Returns and Refunds Policy

This Returns and Refunds Policy (hereinafter, the “Policy”) governs the procedures through which the customer may return products purchased on the ORIGIN S.r.l. SB e-commerce website (hereinafter also the “Seller”, the “Company”, “We”).

The right of withdrawal and the returns policies apply exclusively to customers who qualify as consumers under the Consumer Code; purchases made with a VAT number or otherwise for purposes related to the customer’s professional or business activity are expressly excluded.

1. Right of withdrawal

ORIGIN S.r.l. SB’s goal is to ensure maximum customer satisfaction. If the customer is not satisfied with the order for any reason, they may exercise the right of withdrawal and return the purchased products.

The customer must communicate their wish to return the products within 14 calendar days in order to withdraw without penalty and without stating a reason.

The period runs:

• from the date the product is received or,
• in the case of multiple orders delivered separately, from receipt of the last product.

The return request may be made in one of the following ways:

• by completing the online return form available in the personal area of the website;
• by contacting customer service by email, phone or another dedicated channel;
• any other methods made available by the Seller.

The right of withdrawal provided for by the Consumer Code applies exclusively to customers who qualify as consumers. For orders placed by persons other than consumers, such as, by way of example, professionals and businesses, no right of withdrawal is recognised, unless otherwise expressly provided in a specific order or written agreement.

1.1 Exclusions from the right of withdrawal

In the following cases the right of withdrawal is excluded, pursuant to Article 59 of the Consumer Code:

• supply of goods made to measure or clearly personalised

1.2 How to exercise the right of withdrawal

To exercise the right of withdrawal, the consumer must inform ORIGIN S.r.l. SB of their decision to withdraw from the contract within the stated period, by means of:

• the standard withdrawal form attached to the order confirmation, sent by email;
• any other explicit statement setting out the decision to withdraw, sent to customer.service@origin-of-line.com or through the personal area of the Website, where available.

ORIGIN S.r.l. SB will promptly send the consumer confirmation of receipt of the withdrawal on a durable medium.

It is up to the consumer to prove that they exercised the right of withdrawal within the applicable period.

1.3 Online return

Products must be returned or delivered to ORIGIN S.r.l. SB or to the different address indicated in the return instructions, without undue delay and in any case within 14 days of the day on which the consumer communicated their decision to withdraw to ORIGIN S.r.l. SB. The deadline is met if the products are sent back before the 14-day period expires.

The customer may choose between:

• using the partner courier indicated by the Seller;
• shipping via a courier of their own choosing.

If the courier indicated by the Seller is used, any return shipping costs will be:

• borne by the Seller;
• or borne by the customer;
• or deducted directly from the final refund.

If the customer uses a different courier, they will be responsible for the costs and for any damage or loss during transport.

2. Return conditions

The right of return is considered correctly exercised only if all of the following conditions are met:

• the customer has sent the return request within the set deadlines;
• the products are returned intact, unused, unwashed and undamaged, except for normal handling necessary to check their nature and characteristics;
• any labels, security seals, identification tags or original packaging are still present and intact;
• the products are returned, where possible, in their original packaging;
• the return is shipped within the deadlines communicated by the Seller.

The Seller reserves the right to refuse returns of products that are:

• used improperly;
• damaged;
• missing labels or seals;
• returned incomplete or otherwise unsuitable for resale.

The Consumer is liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

In the event of a diminished value of the product due to use other than what is necessary to check its nature and characteristics, for example the presence of stains, odours (perfume, smoke, sweat), signs of wear, washing, or missing labels or tags, the Seller may deduct from the refund an amount proportionate to the damage found, up to the complete absence of a refund in the most serious cases where the product is no longer suitable for resale.

