Merchandise exchange and returns

1. RIGHT TO WITHDRAWAL

1.1. CONSUMER RIGHTS (EU Directive 2011/83/EC): In accordance with the Decree Law 206/2005 (Consumer Code) and the Directive 2011/83/EC, the Customer, if not satisfied, can exercise the right of withrawl and return the products purchased on the Site without providing any reasons.
1.2. No later than 14 days after the delivery of the products may the customer send BRUCLE a Return Notice, either in part or of the entire order, in writing, or through the direct returns procedure on the Site, or by e-mail with read receipt, or with another explicit statement (one can use the form in point 7.16 ) the 14 days commence once the package is delivered and not at the date of shipment.
1.3. The Return Notice constitutes the system assigning a unique return number (hereinafter "RMA") and an RMA FORM. The RMA must be indicated on the outside of the shipment and the RMA FORM must be printed and included inside the package.
1.4. The Customer must send the return package at their own expense by post or by courier no later than 14 days from the date of having communicated the Return Notice to BRUCLE.
1.5. In accordance with art. 54 co. 4 of the Consumer Code the burden of providing the relevant proof of exercising the right of withdrawal is borne by the customer. We recommend using traceable shipping methods with proof of delivery. 

1.6. Returns will not be accepted which do not respect the deadlines. If the return modalities, conditions and deadlines are not respected for the exercise of the right of withdrawal (eg expiry after 14 days, goods returned without authorization, etc.), as specified in this article, the customer may not claim reimbursement of sums paid. In this case, the customer can recover, at his own expense, the product in the condition in which it was returned to Brucle Srl. Otherwise Brucle srl will keep the returned products, in addition to all sums already paid by the customer for the relative purchase .

1.7. EFFECTS OF THE WITHDRAWAL
1.7.1. All payments made to BRUCLE will be refunded to the Customer, including shipping costs unless the Customer has expressly opted for a type of delivery other than the least expensive offered on the Site.
1.7.2. Once the return is received and it has been verified that standards of the condition of the delivered goods have been met, BRUCLE will issue a refund within 14 days by crediting the amount paid by the customer, to be performed with the same method of payment that was used for the purchase.

1.8. TERMS FOR THE EXERCISE OF THE RIGHT OF WITHDRAWAL, allocated by the RMA system
1.8.1. For increased customer protection, the returns procedure requires the allocation and registration on our system of an RMA. If the customer has placed their order with a GUEST ACCOUNT, it is necessary for the account to be converted into a REGISTERED CUSTOMER ACCOUNT.
1.8.2. A customer with a GUEST ACCOUNT may convert, at any time, their Account into a REGISTERED one, at this address Convert my guest account, otherwise it will be automatically converted by the back office after the return request is received. Once the account is converted, the customer will receive an E-mail containing the data required to access the Site. The Customer, once logged in, will be able to change the given password. The Customer may at any time check the status of the return request.
1.8.3. Returns of orders from OUTSIDE-EEC delivery addresses must be returned free of any cost attributable to BRUCLE, sent with a DDP, with all taxes and duty paid. Any OUTSIDE-EEC returns that do not meet these conditions will not be accepted and will be returned to the sender. For returns of accessories with CITES Certificates from OUTSIDE-EEC delivery addresses, it will be the Customer’s responsibility to cover all expenses and to apply to the competent authorities for the issuance of all documentation and CITES certification necessary to re-export the product.

1.9. RETURNS NOTICE FROM THE SITE ASSIGNED WITH THE RMA SYSTEM (illustrative guide at the following address: https://www.brucleshop.com/en/content/20-rma)
1.9.1. If the Customer is a REGISTERED CUSTOMER, the request can be made through their account. The Customer will have to log into the site and
1.9.1.1. select from ORDER HISTORY the product or products they wish to select and click MAKE AND RMA SLIP, and the system will register the application. Once authorized by BRUCLE, the Customer will receive an e-mail with the information to download the RMA FORM to print. The customer must indicate the RMA number on the outside of the shipment and must print the RMA form, to be included inside the shipment.
1.9.1.2. If the customer has placed the order with a GUEST ACCOUNT, they may make the return request through the Site at any time by entering the required data at the following address: https://www.brucleshop.com/en/Order-tracking and transforming it to a CUSTOMER ACCOUNT. Once they have entered the password they will be able to conclude the return request as in point 1.9.1.1.

