Returns and Refunds

Returns and Refunds - FAQs

1. Product Returns - Important recommendations

   Once the conditions of returning a purchase have been met ( see When it is possible to return a product), in order to issue a refund, please pay close attention to the items to be returned and their packaging:

   - Keep the tax documentation until the expiration of the compliance warranty ( 12 months for the compliance warranty).

   - The item to be returned must be complete in all parts, like new, including its original packaging, leaflets, manuals and everything that was included at the time of the delivery.

   - Carefully pack the items to be returned, in a specific box, not putting adhesive tape on the original package

   Damaged sustained during the transport will make it impossible to issue the refund and invalidate the return.

   We remind you that the request must be made within 14 days from the delivery date.

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2. How can i make a return?

   To return the purchased products, simply send an email to [email protected] containing

   • Order number.
   • Reason for the return

   Upon receipt of the goods, having verified the conformity of the products, we will issue a refund equal to the total purchase amount net of shipping costs, as indicated in the conditions of sale.

   We remind you that in order to issue a refund, the following conditions must be met:

   • the goods must be returned in 14 calendar days of receipt of the customer
   • There is complete integrity of the products and the original packaging, as new.
   • The goods are not damaged during the return shipment, therefore we kindly ask you to carefully pack the products to be returned.

   As established by law, a failure to comply with the above rules makes it impossible to issue a refund, the returned items will be sent back to the customer at his expense.

   Returns must be sent within 14 days of receiving the goods to the following address:

   Helmstock S.r.l

   Via di Sottopoggio 12 A

   55060 Guamo, Lucca, Italy

   Return shipments are responsibility of the customer, provided that there are no special cases.

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3. What are the conditions for making a return?

   The conditions provided by law for making a return are:

   - the communication of the return must be made within 14 days from the delivery date.
   -The returned items are like new, in their original packaging undamaged and complete of all their components, manuals, accessories and all it was present at the moment of the delivery.

   Please carefully pack the items to be returned, using a special box, not placing adhesive tape on the original packaging which must remain the same as new.

   Damages suffered during the return shipment will make it impossible to recognize the return and the issue of the refund.

   For further information, consult the legal area section under the right of withdrawal.

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4. How long will it take to get a refund and how?

   The legal terms for the issuance of a refund, having fulfilled the conditions under which it is possible to return an item, are 14 calendar days from the receipt of the return shipment.

   In our case as soon as we receive the items, and verify the conformity with the new one, we proceed instantly to issue the refund.

   In case of bank transfer payment the refund will be issued with the same method.
   For payments made by Credit card or Paypal the refund amount will be credited on the bank system that you used for the payment.

   The credit time depends on the system you use, generally varies from 24 to 48 hours.

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