has tracking options and also insuring the products in case they are misplaced.
Exchange of damaged, non-compliant or incorrect product
If the received products are damaged, non-compliant or incorrect, you may apply for a refund or replacement of the purchased products within 14 days from the date the order was received. To request a refund or replacement, simply follow the instructions provided in the "Return Request" paragraph above, indicating the reason (damaged, non-compliant, incorrect products), the type of request (refund or replacement) and attach one or more images of the product that clearly show the defect. On completing the procedure, you will receive a confirmation email containing the Return Form and relative instructions on how to proceed. We reserve the right to refund or replace damaged products after conducting all quality controls to assess actual non-conformities.
On ascertaining such nonconformity, we will effect a refund or replace the damaged product with an equivalent one. The Customer will receive a refund for the amount paid for the damaged product and the shipping costs initially paid at the time of purchase. On calculating the amount, the above refund will be effected using the same means of payment used to make the purchase (credit card, prepaid card, paypal etc) or by bank transfer. If the Customer wishes to exchange the product with an equivalent one, replacement may take place within 5 working days from the date it arrives at the warehouse, depending on available stock. Our Customer Care service will contact the Customer directly if no replacement products are available at the warehouse.