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 TWS - Via Philips, 12 - 20900 Monza (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.
Returns for damaged, defective, or incorrect items
In the event of defects or non-conformities, you will be entitled to have the Product restored to conformity, through repair or replacement, or alternative remedies in the cases expressly provided for by Legislative Decree n. 206/2005 (Consumer Code).
If you have received a damaged, non-conforming, defective or incorrect product, you can request the repair, replacement or refund of the item. Pursuant to and for the purposes of the European Directive 771/2019 / EC and the Consumer Code, the products you have purchased are covered by the legal guarantee of conformity, which covers conformity defects of the products for a maximum period of 24 (twenty-four) months from their delivery , it being understood that your action to assert the aforementioned lack of conformity will expiry in any case within the term of twenty-six months from delivery.
To request a refund, follow the instructions indicated in the previous paragraph - "Return Request" - indicating as the specific reason "Damaged, non-compliant or incorrect product" and attaching one or more images of the item in question, in which the defect is clearly visible.
Once the procedure has been completed, you will receive a confirmation e-mail containing the return form and all the instructions to proceed with the shipment.
The authorisation to return the product will in no way constitute recognition of the non-conformities, the existence of which must be ascertained by us after the return.
We reserve the right to reimburse the defective item only after carrying out the appropriate quality checks, to verify the actual non-conformity of the returned product.
In the event that the non-conformity of the product is ascertained, we will refund you by the same payment method used for the purchase (credit card, prepaid card, PayPal, etc.) or by bank transfer.