Customer care

The Customer has the right to withdraw from the purchase contract, without any penalty and without specifying the reason, within a period of fourteen (14) days from the day when the Products are received (“Withdrawal Period”).

In order to exercise his/her right of withdrawal the Customer must notify A&G of his/her decision to withdraw from the contract, by means of an explicit declaration (e.g. letter sent by post, fax or email) to be sent, prior to expiry of the Withdrawal Period, according the means used, to the following addresses:

• by email to customercare@janetandjanet.com;
• by fax to the number 0731-870927;
• by registered mail return receipt or courier to A&G Calzaturificio SpA, Ufficio Servizio Clienti E-Shop, Via A. Merloni 20, Serra dei Conti (AN), Italia.

The declaration must specify the order number and, in cases where the order refers to more than one Product, the Product relative to which the Customer intends to exercise his/her right of withdrawal.
To this end the Customer may use the attached withdrawal form by this is not mandatory.

In case of withdrawal, the Customer must send back the Products or hand them in directly to A&G Calzaturificio SpA, Ufficio Servizio Clienti E-Shop, Via A. Merloni 20, Serra dei Conti (AN), Italia, without undue delay and in any case not more than 14 (fourteen) days from the day on which the Customer notified A&G of withdrawal from the Purchase Contract (Return Period). The term has been observed if the Customer sends back or hands the goods back directly prior to the expiry of the Return Period.
The direct costs of returning the goods shall be payable by A&G ONLY IF the Customer carries out the return by using, according to the Residence Country selected, the relevant Courier as per section 7.6 above (i.e BRT SpA, better known as Bartolini Corriere Espresso, for Customers resident in Italy; DHL International GmbH, better known as DHL Express, for Customers resident in Residence Countries, as listed in section 2.1.iii of General Conditions of Purchase taht it is recommended to read carefully). Otherwise, should the Customer carry out the return using different means (that is, if he/she sends the purchased Products by parcel services or by using a forwarding company or courier that is not the Courier), the direct costs of the return of the Products referred to in the previous subsection shall be payable by the Customer.
The Product must be sent back appropriately protected and packed and, if possible, in its original packaging. From the day of receipt until the expiry of the Withdrawal Period the Product must be kept with normal care and, in the case of withdrawal, it must be returned intact and complete in all of its parts including all of its accessories, leaflets and seals of guarantee attached to the Product, as well as with its identifying cards and labels, if present, all, in any case, being intact and not tampered with, and suitable for the use for which it was destined and free of signs of wear or soiling.

In case of a withdrawal exercised validly, the payments made Customer shall be reimbursed to him/her, including delivery charges, without undue delay and in any case not more than 14 (fourteen) days from the day on which A&G was informed of the Customer’s decision to withdraw from the purchase contract.
Any such reimbursements shall be made via bank transfer (the Customer will communicate his bank account details together with his withdrawal will) without any charge for the Customer as a consequence of such a reimbursement.
The reimbursement referred to in the previous paragraphs may be suspended by A&G until such time as the Products have been received or until the Customer has demonstrated to have sent back the Products, whichever is the earlier.
The Customer is only responsible for the reduction in value deriving from handling the Products in a way that is necessary in order to establish their nature, characteristics and functioning.

In cases where the withdrawal has not been carried out according to applicable legal requirements, the withdrawal shall not be considered valid and consequently shall not give the right to a reimbursement of the Price. In such cases, A&G shall inform the Customer in good time. If the Product has already been returned to A&G, it shall be kept at A&G’s premises awaiting collection by the Customer, which must be carried out at the cost and liability of the Customer himself/herself.