Can I make a return?
Before placing an order, make sure that the Product is actually the one you want to buy.
However, it will be possible to make a return in the cases indicated below and in compliance with the following instructions.
Right to change your mind – Return within 14 days
It is always possible to return an item, even without the need for a reason, within a maximum period of 14 days from the delivery date.
In this case you can make the return using the dedicated Returns Form on the page www.plooyo.com/resi or by accessing your reserved area if a profile has been activated on the Plooyo platform.
The costs for returning the Product will in this case be at your expense.
Defective and/or non-compliant items – Legal guarantee
As a consumer you will always be entitled to a two-year guarantee if you have received an item that is damaged and/or defective and/or does not comply with the order.
Warning: you may lose the right to a refund if the problem with the Product is negligible, such as a scratch on an item, or if you do not qualify as a consumer (for example if you purchased the article for purposes related to your commercial and/or professional activity).
The two-year warranty starts from the moment the Product is delivered and can be enforced within two months of discovering the problem.
In this case, you can request the replacement or repair of the Product and, only if these are difficult or impossible, the reduction of the price or the termination of the contract (with consequent return of the money to the buyer and the Product to the seller).
We invite you to be careful when delivering the Product: check the integrity of the packaging and open it without destroying the packaging. If the Product then consists of several parts, check the completeness of the content and the number of “packs”, if necessary, by comparing it with the hard copy of the order placed. Ascertained that nothing is missing, it will be necessary verify the integrity of the goods and their compliance with the order.
Keep track of any defects resorting, if necessary, to the use of the camera or a short video to immortalize any discrepancy. Finally, in addition to keeping the proof of purchase, it is advisable to also keep the accompanying note, to prove the delivery date which is the one from which the two-year warranty starts.
Burden of proof on defects
The burden of proof is a principle according to which anyone wishing to prove a fact is required to demonstrate its existence.
The burden of proof regarding defects in a Product is distributed between the seller and the consumer, based on the moment in which the defects become apparent. In fact, two different situations can occur:
- Unless proven otherwise, it is assumed that the lack of conformity manifested within 6 months of delivery of the goods already existed on that date and, therefore, in this case it will be up to the seller to demonstrate that the goods were fully compliant, i.e. that the defect complained of by the consumer is occurred after delivery.
- However, if the defects appear 6 months after delivery, you, as a consumer, will have to provide proof that the defect was present at the time of delivery.
Return of defective and/or non-compliant items – Seller’s authorization
If you have received a damaged and/or defective and/or non-compliant Product and in the event of compliance with the conditions outlined above, our authorization will be required for the return to be made.
This authorization can be requested using the dedicated Returns Form on the page www.plooyo.com/return-product/ or by accessing your reserved area if you have activated a profile on the Plooyo platform.
In case of authorization for the return, the costs for the return will be at our expense.
How can I make a return?
The item you wish to return must be in the same condition in which you received it, with all tags still attached and in the original packaging. If the original packaging is no longer available, it will be necessary to use one with the same characteristics, to ensure maximum protection of the Product and to exclude any damage during transport.
To carry out the return, you will receive the information for collection by the agreed courier.
Close the package and remember to write the address of our warehouse on the outside, which we will communicate to you together with the return confirmation.
The return must be sent from the same country in which the order was placed. We will not accept returns from other countries.
Now the package can be sent!
Sending incorrect returns
If you wish to make a return, make sure you include the correct and complete item in the package as, otherwise, you will lose the right to a refund.
If you have sent the wrong item by mistake, contact our customer service immediately at customer@plooyo.com. We cannot guarantee that your order will be found and returned, and there is no compensation for items sent in error.
