Refund policy

 

Refund Policy
Returns and Refunds
Returns are not allowed for used products. Returns are permitted only in the following three cases:
  1. If the item does not match what is stated in the order confirmation.
  2. If the item has a hidden defect that compromises its usability.
  3. If the condition of the item is significantly different from what was reported at the time of negotiation.
To return the item, it is necessary to send an email to support.2ndact@monnalisa.com including the order information and documentation proving one or more of the above-mentioned issues. Each claim will be carefully evaluated by the Manager’s staff and, in some cases, the Manager may partially refund or not refund the Buyer at all.
Condition of Returned Products
Returns will not be accepted for Products that are not in the same condition in which they were received, or that have been used beyond the mere opening of the Product. Improper use of the item that compromises its integrity, or the use of consumable materials related to the product, does not entitle the Buyer to request a return.
Return is not accepted in the following cases:
  • Absence of the original external packaging and/or internal wrapping;
  • Missing components of the product (accessories, parts, etc.);
  • Damage to the product caused by factors other than transportation, including partial or total tampering of the product or any of its parts.
In the event of forfeiture of the right of withdrawal, the item will remain at the Manager’s headquarters, available for collection by the Seller at their own expense.
Conformity Defects
Upon delivery of the goods by the courier, the Customer is invited and in any case required to check:
  • That the number of packages actually delivered matches what is indicated on the transport document;
  • That the packaging of the parcels is intact in all its parts, not damaged, nor compromised by weather conditions or otherwise altered.
What to Do in Case of Defects
Any damage to the packaging and/or product, or discrepancies in the number of packages or other issues, must be immediately reported by placing a written reservation (specifying the reason, e.g., “punctured package,” “crushed package,” etc.) on the courier’s delivery receipt. Once the courier’s document has been signed, the Customer will no longer be able to raise objections regarding the external appearance of the delivered items.
If the Customer believes that the Product is not in conformity with what was ordered and/or purchased, or that it is defective, they must immediately contact the Manager by sending an email to support.2ndact@monnalisa.com. The Customer must then return the Product according to the procedures outlined in the Terms and Conditions of Service.