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Return policy

The Level Group Srl ("the Seller") aims to guarantee your complete satisfaction. If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to cancel, without any penalty, within fourteen (14) working days from the date on which you received the products purchased at herno.com. The 14 day period applies regardless of whether the products are purchased at full or sale price.

We try to show the colours of products as accurately as possible. However, different computer screens can show colours in different ways and we cannot guarantee that your screen will present the colour perfectly.

All products are certified as high quality and carefully checked when shipped.

Should you receive a product that is not in perfect condition, please contact us immediately.

Please send us all products for return in the same shipment to ensure that your return is processed as soon as possible.

The products must be returned in their original packaging so that they are adequately protected during transit.

If you are placing your order from Italy, where the Consumer Code (Legislative Decree no. 206/2005) is in force, or from another EU country (where legislation broadly equivalent to the Consumer Code is in force due to the harmonised standards of the European Union), the Consumer Protection (Distance Selling) Regulations 2000 (DSRs) apply and you have the right to cancel your order using our return service. Please note that the shipping costs for the return will be charged to you and will be deducted from the amount spent, as detailed further below.

You must send a message specifying your wish to cancel the contract for the entire order or for individual products that form part of it to Customer Services no later than 14 days after receiving the products. Contact us by visiting the Customer Services section or write to us at:

  • The Level Group S.r.l.
  • Order Cancellation
  • Piazza Arcole, 4
  • 20143, Milan
  • Italy

When our Customer Care team receives your message notifying us of your wish to cancel the contract, they will send you an email with the Return Authorisation Number. Please include this number on the Returns Proforma Invoice that you will get with your order and fill it in with the requested details. Send us the Returns Proforma Invoice with your return so we can process it straight away. If you lose your Returns Proforma Invoice, you can download it from the link that you will find in the email authorising the return, which you will have received from our Customer Care team, or you can download it HERE

We recommend that you insure the return shipment as you are responsible for any damage until we receive it at our warehouse. We also recommend using a secure, trackable shipping method for the return and that you keep proof of shipping, in case you need to make any claims.

Please note that you will be responsible for covering shipping costs for the return, in accordance with the methods detailed below.

1. CONDITIONS FOR RETURNING ITEMS
  • A. The request for return authorization must be filled out correctly and sent to the Seller within 14 working days from the delivery date. The request can also be sent, within the same time limit, by recorded delivery to the Seller's address (The Level Group srl) Piazza Arcole 4, 20143, Milan
  • B. The products must not have been used, worn, washed or damaged
  • C. Tags must still be attached to the products with the disposable seal; please try the product without removing the tag and relevant seal because products returned without these will not be accepted
  • D. Products must be returned in their original packaging
  • E. Returned products must be sent to the Seller in a single shipment. The Seller reserves the right not to accept items of the same order if returned and shipped at different times
2. WAYS TO RETURN PRODUCTS

The products can be returned by shipping the package through the courier indicated by the Seller (UPS), or through another carrier, only after filling in the Return Authorization Number request which can be found online in the Customer Service area in order to obtain the return number. It is not possible to exchange the chosen item for another one.

Returns can be shipped via the UPS courier indicated by the Seller, using the pre-printed label you will find inside your package. This method will allow the Seller to pay for the shipment on your behalf and to verify at any time where your package is located. Contact UPS to arrange the pickup. If you decide to use a different shipping agent to return the products, other than the one indicated by the Seller, you will have to pay the costs of the return yourself and you will be responsible in case of loss or damages to the products during transport.

The products to be returned must be delivered to the courier within fourteen (14) working days from the date of their receipt.

Stick the pre-printed label (sent with your original order) on the outside of the package. If you cannot find the pre-printed label, you can ask the Courier to bring one when they come to collect the package. Fill it in with the following information:

  • The Level Group Srl
  • Herno Online Store
  • c/o Geodis Logistics S.p.A.
  • Via Dogana Po, 2/A
  • 29015 Castel San Giovanni (PC)
  • Piacenza

You will be notified by e-mail when your return is received and processed.

