RETURNS & CHANGES
M11 allows Customers the maximum term of 14 consecutive days to return any purchased goods. Purchases must be returned by mail to our office via courier, to:
M11 – SHOP & RESTAURANT
Via Madrara 11, Russi (RA) Italy
Phone: (+39) 347 873 4977
P. Iva 02436520395
In this case, the shipping costs of the return package will be charged to the Customer. Customers will be reimbursed only the price of products returned within 14 days from the day M11 receives the item, or receipt of proof of return shipment.
The products must be returned in the original packaging and in the same conditions in which they were originally sent: not worn, washed or altered. They must also be returned with all the tags and any original accessories, including the authenticity label which must not be cut or broken. Damaged returns will not be accepted and may be returned to Customers at their expense.
Products received already damaged or showing flaws are considered defective. M11 reserves the right to refuse unauthorized defective returns. In case of acceptance of a defective return, only after receipt of the Customer’s e-mail with attached photos showing the defect in the garment, M11 will authorize the return by confirmation e-mail and refund the purchase price of the garment, shipping costs and customs duties, where applicable. In case the initial shipment has been done in DDU mode, with customs charges and taxes paid at destination, these amounts will be reimbursed if any due documentation is included in the return package.
Right of cancellation
The Customer has the right to revoke the order for any reason, as governed by Italian Legislative Decree 206/2005 (Consumer Code). This right may be exercised exclusively by Customers falling under the category of “consumers” (i.e., natural persons who purchase the goods for personal rather than commercial purposes). The Customer can exercise the right of cancellation by completing the “Cancellation Form” downloadable through the following link:
After thoroughly completing the cancellation form, the Customer can send it back by choosing one of the following methods:
- Submission of the Cancellation Form only (without merchandise, which can be returned as described below) by e-mail to firstname.lastname@example.org or by regular mail to: “M11 – SHOP & RESTAURANT – Via Madrara 11, Russi (RA) Italy ”
- Submission of the Cancellation Form together with the merchandise to be returned, by mail to: M11 – SHOP & RESTAURANT – Via Madrara 11, Russi (RA) Italy
The Customer is not required to use the Cancellation Form; indeed, he/she may exercise his/her right of cancellation by sending to the aforementioned addresses any other explicit declaration pertaining to his/her decision to withdraw from the contract.
In any case, such communication must clearly show, in addition to the Customer’s request to cancel, also information on the purchase order and the specific merchandise subject of the cancellation.
It is understood that the communication concerning any cancellation, however carried out, must be sent to M11 no later than the aforementioned term of 14 days from receipt of the goods by the Customer.
How to return the merchandise in case of cancellation?
If they have not already been sent together with the cancellation notice, pursuant to the foregoing, the Customer must return the merchandise within 14 days from the date in which he/she communicated his/her intent to cancel, selecting any of the following methods: – return by post delivery or by courier to our office: M11 – SHOP & RESTAURANT – Via Madrara 11, Russi (RA) Italy. In this case, the shipping costs of the return package will be charged to the customer. In any case, the Customer must make the items intact, unused and with their original packaging, see as written above in the paragraph: exchange conditions.
How is a refund made in case of cancellation?
M11 will reimburse the Customer within 14 days of receipt of the notice of cancellation, without prejudice to the right of M11 to withhold the refund until the merchandise has been received.
The refund will be made using the same payment method chosen during the purchase. In case of payment with PayPal, the refund will be credited to the Customer’s PayPal account. Delivery costs will not be reimbursed. If the procedures referred to above for the cancellation and merchandise return are not complied with, M11 reserves the right to reject the cancellation request and not to issue the refund, without prejudice to its legal requirements in this regard.