Refund policy
Refund policy
The Customer has the right to withdraw from the Contract within 20 days from the day on which the Customer, or a third party other than the carrier and indicated by the Customer, acquires physical possession of the Products, without giving any reason.
To exercise the right of withdrawal, the Customer must inform the Seller of their decision to withdraw from this Contract by an unequivocal statement. The Customer may easily exercise this right by using the dedicated 'Withdrawal Function' (withdrawal button) provided on the Site's interface. If the Customer uses this electronic option, the Seller will immediately communicate an acknowledgment of receipt of the withdrawal on a durable medium (e.g., by email). Alternatively, the Customer may use our Site's return portal, contact info@franklinandmarshall.com to obtain a return authorization, or send any other unequivocal statement of withdrawal to the Seller before the withdrawal period has expired. The Customer may handle the Products only to the extent necessary to establish their nature, characteristics, and functioning. The Customer is liable only for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. The right of withdrawal cannot be denied solely because the Product has been unpacked, inspected or the original packaging has been opened, provided the Product is returned in substantially the same condition. The Customer will also need the receipt or proof of purchase.
To start a return, the Customer can contact the Seller at info@franklinandmarshall.com. Please note that returns will need to be sent to the following address: via Lanificio 84, 37141, Montorio Veronese, Verona (VR).
If the return is accepted, the Seller will send the Customer a return shipping label, as well as instructions on how to send the package. Items sent back without first requesting a return will not be accepted.
The Customer can always contact the Seller for any return question at info@franklinandmarshall.com.
Exceptions / non-returnable items
The Seller cannot accept returns on gift cards, nor on Products that have been custom-made, personalized, or clearly tailored to the Customer's specifications, subject to any mandatory statutory rights of the Customers.
Exchanges
The fastest way to ensure that a Customer gets what he wants is to return the Products already purchased, and once the return is accepted, make a separate purchase for the new Product.
Refunds
The Seller will notify the Customer once it has received and inspected the return, and let the Customer know if the refund was approved or not. If approved, the Customer will be automatically refunded on his/her original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since the Seller has approved the return, the Customer can contact us at info@franklinandmarshall.com.
The Seller bears the cost of the first return shipment for exercising the right of withdrawal. Any subsequent returns requested by the same Customer for the same Order will be at the Customer’s expense. If the Customer exercises their right of withdrawal for the entire Order, the Seller will also refund the standard delivery costs originally paid by the Customer.