If you want to track your return, all you have to do is LOG IN at any time, go to the Orders section in "My Account" and enter the aforementioned Return Authorisation Number.

If you are sending the package from a country outside of the European Union, please complete 5 copies of the Returns Proforma Invoice. These documents are necessary for customs clearance and must be given to the courier. You will find the Proforma Return Invoice inside the package that was sent to you; you can also download a copy from HERE.

If you are sending the package from Russia or the USA, please complete 5 copies of the Returns Proforma Invoice with the relevant descriptions and value of each item. These documents are necessary for customs clearance and must be given to the courier.

If you have complied with all required conditions, the Seller will refund the price of the purchased products, and you will be responsible only for the return costs, i.e. those incurred when returning the purchased products to the Seller. If you decide to use the UPS courier, however, you will not have to pay the return costs yourself, as the Seller will pay the UPS courier on your behalf, withholding from the refund an amount equal to the cost previously incurred for the delivery of the purchased products to your home. If you decide to use a different carrier, you will have to pay the return costs yourself. You will be contacted if your return cannot be accepted because it does not comply with the above conditions. In this case, you can opt to have the purchased products returned to you at your own expense. If you refuse this delivery, the Seller reserves the right to keep the products and the corresponding purchase amount of said products.

3. REFUND TIMES AND MEANS

After the Seller has received your returned items and checked that all requirements have been met, you will receive an email confirming acceptance of the returned items. Whatever payment method you use (credit/debit card or cash payment on delivery), the refund is activated by the Seller as soon as possible and, in any case, within fourteen (14) days from the date on which they became aware of the exercise of your right to cancel, once it has been verified that the cancellation has taken place in accordance with the above conditions.

If your order was sent to a destination within the European Union, all taxes (VAT) will be refunded. Outside of the European Union, customs duties and taxes cannot be refunded. In any case, you can recover these costs by contacting your local customs office directly. As this may not be available in all countries, we recommend using a customs broker if you want to get a refund on the custom duties for the returned goods.

The actual time period for crediting or refunding the amount you paid for purchasing the products depends on the form of payment used:

  • A. Purchase by credit/debit card: Refund processing time depends on the credit/debit card company, but normally takes place no longer than the time of two bank statements. Please note that the value date of the refund will in any case be the same as the debit date, so you will not suffer any loss in terms of bank interest;
  • B. Cash payment on delivery: The refund is made to the account you indicated, so the refund time depends on the correctness of the data entered; Normally the refund takes place within fourteen (14) days.
  • 4. FURTHER INFORMATION

    Additional returns information:

    We are currently unable to exchange goods.

    You must ship the return from the same country where the order was placed. We cannot accept returns from different countries.

    Returns that do not comply with the conditions described above or which have incomplete or missing customs documents will be refused and returned to sender.

    If you have placed an order but are not registered yet, you can request a Return Authorisation Number (RAN) BY CLICKING HERE

    Returning products using our services

    Click here to learn more about how to read the prepaid label.

    UPS: You can contact UPS by phone by calling the UPS centre in your country, whose details are available via the following LINK. Alternatively, you can return your product via the WEBSITE or by visiting one of the UPS collection points in your country, detailed via this LINK

    DHL: You can contact DHL by calling the DHL centre in your country. Alternatively, you can arrange a collection via the WEBSITE

    FEDEX: You can contact FedEx by calling FedEx Customer Service on 199.151.119. Alternatively, you can arrange a collection via the WEBSITE

    DHL PAKET: You can contact DHL Paket via the following email address (24 hours before collection). Alternatively, you can arrange a collection through the website or deliver the parcel to the nearest DP shop

    OTHER COURIERS: You can select the courier you prefer. However, the return shipping costs will be at your expense and will not be refunded. Please note that choosing your own courier may slow down the return process and the final refund.


    Last update: July 2020