Refund policy

11. Right of Withdrawal

11.1 The Customer may exercise the right of withdrawal provided for by Article 52 of the Consumer Code within 14 (fourteen) calendar days from the day on which the Customer, or a third party other than the carrier and designated by the Customer, takes physical possession of the goods.

11.2 In the case of multiple goods ordered with a single order and delivered separately, the term referred to in Article 11.1 shall start from the day on which the Customer, or the third party other than the carrier and designated by the Customer, takes physical possession of the last item. Likewise, in the case of delivery of a good consisting of multiple lots or pieces, the term referred to in Article 11.1 shall start from the day on which the Customer, or the third party other than the carrier and designated by the Customer, takes physical possession of the last lot or piece.

11.3 Within the term referred to in Article 11.1, the Customer must inform the Seller of their decision to exercise the right of withdrawal from the contract. The Customer may contact Customer Service by filling out the relevant form available on the portal to initiate the return procedure, or submit another explicit declaration to be sent to the email address eshop@memorysltd.com

11.4 The Customer must return the Products without undue delay and, in any case, within 14 (fourteen) days from the date on which they communicated to the Seller their decision to withdraw from the contract, by shipping them to SWEET WATER S.r.l., at the operational headquarters in Via Aristide Merloni 38, 60030 Serra de' Conti (AN), Tax Code and VAT No. 02753650429. Solely for the purpose of complying with the return deadline, the Products are considered shipped at the moment they are delivered to the accepting post office or to the courier. For the return of the Product, the Customer may use the postal service or a carrier of their choice. The return shipping costs shall be borne exclusively by the Customer.

11.5 As provided for by Article 57 of the Consumer Code, the Customer is liable if the returned products are damaged, incomplete, deteriorated and/or used in a manner that does not comply with normal diligence. A good is considered to have been used beyond normal diligence in the case of use beyond what is necessary to establish its nature, characteristics and functioning (e.g. in the case of removal of the labels, or if the garment has been worn and not merely tried on). It is possible to return an item purchased on the Site only if in the same conditions in which it was received. The Customer must therefore ensure that:

• the item has not been used or damaged during fitting;

• the item has not been soiled or washed;

• the item retains all hang tags, labels, the guarantee seal placed on the garment at the time of quality control, and the original finishes;

• the item has not undergone any modifications.

In particular, all types of items contained in their original box (for example shoes or small accessories) must be returned inside the original packaging, which is considered an integral part of the item.

In the event of the return of an item that is damaged, incomplete, deteriorated and/or in conditions of use that do not comply with normal diligence, without prejudice to the right of withdrawal, the Customer will be charged the amount corresponding to the decrease in value of the good. In such cases, the Seller will promptly notify the Customer of the damages and non-conformities detected upon receipt of the items. The amount charged to the Customer, which in any case cannot exceed the price paid for the purchase of the item, will be deducted from the refund due to the Customer.

12. Refund for Returned Items

12.1 If the Customer requests the return of the product, the Seller will refund the purchase price in cash pursuant to Article 7.1 for the returned products, net of any additional shipping costs pursuant to Article 56, paragraph 2, of Legislative Decree 206/2005 and of the cost relating to the cash-on-delivery payment method.

12.2 In the case of payment made by credit card, SWEET WATER will issue this refund using the same means of payment used by the Customer for the initial transaction, unless otherwise expressly agreed with the Customer on another means of payment. In the case of payment made by cash on delivery, SWEET WATER will issue the refund by bank transfer using the details provided by the Customer. For this purpose, the Customer authorizes SWEET WATER to retain their bank details and payment data for the time necessary to exercise the right of withdrawal.

12.3 If the Customer has placed a multiple order and requests a partial return, the Seller will refund the purchase price in cash plus VAT at the rate of 22% of the returned product(s), net of standard shipping costs or of any additional shipping costs pursuant to Article 56, paragraph 2, of Legislative Decree 206/2005 and of the cost relating to the cash-on-delivery payment method.