Right of Withdrawal and Return Policy
In accordance with European regulations, the Customer has the right to withdraw from the purchase within 14 days of receiving the goods, without having to provide any reason.
1. How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, the Customer must inform us of their decision by means of an explicit statement within the aforementioned period. Communication can be sent:
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By email: orientalart@hotmail.it
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By phone: +39 348 3814268 | +39 080 3849712
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Registered Office: ORIENTAL ART di Faridah bte Ahmad c.s.a.s., Via Marcello Celentano 25/a, 70121 BARI (BA), ITALY
The communication must mandatorily include:
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The original order number;
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The explicit intention to withdraw (total or partial);
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The description and codes of the items to be returned.
2. Procedure for Damaged or Defective Goods
2.1 Product arrived broken or damaged
In the unfortunate event that the received item arrives broken or damaged, the Customer must:
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Send a photo of the package before opening, clearly showing the external conditions and the shipping label.
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Send a photo of the package after opening, with all contents visible and the damaged product clearly highlighted.
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Photos must be sent within 24 hours of receipt of the goods to orientalart@hotmail.it, along with the order number and description of the damage.
2.2 Acceptance with reservation upon delivery
If the package shows evident signs of external damage at the time of delivery, the Customer is advised to:
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Accept delivery with reservation, explicitly writing on the transport document "ACCEPTANCE WITH RESERVATION – DAMAGED PACKAGE" before signing.
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Alternatively, if possible, refuse delivery of the visibly damaged package.
This procedure is essential to proceed with replacement or refund and to protect the Customer in relation to the courier.
2.3 Non-conforming or incorrect product
If the item received does not correspond to the one ordered or has manufacturing defects (not due to transport), the entire amount paid will be refunded, including shipping costs, subject to verification and return of the product.
3. Shipping Costs and Refunds
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Withdrawal due to change of mind: If the Customer decides to return the item for personal reasons (change of mind), only the cost of the product will be refunded. Return shipping costs are borne by the Customer.
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Condition of the goods: The right of withdrawal applies only to products that are new, unused, and complete with original packaging. Products damaged for reasons other than transport will not be refunded.
4. Processing Times
Once the return is received and the integrity of the product is verified, the refund will be processed within 3 working days using the same payment method chosen for the purchase.
5. Supplier's Withdrawal
Should ORIENTAL ART be unable to fulfill the order due to the unavailability (even temporary) of the product, it reserves the right to withdraw from the sales agreement. In this case, the Customer will be contacted within 24 hours and fully refunded for the amount already paid, pursuant to art. 6, paragraph 2 of Legislative Decree 185/99.
We are always available to assist you and find the best solution for every need. For any questions, please do not hesitate to contact us!