Right of Withdrawal
Mila aims to ensure maximum customer satisfaction during the shopping experience.
8.1 Right of Withdrawal
Under Article 52 of the Consumer Code, the Consumer can exercise the right of withdrawal without any valid reason within 14 days from the delivery of the goods by notifying the intention to return the product via phone or email. From the communication, the Consumer has an additional 14 days to return the goods at their own expense. Within the same period, the Merchant undertakes to refund the amount paid for the purchase. The Right of Withdrawal can only be exercised by the Consumer who personally made the purchase and never by a third party.
8.2 Expiry of the Right of Withdrawal
The right of withdrawal expires if the product is not intact (one or more of the following issues):
- absence of the original packaging,
- absence of integral components of the product,
- damage to the product for reasons other than transport.
Furthermore, under Article 59 of the same Code, the Consumer cannot exercise the right of withdrawal if:
- they possess a VAT number,
- they have explicitly requested customization of the product.
8.3 Conditions for Returning Goods
The address for returning goods, considering what is stated in point 8.2, is MILA Srl – UFF. RECESSI/RESI Via Cottolengo, 22/a 10072 Mappano – TO – Italy
As per the law, the cost of shipping the returned goods is the responsibility of the customer.
The shipment, until it is received in our warehouse, is under the complete responsibility of the customer, and in case of damage to the goods during transport, Mila will inform the customer of the incident (within the 5th day of receiving the goods in our warehouse) to allow them to file a report with the chosen courier and obtain a refund for the value of the goods (if insured). In this case, the product will be made available for the customer’s return, and the withdrawal request will be canceled.
Mila is not responsible in any way for damages or theft/loss of goods returned with uninsured shipments. Upon arrival at the warehouse, the product will be examined to assess any damages or tampering not caused by transport. If the returned product is damaged, Mila will retain a percentage from the refund as a contribution to the restoration costs.
8.4 Refund
Subject to any restoration costs for confirmed damage to the original packaging, Mila will refund the customer the full amount paid for the goods (excluding shipping fees) by bank transfer, PayPal, Stripe, or Cash on Delivery within 14 days from the receipt of the goods.
The customer is responsible for promptly providing the bank details for the refund (account holder’s name, IBAN code).
8.5 Loss of Integrity of the Goods
The right of withdrawal is completely lost if the essential condition of integrity of the goods (packaging and/or content) is missing in the cases where Mila verifies:
- the lack of integral components of the product,
- damage to the product for reasons other than transport.
In the case of expiry of the right of withdrawal, Mila will return the purchased goods to the sender, charging them with the shipping costs.