Shipping to Italy
The delivery of the products on the Italian territory will be made by express courier. Shipments are made only from Monday to Friday, excluding national holidays. From the moment the order is received, we deliver the package in 48/72 hours. Attention: for very large orders a supplement may be required. Once the shipment has been made, you will receive an automatic notification email with the relative tracking number.
Upon receipt of the delivery, the customer must check that the package is perfectly closed. Each package is closed by adhesive tape. Customers are advised NOT to accept it if it is not intact or the adhesive tape is tampered with. If the package is not intact or damaged, or the adhesive tape tampered with, the customer is invited to report it immediately to the courier; otherwise the product will be considered regularly delivered, ganlife.com will not be held responsible for any damage and / or missing products.
In the absence of the recipient at the specified address, the courier will send an email alert to the customer and will attempt a new delivery the next day. In case of impossibility to carry out the delivery even the next day due to the absence of the recipient, the courier will try to contact the customer to schedule a new delivery. In the event that Customer Service fails to contact the customer for the next 5 days or in the event of further impossibility of delivery due to the absence of the recipient, the ordered products will be returned to ganlife.com. In case of change of delivery address after shipment, the surcharge applied by the express courier will be charged to the recipient.
International shipments
The delivery of products purchased on the international territory will be made by express courier. Sb-online ships to almost all European countries. For bulky shipments or shipments exceeding 4 kg an additional supplement will be requested. The times vary from 48h to 72h; for countries not belonging to the European Union or with particular tax regimes (eg Canary Islands) there may be CUSTOMS DUTIES (to be paid by the customer) or other taxes to be paid at the time of delivery.
Right of withdrawal
In accordance with the legal provisions in force, the buyer has the right to withdraw from the purchase without any penalty and without specifying the reason, within the term of 14 days pursuant to art. 57 of Legislative Decree 206/2005 starting from the date of receipt of the products.
In the case of multiple purchases made by the buyer with a single order and delivered separately, the 14-day term starts from the date of receipt of the last product.
The right of withdrawal allows you to return the purchased product on condition that it is intact and not opened and/or tampered with. It is possible to return all or part of the products purchased in the context of the individual order.
The costs of withdrawal are charged to the customer who will also be charged for the costs of sending goods.
It is possible to request a Return in case of lack of conformity (products not ordered, damaged or missing (in this case we are talking about administrative returns)).
- A) Return request for unregistered customers (not in possession of a password)
To make a return you must send an email to info@ganlife.com specifying in the subject of the email “return-order number”, furthermore, in the body of the email, it will be necessary to enter:
- order number;
- email address with which you placed the order (or Name and Surname).
- phone number
- motivation for the return
- attached photographic documentation of any discrepancies and / or breakages
- B) Return Request for Registered Customers
You must access your “personal area” -> “My account” and “log-in”.
You will need to:
- select the order number,
- fill in the appropriate fields
- select which method conforms to your return and/or withdrawal needs.
You will need to select the order number for which you want to exercise the right of withdrawal or want to request a return. In the case of a return, the anomaly found in the supply must be reported.
Within the selected order, you will need to select the products you want to return and choose one of the following options:
- Right of withdrawal (equivalent to canceling, without giving reasons, the order relating to the product / products / entire order placed)
- Damaged / broken product
- Different product from ordered
- Missing product
- Unsolicited supply / unsolicited product / unsolicited products
For damaged/broken products, those that you consider different from those you ordered, and for packages not ordered, it is strongly recommended to insert a photograph of the products or the parcel marker, which you can attach to the return request by clicking on “Attach file “. The photo will help us to facilitate the procedure. If necessary, you can also send it later by e-mail or WhatsApp and our customer service will attach the image to the return request.
Subsequently, you can select which alternative you wish to use, among:
- Reimbursement
- Reshipment
- Credit Coupon Issue
The online return request is then submitted for approval by the Customer Service. Once the return request is successfully approved by our Customer Service, we will arrange for the withdrawal; the products, even if damaged/defective, must be returned, properly packaged, with the original packaging containing them, even if it is also damaged.
If you have requested a refund/coupon, you will be notified of any Refund or Coupon issue.
The order will be refunded within 7 days from the date of receipt of the products.
In case of withdrawal, the products must be intact and with any guarantee seals, otherwise there is the forfeiture of the right of withdrawal. The return (no later than 14 days from the initial receipt) will be at your expense. If, for any reason, the products for which you have advanced the right of withdrawal, should reach us damaged, the right of withdrawal automatically expires and the products remain in our warehouse available for a possible withdrawal at your expense.
The buyer must exercise the right of withdrawal also by sending any explicit declaration containing the decision to withdraw from the contract or alternatively transmit the standard withdrawal form, as per Annex I, part B, Legislative Decree 21/2014, not mandatory.
The goods can be sent to the central warehouse at the following address: Maj Italy | Deposit Acquaviva Srl in Via G.A. Acquaviva, 134/136, 81100 – Caserta – Italy.
The goods must be returned intact, in the original packaging, complete in all its parts and complete with the attached tax documentation. Without prejudice to the right to verify compliance with the above, the site will refund the amount of the products subject to withdrawal within a maximum period of 10 days.
As required by art. 56 paragraph 3 of Legislative Decree 206/2005, amended by Legislative Decree 21/2014, the site may suspend the refund until the goods are received or until the buyer demonstrates that he has returned the goods.
The right of withdrawal will not apply in the event that the services and products of sb-online are included in the categories of art. 59 of Legislative Decree 206/2005.
The site will make the refund using the same payment method chosen by the buyer during the purchase. In the case of payment made by bank transfer, and if the buyer intends to exercise his right of withdrawal, he must provide the bank details: IBAN, SWIFT and BIC necessary for the refund.
The right of withdrawal applies to the product purchased in its entirety; in case of damage to the goods during transport, the customer will be notified of the incident (within the working day following receipt of the goods in their warehouses), to allow him to promptly file a complaint against the courier of his choice and obtain a refund the value of the asset (if insured); in this case, the product will be returned, with shipping costs charged to the customer, at the same time canceling the request for withdrawal.
Ganlife.com is not responsible in any way for damage, theft or loss of goods returned by uninsured shipments. Upon arrival at the warehouse, the product will be examined to assess its use, in the case of creams or liquid products, or any damage not caused by transport. In these cases the right of withdrawal is totally lost, due to lack of the essential condition of integrity of the property (packaging and/or its contents), in cases where ganlife.com ascertains:
The lack of the original packaging and/or accessories;
Damage to the product for reasons other than its transport or for exceeding the time limits established by law, for reasons not arising from us.
In case of forfeiture of the right of withdrawal, ganlife.com will return the purchased good to the customer, charging him the shipping costs. For all aspects not specifically expressed, the European legislation for distance trading prevails.
The purchased product must be intact and returned in its original packaging, complete in all its parts (including the package leaflet, box, any matching gadgets, etc.).
Warranty
All products sold by ganlife.com are covered by the manufacturer’s conventional warranty and by the 24-month warranty for lack of conformity, pursuant to Legislative Decree 24/02.
In the case of VAT numbers, the guarantee is valid for 12 months.
To use the warranty, the Customer must keep the sales certificate, the receipt or the invoice, which he will receive in the package, attached to the purchased product. The manufacturer’s conventional warranty is provided in the manner illustrated in the documentation inside the product packaging.