2.1 Non-returnable products

Unless otherwise provided by law, the right of withdrawal does not apply to the following products:

• personalised or made-to-measure items;
• sealed products opened after delivery that cannot be returned for hygiene or health reasons;
• underwear, swimwear and similar products, if they lack the seals or hygiene protection devices or if such seals are broken or tampered with;
• downloadable digital content or digital services already started;
• products that, after delivery, are inseparably mixed with other goods. (in my view this does not concern your products)

2.2 Returns not accepted

If, following inspection, the return is not accepted because it does not comply with the conditions set out in this Policy (by way of example: product used, washed, damaged, missing labels or seals, missing accessories or original packaging), the customer will receive an email at the address provided at the time of purchase, stating the reasons for the refusal and the instructions for collection or re-shipment of the product.

From the date this communication is sent, the customer will have 30 calendar days to:

• request the return of the product, bearing all shipping costs,
• or expressly authorise disposal of the product in the manner indicated by the Seller.

If the customer requests the return of the product, shipping will take place exclusively to the address provided by the customer and only after advance payment of the relevant shipping costs, according to the instructions provided by the Seller.

In the absence of any reply or instruction from the customer within the above 30-day period, the product will be considered definitively abandoned and the Seller will be free to dispose of it at its discretion (including any disposal, donation, refurbishment or internal use), without the customer being able to make any further claims for return, refund or compensation.

3. Refunds

After receiving and checking the returned products, the Seller will approve the refund. The refund will be made using the same payment method chosen by the customer at the time of purchase, unless otherwise agreed.

The refund will include:

• the price of the returned products;
• any applicable taxes.

Unless otherwise indicated:

• the initial shipping costs;
• gift wrapping costs;
• any additional services;

will not be refunded.

The refund will be processed from:

• receipt of the return;
• or proof of shipment, if required.

The actual crediting times may vary depending on the payment method used and the banks involved.

4. Product exchange (Optional)

Without prejudice to the right of withdrawal provided for consumers, ORIGIN S.r.l. SB may, at its discretion, allow the customer to exchange purchased products for other products of equal or greater value, according to the procedures and terms indicated on the Website in the dedicated section. The exchange is an additional option on top of the protections granted to the consumer by law and does not limit them in any way.

Where available, the customer may request to exchange the purchased products for:

• a different size;
• a different colour;
• an alternative product.

Exchange requests must be made within 14 days of receiving the order.

Products requested as replacements will be subject to stock availability.

In the event that:

• the new product has a higher value, the customer will have to pay the difference;
• the new product has a lower value, the customer will receive a refund of the difference.

5. Defective or incorrect products

In the case of defective products or products not in conformity with the contract, the protections provided under the legal guarantee of conformity in favour of the consumer remain unaffected. The consumer is required to report the lack of conformity to ORIGIN S.r.l. SB through the contacts indicated on the Website, attaching suitable documentation (e.g. photographs of the product, description of the defect, order number).

If the customer receives:

• defective products;
• damaged products;
• incorrect products;

they are invited to contact customer service within 14 days of receiving the order, attaching any photographic documentation.

Once the problem has been verified, the Seller may proceed, at its discretion, with:

• replacement of the product;
• full refund;
• partial refund;
• issue of credit that can be spent on the website.

6. Customer service contacts

For any information relating to returns, exchanges or refunds, the customer may contact:

• Email: customer.service@origin-of-line.com
• Phone:
• Service hours: Mon - Fri / 09.00 to 18:00
• Support page: https://www.origin-of-line.com/

7. Legal notices

The provisions of this section do not prejudice the rights granted to the consumer by the Consumer Code. In the event of conflict, the mandatory rules of law prevail. Any contractual clause that, directly or indirectly, excludes or limits the consumer’s rights to a lesser extent than that provided by applicable law is deemed null and void and is replaced by operation of law by the mandatory provisions.

‘Consumer’ means a natural person who acts for purposes unrelated to any entrepreneurial, commercial, craft or professional activity they may carry out. ‘Professional’ or ‘business customer’ means a natural or legal person who acts in the exercise of their entrepreneurial, commercial, craft or professional activity. Unless otherwise indicated, the provisions on the right of withdrawal and on the other protections provided by the Consumer Code apply exclusively to customers who qualify as consumers.

Information on any exclusion of the right of withdrawal is provided to the consumer in a clear and understandable manner before the order is concluded, and is also confirmed in the order confirmation on a durable medium.