Returns and Refunds
Right of Reconsideration
If you change your mind about your purchase, the right of withdrawal is guaranteed by the Decree
Legislative Decree 22/05/1999 n. 185, concerning the protection of consumers in respect of distance contracts. You can return the purchased products for any reason within 14 days from the receipt of the order.
In addition, we at R5 have decided to give you the possibility to add a further 16 days to the time limit for returning products.
With R5 you have 30 days to return the product if you are not satisfied with it. And it won't cost you a thing: we'll refund you the amount you paid when you placed your order and we'll also cover the costs of returning the products.
How to make a return
Send an e-mail to customercare@R5living.com communicating your intention to return the purchased products. In the return communication you must indicate
- the date and number of the order
- the products for which you intend to exercise the right of withdrawal
- your address
- your contact details (email and telephone number)
- the reasons for the return.
We will reply within 5 working days from the receipt of your previous email, sending you the return number, the return label to put on the package to be returned and instructions on how to proceed.
You can return all products unopened and unused, sent sealed and in their original packaging.
You can also make a partial return.
If possible, use the same packaging in which the items were sent to you (we will avoid generating additional packaging to dispose of). You have 14 days to ship.
Upon receipt of the package we will check the quality and conformity of the items sent. Non-conforming items will not be refunded.
You will receive an email confirming the start of the refund procedure, within 3 working days from the acceptance of the return (see previous paragraph). The actual re-credit will be made with the same means of payment used for the initial purchase according to the timing directly dependent on the different payment circuits.
Defective or damaged product
Send us an email to customercare@R5living.com describing the problem and sending us photographs. Our Customer Service will contact you to define the best solution to the problem.