Right of Withdrawal

Exchange and return

How to act upon receipt of the package

For the complete safety of your purchase, when the Courier completes the delivery according to the methods you chose during the purchase phase, you will simply have to check for any significant discrepancies:

• The integrity of the package: not damaged or wet and in any case conforming to the standard characteristics of a package. Check the correspondence between the number of packages indicated on the carrier's letter and the number of packages actually delivered;
• Any possible complaints regarding the discrepancies described above must be promptly raised with the carrier (as indicated below) because, in their absence, the product is legally considered to have been correctly delivered.

In case of package tampering

Upon receipt of the package, if it appears damaged or tampered with, you can choose between two solutions:

• You can accept the package with reservation, meaning you accept the package but before signing the document you must write "I accept with reservation because the package has the following anomaly (describe the damage observed on the package)". In this way, it will be possible to be compensated for any damage suffered, definitively ascertainable once the package has been opened.
• You can refuse the package due to tampering, meaning you express to the carrier the unacceptability of the package due to tampering, communicating it immediately to the carrier and then to us via email.

Please note: if at least one of these two methods of complaint is not carried out, Pepemio.com will consider the package to have been regularly delivered.

Right of withdrawal for product malfunction/defect

For purely hygienic reasons, products can only be returned or exchanged due to manufacturing defects and/or malfunction. Therefore, it is essential, once the product has been received and the packaging opened, to immediately check the integrity of the purchased goods.

Pepemio.com applies the Hassle-Free Return solution. Within 14 days of receiving the package, the customer who intends to exercise the right of withdrawal must communicate their intention to return the item or items purchased to the Pepemio.com team via email, WhatsApp, or through the form on the website. The request must specify the malfunction/defect of the product with a detailed written description and attach photos and/or videos that particularly highlight the non-conformity of the goods.

You will be contacted and, within 14 days of communication, you must place the purchased goods to be returned inside a packaging box, also including a simple paper return document indicating: order number, order date, order receipt date, and reasons for return, then close and seal everything with adhesive tape. You will hand the package to the courier when they come to collect it.
(Legislative Decree No. 21/2014 implementing Directive 2011/83/EU)

Right of withdrawal for change of mind

A customer who has changed their mind about their purchase may exercise the right of withdrawal within 14 days of receiving the package. In this case, the items must be unused and kept in their original, intact, and unaltered packaging. For clothing, we accept returns even if the seals have been removed, provided that the packaging is intact and the garments have been tried on over underwear.

Before proceeding with the withdrawal, it is necessary to send photographic proof of the condition of the item and its packaging via email, WhatsApp, or the form on the website. After verifying the photographs, our Customer Care will contact the customer to provide instructions for returning the goods. In this case, shipping costs are borne by the customer, who can choose their preferred courier.

Once the goods have been received and verified, we will proceed with the refund using the original payment method or with a coupon of equal value, usable for a future purchase.

We specify that shipping costs incurred by the customer for returning the goods are excluded from the refund.

The Return

Once the goods are received, they will be subjected to our quality control and, depending on the case, we will send you a new product or a product of your choice with a maximum value equal to the returned one, or we will issue a refund.

Pepemio.com will refund the cost of the returned items via bank transfer, PayPal refund, or credit/debit card refund (e.g., Postepay) depending on the payment method chosen during the purchase phase. Specific delivery types chosen during the purchase phase, such as delivery by appointment or cash on delivery supplement, are not refundable.

A sine qua non condition for exercising the right of withdrawal is the concrete integrity of the item, the product, and its packaging to be returned.

In the event that the item does not return in the same conditions in which it was shipped and received, i.e., in perfect condition, unused, with original packaging, external packaging, and any manuals, without any missing parts, and is instead lacking in one or more of its components, Pepemio.com reserves the right not to accept such a return and the product will be returned to the customer at their expense.

Address for package shipment:

MSX S.r.l. Via Enrico Forlanini, 43/47 - 00012 Guidonia Montecelio (RM)

N.B. Pepemio.com takes a maximum of 14 days from receipt of the returned package to process the refund.