Warranty and Returns

If products or services are under standard warranty recognized by the producer, any faults, defects, or discrepancies must be reported directly to the manufacturer, as indicated on the product packaging. Unless required by previsions of law, Firenzemuseistore.com declares no liability in regard to product faults, defects, or discrepancies. This does not effect the consumer warranty under Legislative Decree n. 206/2005.

In such cases , the Consumer must report the problem directly to Firenzemuseistore.com by writing an email to help@firenzemuseistore.com within 2 (two) months from the discovery date of the defect or deformity.

Firenzemuseistore.com will make every reasonable effort to replace the defective product at its own expense and within a reasonable time. When this is not possible, or is excessively burdensome for Frenzemuseistore.com, the Consumer shall be entitled to terminate the Contract of Sale and, consequently, to obtain a reimbursement for the purchase amount and product shipment, to the exclusion of any further liability from Firenzemuseistore.com, for any reason.

If the Customer notices any differences between what was ordered and what was received, and in particular problems concerning the physical aspects of the product, discrepancies in appearance  or completeness of the products received, Customer must immediately contact the customer care service (Customer Assistance? See next reference) department at Firenzemuseistore.com.  Customer Assistance will provide the necessary information to solve the problem, and when possible, to deliver the missing items, replace defective products or provide a refund.  In no case will the customer be required to pay to return defective products or ones received in error.

If received product defects are present, the customer is asked to report them, writing and requesting authorization for the return to email address: help@firenzemuseistore.com.

  • the item is not suitable for the purposes for which goods of the same type are normally used;
  • the item does not match the seller’s description and does not possess the same qualities as the sample or model presented to the consumer by the seller;
  • the item does not possess the quality and performance found in products of the same type, which the consumer can reasonably expect, given the nature of the goods and, where appropriate, public statements on the item’s specific characteristics, particularly in advertising or labeling;
  • the item is not suitable for the particular use the consumer intended, communicated to the seller at the time of the conclusion of the contract.

If the request for return is authorized, the customer will be asked to send the defective product to Firenzemuseistore.com by courier or Italian Post Office (choice at his/her own discretion), carefully packing the product in its original packaging and including the properly compiled “defective product replacement form” inside, in addition to a copy of the purchase invoice.

The replacement product will be shipped from Firenzemuseistore.com only after the defective product and correctly complied documents (requested above) have been received.

Refund requests must be received within 60 working days from the order’s date of delivery.

In the event that the product is no longer available, Firenzemuseistore.com will reimburse the cost indicated in the purchase order and any shipping charges, by bank transfer, within 14 working days upon receipt of the defective product.

The product must be in the same condition in which it was delivered, including its original package and label, to the extent possible .

The product must be shipped in its original packaging. If the original packaging is not available, the product must be returned suitably packaged, in such a way that its integrity is preserved.

The package must be sent to the address indicated in the authorization email. We will not accept returns sent to different addresses, including the Firenzemuseistore.com address or addresses of partners responsible for product delivery.

Right of Withdrawal

In accordance with articles 64 et seq. of Legislative order n.206/05, the Customer can exercise the right of withdrawal without penalty and without specifying the reason.

In the case of communication by telegram or fax (sent within the said period of 14 days), within the next 48 hours, either must be promptly followed by a registered letter of confirmation with acknowledgment of receipt.

Once you have received the notice of termination, FirenzeMuseiStore.com Customer Service will quickly provide the Customer with instructions for the return, assigning a unique RMA code to the merchandise in question, which must be received by FirenzeMuseiStore.com within 14 days of authorization.

Returns of products in withdrawal are at the expense of the consumer, by courier of his/her choice.

Upon verification of the returned item’s integrity, Firenzemuseistore.com will refund the Consumer the entire amount paid, excluding shipping charges. The refund will be made in the same manner in which the order was placed, within 30 calendar days of its receipt at the Firenzemuseistore.com headquarters.

The right of withdrawal will be revoked if the product is: not returned intact, missing the original packaging, in the absence of integral product elements, or damaged for reasons other than shipping and transportation.

For further information or clarification on the terms and conditions of sale and products, the Customer can write to: help@firenzemuseistore.com.

The contract between the Customer and Firenzemuseistore.com is governed by Italian law.

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