Returns and refunds
14 DAYS TO THINK AGAIN
This page provides helpful information regarding our return policies.
Ego Secret's return policy allows you to reconsider your purchase and return the purchased item within 14 calendar days of delivery, unless the right of withdrawal is excluded by applicable law.
If you return the item in accordance with the conditions set out here, you will be entitled to a refund of the price paid for the returned product.
You are responsible for the cost of returning the items to Ego Secret. The products must be intact, unused, and undamaged. If the returned items show damage or signs of wear resulting from handling other than necessary to establish their nature, characteristics, and functioning, the refund will be denied.
Returns must be made with prior authorization and online assignment of a "return number" within 14 working days of the return request approval. Returned goods may be subject to a deduction if the product: - although perfectly intact (unopened) is marked with the icon (product at "end of life", i.e., no longer reorderable) or (product "back to back", which can be purchased specifically upon receipt of the customer's order) when the return request is submitted; ▪ is declared open; ▪ is declared to Ego secret that it has not been opened when in fact it has been opened; ▪ arrives at Ego secret Group Srl more than 14 working days after the return authorization is issued. The returned goods must be in perfect condition, in their original packaging, and shipped carriage paid to our warehouse, with the assigned return number indicated on the document.
The right of withdrawal can be exercised in relation to the purchase of any product, with the exception of:
items made to measure or clearly personalized or which are liable to deteriorate or expire rapidly,
sealed items which are not suitable for return for reasons of hygiene or health protection and which have been opened after delivery or in the case of products which, after delivery, are inseparably mixed with other goods,
audiovisual products (e.g. music compilations, films) and software (e.g. programs, video games and anything that is sealed), on CD, DVD or other media, whose packaging has been opened or the seals have been removed,
digital content (for example, e-Books, mp3s or applications) supplied on a non-material medium if the supply of the digital content has begun with your express consent and with your acceptance of the loss of the right of withdrawal
To exercise the right of withdrawal it is necessary that:
1) the Customer expresses his desire to exercise the right of withdrawal via email.
2) the purchased item is intact, returned in its original packaging (including cellophane, labels, tags, necklaces and/or scarves/foulards and/or other accessories associated with the product...) and in its entirety (it is not possible to exercise the right of withdrawal on only part of the purchased product).
3) the product has never been used.
4) the product is returned within the time frame and in the manner indicated in our withdrawal conditions.
Return shipping costs for cancellations or returns are the responsibility of the customer. The customer is fully responsible for any theft/loss or damage to the goods during return shipping for cancellations or returns. If the goods arrive damaged, Ego secret Group will notify the customer within 7 business days to allow them to promptly file a complaint with the courier of their choice and obtain a refund for the value of the goods (if insured). In this case, the product will be made available to the customer, as the conditions for exercising the right of withdrawal have expired. The customer may request that it be returned to them at their expense. Once the goods arrive intact at our warehouse, they will then be examined for any damage or tampering not resulting from transport and to verify that they meet the necessary and essential conditions for exercising the right of withdrawal indicated above.
After carrying out these checks, if the goods are compliant, we will refund the amount already paid (excluding shipping and delivery costs, even in the case of free delivery; delivery is free only in the case of non-return) via bank or postal transfer to the current account you provided us.