The guide is available at the following link: Rma guide

1.10. RETURNS NOTICE VIA EMAIL OR OTHER DECLARATIONS EXPRESSING ASSIGNMENT BY THE RMA SYSTEM
1.10.1 If the GUEST CUSTOMER or REGISTERED CUSTOMER cannot or would not like to perform the RETURNS PROCEDURE as in point 7.9, BRUCLE will attempt to carry out the procedure from the back-office and send the RMA number and RMA form via e-mail.
1.10.2 All stages of the RETURNS PROCEDURE will thus be recorded and traceable on the Site.

1.11. CONDITIONS OF RETURNED PRODUCTS
1.11.1. The product or products that the Customer wants to return must be intact and unused except for the normal tests comparable to those that could be done in a shop, with the original packaging intact (boxes, accessories, protection, leaflets).
1.11.2. All products for sale are equipped with single-use warranty seal that is an integral part of the good. The customer will have to try the product without removing the warranty seal because returned products will not be accepted without one.

1.11.3. If a decrease in value is discovered in the returned products, the customer will receive an e-mail in which the deductible amount by way of repayment curtailment will be communicated.
1.11.4. The products must not be damaged.

1.12. TIMING AND RETURN COSTS
1.12.1. The Customer is responsible for the timely return of goods no later than 14 days after the return request is made to BRUCLE
1.12.2. The Customer shall bear the cost of shipping and all other related costs and is responsible for said shipment until it is delivered to BRUCLE
1.13. Failure to return the product within the provided the 14 days, or failure to deliver the products to a carrier commissioned by BRUCLE on the date and in the manner agreed, will be understood as a willingness on the part of the customer to revoke the returns notice. The Customer will then keep the purchased good and BRUCLE will not be obligated to issue any refund.

1.14. REIMBURSEMENT METHODS
1.14.1. The timing of crediting or returning the amounts paid for the purchasing of the products depends on the method of payment used.
1.15. Returned goods must be sent to the following address:

BRUCLE SRL
Viale dell'Industria 23/A
35129 Padova– Italia

Telefono: +39 049 5070484

e-mail: info@brucleshop.com

1.16. RETURNS FORM TYPE UNDER ARTICLE 49, COMMA 1, LETT. H) (complete and return this form only if you wish to withdraw from the contract)

****FORM BEGINS***
Subject: exercising the right to withdrawal
The undersigned intends to use, according to the Legislative Decree no. 206/2005 art.52 et seq., The right of withdrawal regarding the contract no. signed on through your site www.brucleshop.com
Name and surname
Address
Sincerely,
For customers who have paid by bank transfer, indicate an IBAN code for repayment transfer
IBAN
****FORM ENDS***

1.17. Purchases with invoices (to be requested while the purchase is being made) are not entitled to withdrawal.

2. SPECIAL CONDITIONS FOR THE SALE OF CUSTOM PRODUCTS
2.1.1. All products made specifically at the customer's request and/or otherwise customized following a specific order, will not be subject to a return, a refund or replacement. In relation to them the right of customer withdrawal is therefore excluded.
2.1.2. It remains in any case subject to the guarantees provided for in point 10 to the benefit of the Customer.

