What to do if the good that we have purchased online and that has been sent to us by the seller reaches us damaged?

If the courier delivers a visibly damaged package to you, sign the courier's proof of delivery withreserve of control, withindication of the type of damagepresent on the cardboard or box (e.g. lower left side torn cardboard). Do not throw away the packaging which will be used to manage any return.

ATTENTION:if you accept without reservation, sign a document that says that the package has arrived in perfect condition, and at that point it will be very difficult to ask for a refund. Therefore accepting the goods "with reserve" puts the recipient in a greater safety condition. However, in any case, the recipient's right to report damage "not recognizable" at the time of delivery, when, for example, the package containing the object appears to be intact on the outside, is reserved.

What procedure to follow to report DAMAGE:
-Contact our Customer Support(clicking here) indicating as Problem "I have received a damaged product"
- In the Description enter the following specifications:

  1. Order reference data:name, date and number of the order placed
  2. Attach thephotosof the product received and its packaging

Our teamwill take care of your request and will contact you as soon as possible to arrange with you the collection of the damaged goods and the shipment of the new one.

Even in the case of damage not recognizable at the time of delivery, the recipient must report the damage to the carrier and to Kelso Storewithin 7 days of receipt of the goods, otherwise he loses the right to obtain compensation for damages to the carrier.


Right of withdrawal

In compliance with the provisions of articles 64 and following of the Legislative Decree 6 September 2005 n. 206 (and subsequent amendments and additions), the Customer (consumer), if not satisfied with the products or the content of the services purchased, can return the products themselves or renounce the right to provide services and obtain a refund of the price already paid on site. advance payment. The Professional Client will not be able to exercise the right of withdrawal.

Costs for returning goods:
The return shipment is at the expense and risk of the customer.
We recommend that you take out transport insurance with the courier chosen to return the goods.

Timing to be respected for withdrawal:
You have the right to withdraw from the contract and request a withdrawal,within 14 daysfrom receipt of the product.
The withdrawal period expires after 14 days from the day on which the customer or a third person, other than the carrier and designated by the customer, acquires physical possession of the product.

What procedure to follow to make a WITHDRAWAL:
- Contact our Customer Support(clicking here) indicating as Problem "I want to request a return / withdrawal"
- Enter the following specifications in the Description:

  1. Order reference data:name, date and number of the order placed
  2. Your will towithdraw from the contract
  3. Attach thephotoof the product and its packaging

Our team will process your request and send you a confirmation of receipt on a durable medium (e-mail). He will contact you to arrange the shipping method for the product.

NB: Limitations and exclusions:
Below is a list of product categories that can undergolimitationsorexclusions from the right of withdrawal:

  • CategoryLARGE AND SMALL HOUSEHOLD APPLIANCES: for hygienic reasons, all products must be returned in the same condition in which they were delivered. The products must therefore be returnedintact,not usedand inoriginal packaging. If we are satisfied that these products have been used or are unlabeled, Kelso Store will not be able to process the return.
  • MASS MEMORY PRODUCTS:To ensure the privacy of the data contained even after cancellation, these products must be returned in the same condition in which they were delivered. The products must therefore be returnedintact,not usedand inoriginal packaging.
  • Category FOR HIM AND FOR HER:For hygienic and safety reasons, all products must be returned innew conditionsand in the original packaging. Kelso Store also does not accept the return of products for which the packaging seal has been removed.
  • PRODUCTS PACKED IN TRANSPARENT BLISTERS:(for example cartridges, SD memories, kitchen items ..) the withdrawal will not be accepted if the package has been opened. Being transparent, the package allows you to view the product in advance.
  • The right of withdrawal does not apply toAUDIOVISUAL PRODUCTSand aiCOMPUTER SOFTWAREsealed open by the consumer and not even to the supply ofgoods made to measureor clearly personalized or which, by their nature, cannot be returned due to the risk of deterioration or rapid alteration.

If the customer does not comply with these instructions for the return procedure, Kelso Store reserves the right to refuse the return of the product.

Effects of withdrawal

If you withdraw from this contract, you will be reimbursed for all payments you have made to us, including delivery costs (except for the additional costs arising from your choosing a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any case no later than 14 days from receipt of the product. These refunds will be made using the same payment method used for the initial transaction, unless you have expressly agreed otherwise; in any case, you will not have to incur any costs as a consequence of this reimbursement.

The reimbursement may be suspended until the goods are received or until the goods have been returned if this occurs before the goods are received.

Please return the goods or deliver them to us, without undue delay and in any case within 14 days from the day on which you notified us of your withdrawal from this contract. The deadline is met if you return the goods before the 14-day period has expired. The direct costs of returning the goods will be at your expense.

Kelso Store is not responsible in any way for damage or theft / loss of goods returned by uninsured shipments.

Kelso Store reserves the right to check the packaging of the returned product and, depending on the conditions, can reduce the value of the amount paid for the product from 10% to 20%.

Kelso Store also reserves the right to specify to the customer the percentage reduction from 10% to 20% after viewing the product, even in contradiction with the consumer himself, based on how much it has actually been used.

The aforementioned conditions for withdrawal are not valid in the case of special promotions such as "Satisfied or refunded" or similar. In such cases, the conditions expressed in the promotion regulations will prevail.


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