Retours et remboursements

Statutory change-of-mind withdrawal, voluntary size exchange and faulty/wrong-item assistance are separate procedures. Choosing a request category does not reduce rights. No account or reason is required for withdrawal. Photographs may assist investigation of a defect but are not an automatic condition for retaining statutory rights.

For ordinary distance purchases, notify withdrawal within 14 calendar days after you or your nominated non-carrier third party obtains physical possession. For several goods in one order delivered separately, the period begins with the last good; for multiple lots, with the last lot. Sending notice before expiry is sufficient. Failure to provide required withdrawal information may extend the period by up to 12 months beyond the original period. Discounts do not exclude withdrawal.

Use “Withdraw from contract here” on this page or through the footer. Enter your name, confirmation email, contract reference and items, review the statement and select “Confirm withdrawal”. The system records the content and UTC submission time and provides a downloadable receipt. Automatic email acknowledgment is not yet active: an on-screen receipt alone is not represented as completing every online-function requirement. Until setup is completed, retain the receipt and also notify info@giovenza.com. Email and any other unequivocal notice remain valid alternatives; discretionary approval is not required to exercise withdrawal.

To: SHORTIQLAB STUDIOS ECOM - FZCO, Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates; info@giovenza.com. “I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: …; ordered on/received on: …; name of consumer(s): …; address of consumer(s): …; date: …; signature of consumer(s), only if this form is notified on paper.” You may use this model or an equivalent unequivocal statement. No handwritten signature is needed for the online function.

Return goods without undue delay and within 14 days after notifying withdrawal; dispatch within that period is sufficient. Request operational instructions and the actual return address; do not use the registered office as a warehouse without confirmation. The operational return address is still to be confirmed before sales open. Internal arrangements cannot unlawfully obstruct return or extend deadlines. Keep dispatch evidence. Customers pay direct withdrawal-return costs only if informed before purchase; mandatory defect remedies must not carry unlawful customer charges.

You may inspect and try goods as necessary to establish their nature, characteristics and functioning, as in a shop. Try shoes in a clean environment without outdoor use. Liability is limited to diminished value from handling beyond that inspection where law permits and information was supplied. Missing boxes or tags do not automatically remove withdrawal rights. Any deduction must be explained and proportionate, not a fixed penalty or arbitrary handling fee.

For valid withdrawal, reimburse payments received, including the least expensive standard outbound delivery option, without undue delay and within 14 days after receiving notice. Extra charges for a premium option chosen over standard need not be reimbursed. Unless collection was offered, reimbursement may be withheld until goods or dispatch evidence are received, whichever occurs first. Use the original payment method unless expressly agreed otherwise, without reimbursement fees or compulsory vouchers. Payment-network credit times do not change the seller’s refund deadline.

Only genuine statutory exceptions disclosed before purchase apply, for example clearly personalised or made-to-specification goods. Selecting an ordinary size does not personalise a product. The exception for unsealed goods unsuitable for return for genuine health/hygiene reasons is narrow, not a blanket exclusion for clothes, shoes or accessories. Lack of replacement stock does not prevent a withdrawal refund.

Where EU withdrawal or stronger local rights do not apply, Giovenza offers voluntary shoe return requests within 48 hours after delivery, verified against tracking. For this additional concession shoes must be new, not used outdoors, with packaging and accessories; direct return costs are borne by the customer if disclosed. There are no discretionary change-of-mind or customer-wrong-size returns/exchanges for jeans, hoodies, T-shirts, jackets, other clothing or accessories. Mandatory local rights always prevail. A seller error or defect is not treated as a discretionary change of mind.

A requested exchange does not guarantee stock of the new size. Contact us to check; any voluntary conditions or additional costs must be agreed in advance. EU consumers may instead withdraw within the applicable period and make a new purchase; an exchange cannot be imposed instead of a withdrawal refund. Supplying a size different from the ordered variant is a fulfilment error, not a customer size-selection mistake.

Notify issues promptly with the order, item and description; a 48-hour or seven-day commercial cutoff does not extinguish conformity rights. EU remedies include free repair/replacement and, when statutory conditions apply, price reduction or termination; seller liability lasts at least two years, subject to greater national protection. UAE rights arise under Federal Law 15/2020, its implementing measures and other applicable legislation. Mandatory remedies must be provided without unlawful charges. Reporting damage to a carrier helps evidence but is not an automatic prerequisite to consumer protection.