3. EXCHANGING PRODUCTS
3.1. Within 14 days from the date of delivery, the Customer may request to exchange products purchased with
3.1.1. substitute products of identical value. The Customer will not be refunded not be subject to any additional cost.
3.1.2. substitute products of higher value: The Customer will be required to pay the difference in price.
3.1.3. substitute products of lower value than that of the products purchased: BRUCLE will reimburse the Customer the difference in price. The reimbursement will be executed using the same payment method previously used by the Customer.
3.2. If the exchange request is made by someone other than the customer who placed the order, for example, someone receiving a gift, the exchange may be requested by the recipient of the gift. If an exchange is requested, with a lower value product than that of the products purchased, BRUCLE will refund the Customer, using the same method of payment previously used, and not the recipient of the gift.
3.3. The Customer may request a product exchange by calling Customer Service or by sending an e-mail or a message through the contact form on the Site.
3.4. The costs for exchanging the product will be charged to the customer.
3.5. The conditions remain valid as to p.ti 7.4- 7.5- 7.6
3.6. BRUCLE will pay the shipping cost of the new product as soon as it receives the product being exchanged. The conditions remain applicable as in point 7.11
3.7. The exchanged products must be returned in their original packaging, complete with all the original packaging (boxes, accessories, cartellini, protections, leaflets etc.) and must be accompanied by a proof of purchase receipt and the RMA form.
3.8. Products returned by the Customer that are damaged, incomplete, deteriorated, dirty, or in any other state showing them to have been unequivocally used, so as to compromise their substantive integrity, will not be exchanged.
3.9. In the case of an exchange, the sale relative to the exchanged product must be considered as resolved.
3.10. The exchange of the product does not affect the legal guarantee of compliance.
3.11. BRUCLE reserves the right to refuse further exchanges of products already exchanged, with the exception of cases for exchange in which goods do not comply with the purchased product.
3.12. For exchanges to OUTSIDE-EEC orders, the same conditions apply as in point 7.8.3

4.13. EXCHANGE AND REPLACEMENT IN THE CASE OF DEFECTIVE PRODUCTS
4.13.1. For products delivered defective, damaged, broken or damaged (also due to transportation, with relative conditional acceptance) or which do not comply with those ordered, BRUCLE undertakes to promptly replace the product at its own expense.
4.13.2. The Customer must notify BRUCLE promptly, and no later than eight days from when a defective product is received, to activate the process of reclamation.
4.13.3. The defective product will be immediately replaced with another, identical one, with the same item number. The replacement does not exclude nor limit the legal guarantee of compliance. If the item is out of stock, the relative price paid will be refunded.

4.13.4. Products must be returned in their original packaging, including all tags and warranty seals, and must not have been used other than for the reasonable time necessary to verify the quality of the product, or to make note of defects, damage, or even breakage.
4.13.5. PROCEDURE FOR THE RETURN OF ITEMS DELIVERED DEFECTIVE, RUINED, NOT WORKING, OR NOT COMPLYING WITH WHAT WAS ORDERED
4.13.5.1. The Customer must notify BRUCLE within the aformentioned term of 8 days to have received products as in point 10.13.1, via e-mail to info@brucleshop.com , or through the contact form on the Site, or via telephone to the number +39 049 5010484 ,or via SMS/WhatsApp +39 3494560324, along with the order reference number, and a short description of the problem. An e-mail confirming that the customer’s notification was received will be sent in all cases. It may be that further information is requested by BRUCLE.

4.13.5.1.1. BRUCLE will send a returns authorization (providing an RMA number as in point 7.8, 7.9 and 7.10) along with the instructions to follow.
4.13.5.1.2. The Customer shall deliver the package to the carrier within the time and in the manner agreed upon with BRUCLE. As stated in point 7.13 , a non-delivery of the parcel by the customer to the courier equivocates an expression of will to annul the replacement process.
4.13.5.2. Returns that do not meet these conditions will not be accepted.
4.14. Substitutions will be accepted only after having obtained an authorization of return by BRUCLE.

5. COMPLIANCE

5.1. The customer, once having received the order, must verify that the products received correspond to those in the order made. In the event that the delivered products do not comply with the order, the customer must notify BRUCLE and return the products.

6. GUARANTEE

6.1 The products enjoy the legal guarantees provided under Italian law and in particular, moreover, those provided for and governed by Articles 128, 129, 130 and 132 of the Consumer Code.