Return and Refund Policy
Our 14-day return policy stipulates that you have 14 days after receiving an item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@emmimarket.com. Returns must be sent to the following address: MITROVO S.R.L
VIA KENNEDY, 173
39055 - LAIVES - BZ
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@emmimarket.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
14-day cooling-off period for the European Union
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your 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 we’ve approved your return, please contact us at info@info@emmimarket.com.
Right of withdrawal
The right of withdrawal is reserved exclusively for consumers (natural persons who purchase goods for purposes unrelated to their professional, commercial or business activity), and therefore cannot be exercised by legal entities and natural persons acting for purposes related to their professional activity.
The costs of returning the product are borne by the Customer.
In case of damage to the goods during transport, emmimarket.com will notify the Customer of the incident (within 7 working days of receiving the goods at its warehouses), to allow them to promptly file a complaint against the courier chosen by them and obtain a refund of the value of the goods (if insured); in this event, the product will be made available to the Customer for its return, simultaneously canceling the request for withdrawal.
The return costs, the means and methods that the Customer can use, are borne by and are the responsibility of the Customer who will not be compensated in any way by emmimarket.com in the event that the goods are lost, damaged, stolen or misplaced.
In case of withdrawal from the contract for the purchase of electronic devices, the User must independently restore the factory configurations of the item (e.g. by deleting personal accounts and/or passwords associated with their personal accounts). Otherwise, the product will be considered damaged and emmimarket.com will not proceed with the refund.
To benefit from this right of return, goods must be returned in intact and/or sealed packaging, not tampered with, whose expiry date has not been exceeded and which has not been consumed, even partially. Notwithstanding the above, returns are not permitted in the case of:
a) in case of purchase of medical devices
b) supply of food, beverages or other goods intended for current consumption in the household and physically supplied by a professional on frequent and regular rounds to the consumer's home, residence or workplace
c) in case of purchases under 50 euros (unless the total consideration that the Consumer must pay regardless of the amount of individual contracts exceeds 50 euros);
d) in case of a contract for a service after the complete performance of the service if the execution of the contract has begun with the express agreement of the Consumer;
e) in case of supply of tailor-made or clearly personalized goods;
f) in case of supply of goods that risk deteriorating or expiring rapidly;
g) in case of supply of sealed goods that are not suitable for return for hygienic reasons or related to health protection and have been opened after delivery;
h) in case of supply of goods that after delivery are by their nature inextricably mixed with other goods.
b) supply of food, beverages or other goods intended for current consumption in the household and physically supplied by a professional on frequent and regular rounds to the consumer's home, residence or workplace
c) in case of purchases under 50 euros (unless the total consideration that the Consumer must pay regardless of the amount of individual contracts exceeds 50 euros);
d) in case of a contract for a service after the complete performance of the service if the execution of the contract has begun with the express agreement of the Consumer;
e) in case of supply of tailor-made or clearly personalized goods;
f) in case of supply of goods that risk deteriorating or expiring rapidly;
g) in case of supply of sealed goods that are not suitable for return for hygienic reasons or related to health protection and have been opened after delivery;
h) in case of supply of goods that after delivery are by their nature inextricably mixed with other goods.
i ) Vouchers, gift cards and similar products (by way of example and not exhaustive: gift boxes, gift cards, fuel vouchers, virtual top-ups…);
J) Prepaid cards and/or telephone top-ups that have been activated by the Customer;
Returns are not accepted for unsealed items. Returns for unsealed items are only accepted in case of malfunction.
Methods and times for exercising the right of withdrawal
The maximum times for submitting requests or complaints are as follows:
- 7 Days for complaints relating to defective, missing or incorrect goods.
- 30 Days for withdrawal of clothing items
- 14 Days for requests relating to shipments or deliveries (e.g.: parcel not received, parcel held, delivery problems, etc.).
- 14 Days for requests relating to payment transactions or refunds.
The Customer has a period of 14 (fourteen) days to withdraw.
The withdrawal period expires after 14 (fourteen) days from the receipt of the goods or, in the case of services, from the conclusion of the contract. Within this period, the Customer must notify emmimarket.com of the intention to withdraw from the contract.
Your rights as a Customer are protected by Legislative Decree 206/2005. Therefore, you can withdraw from the contract, even partially, without explanation and without incurring expenses, provided that you communicate the withdrawal by registered letter with return receipt to MITROVO S.R.L within 14 working days from the date of receipt of the products. The communication can be anticipated, within the same term, by e-mail to info@emmimarket.com provided that it is confirmed by registered letter with return receipt within the following 48 hours. In such communication, you must specify the intention to withdraw from the purchase and the product or products for which you intend to exercise the right of withdrawal, attaching a copy of the receipt. You must then return the product or products at your expense,
By sending it/them to
MITROVO S.R.L
VIA KENNEDY, 173
39055 - LAIVES - BZ
You will be refunded the full amount within 14 days of acceptance of the return. The outbound shipping costs will in any case remain at your charge equal to €7.50 per package, in case of collection by us the costs will amount to €15.00 per package.
If you decide to withdraw from the damaged product by email/registered letter, with the return of the product by shipping it (as per the previous instructions), the refund procedure is as follows:
pursuant to Article 56 of Legislative Decree 206/05 emmimarket.com will refund all payments within 14 (fourteen) days from the date on which it became aware of the Customer's exercise of the right of withdrawal, including delivery costs (with the exception of additional costs resulting from the eventual choice of a type of delivery other than the least expensive type of standard delivery offered by emmimarket.com); in any case, the Customer will not incur any cost as a consequence of such refund.
Emmimarket.com may withhold the refund until it has received the intact product or until the Customer has demonstrated that they have returned the goods, whichever occurs first.
For purchases made by Credit Card payment, the refund will be made by a reversal of the transaction directly to the Credit Card.
For purchases made by PayPal payment, the refund will be made by a re-credit to the Customer's account.
For purchases made by Voucher payment, the Customer will be entitled to the restoration of the vouchers.