Returns Policy

The customer is obliged to check the products received and inform «Heroes Models di Fabio Santonocito» (hereinafter the “Company”) as soon as possible and in any case within 2 days from the product’s receipt for any obvious external defects or errors in delivery. After the expiry of the period of two days the products are considered to have been received at an excellent condition.

DELIVERY OF A WRONG PRODUCT

This would be the case where due to a proven Company’s fault, the product delivered to you, was other or substantially different from what you ordered. This error may have occurred either due to the wrong entry of the order from the sales department, either by mistake of the warehouse in packaging your order. We apologize in advance for this mistake. In such cases all the costs for the return of the wrong product and for sending the right one are undertaken by the Company and such procedure shall be handled as a top priority for the immediate replacement of the product.

RIGHT TO WITHDRAWAL

You have the right to withdraw from your original purchase and return the product and either purchase another product at the same price or a more expensive one by paying the price difference, or request for a refund, under the terms and conditions described in Article 7 of the Terms of Use, by completing and submitting the Declaration of Withdrawal.

PRODUCT RETURNED FOR SERVICE – REPLACEMENT

All products sold by the Company are durable products and carry all necessary certification for safe operation. All products are accompanied by written instructions (other than simple-to-use products) and a written warranty of reasonable duration, in accordance with the details set out in Article 8 of the Terms of Use.

In case of a faulty/non working product either upon delivery or during the guarantee period, you can return the product to us for technical inspection repair or replacement, according to the warranty conditions  as detailed in Article 8 of the Terms & Contitions.
The products warrantee allows service and fixing or the problem, given that the following conditions are met:

a. the terms and conditions of  warranty are fulfilled and you have the proof of the product’s purchase.
b. the damage is covered by warranty.

You can refer to the terms of the warranty of the product to determine the exact coverage provided.

In order to return your product so as to be repaired please contact us and you will receive immediate written response. Please send the product to ust in order to proceed as soon as possible to the technical inspection and verification of the defect. Following if the product is covered by warranty it will be repair or replace, according to the terms of the manufacturer’s warranty.

In any case that the product’s defect should not be due to its misuse by the client and the product should be accompanied by its original documents of sale (e.g. receipt, etc.) and its commercial – complete package.

The guarantee is provided for a limited period of time as indicated in the detailed product characteristics (usually 2 years).

RETURN PROCEDURE

If you are going to send it via courier:

1. You should pack the product in a larger box to be protected during shipment.
2. You should place in the package that you have created a document that indicates how you want to resolve the outstanding amount, if the return of the product is approved
3. Please note that the return costs are charged to the customer.

We would like to point out that in the event that the product does not meet the above requirements it will be returned to the sender on his charge.

Where the conditions are met and the product’s return is being accepted or the consumer is either entitled to receive a credit note of the value of the product returned so as to buy another product of equal value or receive bank the product’s price in cash, in case that the purchase of the said product was made in cash. If the purchase was made by credit card, then the transaction will be canceled and the amount will be credited to its credit card. In such cases the client will not be entitled for a cash refund.

LIMITATION OF LIABILITY

In case of repeated refunds or in the event that the Company, at its sole discretion, considers that the consumer abuses its refund rights or acts in bad faith, the Company is entitled to refuse to return the product even if the above terms and conditions are met.

The Company reserves the right at any time to cancel or amend the Return Policy through publication of the relevant new terms and conditions on the E-Shop.

For any information about these Terms, please send an email to the email address sales@heroesmodels.it