Returns and Refunds
Right of Withdrawal or “Satisfaction Guaranteed or Your Money Back” Guarantee
If you change your mind about your purchase, the Right of Withdrawal is guaranteed by Legislative Decree 22/05/1999 n.185, relating to consumer protection in the field of distance contracts. You can return the products purchased, even without stating the reasons, within 14 days from the receipt of the order. And we will also cover the shipping costs.
Furthermore, we at R5 have decided to also make available to our customers a “Satisfaction or Refund” Guarantee, valid for up to 30 days from the date of receipt of the products. We do not believe this will happen, but you can return the products you are not satisfied with, even after trying them and without having to specify the reason, and we will refund you the full purchase price and any shipping costs incurred. In this case, you will only be charged the shipping costs for the return of the products.
How to make a return
Send an email to customercare@R5living.com
- within 14 days of receiving the products, stating your intention to exercise your Right of Withdrawal, or
- within 30 days of receiving the products if you wish to exercise the “Satisfaction or Refund” Guarantee.
In your communication, you must indicate:
- the type of return you are making: Right of Withdrawal or “Satisfaction or Refund” Guarantee
- the order number
- the products you intend to return
- your address
- your contact details: email address and phone number
- ..and, if you wish, the reasons for the return.
Partial returns are also possible.
We will respond within 5 business days of receiving your email, sending you the return number, the return label to attach to the package you are sending back, and instructions on how to proceed.
When exercising the Right of Withdrawal, only products that are intact, unused, still sealed, and in their original packaging can be returned. Upon receipt of the package, we will inspect the items sent. Non-compliant items will not be refunded. The direct costs of returning the products will be borne by us.
When exercising the “Satisfaction or Refund” Guarantee, you can return the products that did not satisfy you, even if they are not intact or have been partially used. We will refund the price you paid for the returned products but will retain the shipping costs for their return.
After your communication, you have 14 days to arrange the shipment.
Refund
You will receive a refund confirmation email within 3 business days of us receiving the return or of you providing proof that you have shipped the products back.
The actual refund will be issued to the same payment method used for the original purchase, according to the timeframes determined by the respective payment networks.
Defective or damaged product
Send us an email at customercare@R5living.com describing the problem and attaching some photographs. Our Customer Service team will contact you to determine the best solution to the issue you encountered.