Refund policy

This Notice distinguishes between (A) the purchase of physical products and (B) distance contracts for shoe repair services. The mandatory rights provided for by the Consumer Code always remain applicable.

A. PHYSICAL PRODUCTS

1. 14-day right of withdrawal

If you purchase as a consumer, you have the right to withdraw from the contract without giving any reason within 14 days from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods. If a single order includes multiple goods delivered separately, the period begins on delivery of the last good, in the cases provided for by law.

2. How to exercise the right of withdrawal

To exercise your right of withdrawal within the applicable period, you may use the online “Withdraw from the contract here” function available on the website, or send an unequivocal statement to info@carusocalzolaio.com or to Via II Boschetto 4, 71015 San Nicandro Garganico (FG), Italy. You may also use the model form provided at the end of this Notice, but this is not mandatory.

If you use the online withdrawal function, you will receive, without undue delay, electronic confirmation of receipt of the withdrawal statement, containing the information necessary to document the exercise of the right of withdrawal.

3. Return of the goods

After notifying us of your withdrawal, you must return the goods without undue delay and in any event within 14 days of notifying us of the withdrawal, unless Caruso Calzolaio offers to collect them directly. The return address is: Caruso Michele – Caruso Calzolaio, Via II Boschetto 4, 71015 San Nicandro Garganico (FG), Italy.

Unless Caruso Calzolaio has expressly agreed to bear them or has failed to inform you of the obligation, the direct costs of returning the goods are borne by the consumer. Any return instructions or labels provided by Caruso Calzolaio do not alter the mandatory rights provided for by law.

4. Condition of the goods and diminished value

You may examine and handle the goods only to the extent necessary to establish their nature, characteristics and functioning, as you would reasonably be allowed to do in a shop. You are responsible for any diminished value resulting from handling beyond what is necessary for this assessment.

The absence of the original packaging or tags, or simply opening the packaging, does not automatically eliminate the statutory right of withdrawal; however, these circumstances may be relevant when assessing any diminished value, where applicable.

5. Refunds after withdrawal

In the event of a valid withdrawal, we will refund the payments received for the goods, including any standard delivery charges paid for the order, without undue delay and in any event within 14 days from the day on which we are informed of the decision to withdraw. We are not required to refund any additional costs resulting from choosing a type of delivery other than the least expensive standard delivery offered.

The refund will be made using the same payment method used for the initial transaction, unless expressly agreed otherwise, and without any costs charged to you. For sales of goods, we may withhold the refund until we have received the goods or until you provide proof that you have returned them, whichever is earlier.

6. Exceptions to the right of withdrawal

The right of withdrawal does not apply in the cases expressly provided for by law. For products sold by Caruso Calzolaio, the exception for goods made to measure or clearly personalised may be relevant, for example. This exception applies only when the goods are actually made according to individual specifications or clearly personalised and the relevant information is provided before purchase.

The fact that a product is on sale, part of a promotion or purchased at a discount does not, in itself, eliminate the statutory right of withdrawal.

7. Defective or non-conforming products: statutory guarantee

The right of withdrawal is separate from the statutory guarantee of conformity. For new goods sold to consumers, Caruso Calzolaio is liable for defects of conformity that exist at the time of delivery and become apparent within two years of delivery, within the limits and according to the rules of the Consumer Code. The remedies provided for by law include, first and foremost, repair or replacement free of charge and, in the cases provided for, a price reduction or termination of the contract.

To report a defective or non-conforming product, contact us at info@carusocalzolaio.com, stating the order number and, if useful, attaching photographs. This Notice does not limit the rights provided for by the statutory guarantee.

B. ONLINE SHOE REPAIR SERVICES

8. When the repair contract is formed

A simple request for a quotation or the submission of photographs does not create any payment obligation. The repair contract is formed when Caruso Calzolaio communicates the proposed work, the total price and any transport conditions, and the customer accepts the proposal through the indicated process, normally by confirming and paying for the repair.

9. Right of withdrawal for services

If you purchase as a consumer, the withdrawal period for a service contract is 14 days from the conclusion of the contract. You may exercise it using the same methods indicated above, including the online “Withdraw from the contract here” function.

10. Request to start the repair during the 14-day period

If you expressly request that the repair begin before the expiry of the 14-day period, Caruso Calzolaio may start the work during the withdrawal period. If you subsequently withdraw before the service has been fully performed, a proportional amount may be due for the work already completed up to the time the withdrawal is communicated, in accordance with the law.

When the paid service has been fully performed, the right of withdrawal may be lost if performance began with your prior express request and with your acknowledgement that, once the service was completed, you would lose the right of withdrawal.

11. Changes identified after receipt of the footwear

Final assessment may require physical examination of the footwear. If, after receipt, additional work, conditions not visible in the photographs or significant price changes come to light, we will not perform additional paid work without informing you of the change and obtaining your acceptance.

12. Complaints regarding the work

If you believe that the repair does not correspond to the agreed work or presents a problem, contact us promptly at info@carusocalzolaio.com. We will assess the complaint and propose the appropriate remedy in accordance with the contract and applicable law. No provision of this Notice limits the mandatory rights of the consumer.

13. Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. You may also use the online “Withdraw from the contract here” function or any other unequivocal statement.

To: Caruso Michele – Caruso Calzolaio, Via II Boschetto 4, 71015 San Nicandro Garganico (FG), Italy – info@carusocalzolaio.com
I/we (*) hereby notify you of my/our (*) withdrawal from my/our (*) contract of sale of the following goods / for the provision of the following service: ______________________
Ordered/concluded on (*) / received on (*): ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Order/contract number (if available): ______________________
Date: ______________________
Signature (only if this form is submitted in hard copy): ______________________
(*) Delete as appropriate.