Refund policy
Withdrawal, returns and guarantee
1. Right of withdrawal: you have 14 days
If you are a consumer, you can return what you bought within 14 days without giving us any reason.
The 14 days start on the day you physically receive the product (you or a person you designate, other than the carrier). If an order is delivered in several shipments, the 14 days start when you receive the last item.
As provided by law, you can withdraw from the moment you order until 14 days after you receive the product. If the order has not shipped yet, we will cancel it and refund you. If the parcel is already on its way, we will write to you within 48 working hours to tell you what to do next.
2. How to withdraw
All it takes is a clear statement within the 14 days, in one of these ways:
- the online function “Withdraw from contract here”, which you can also find at the bottom of every page of the website;
- email to info@rockmusicawords.com, stating your order number and the items you are returning;
- WhatsApp at +39 071 4040252;
- the model withdrawal form in section 7, filled in and sent by email.
You can also exercise your right of withdrawal online at www.rockmusicawords.com/en/pages/recesso. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.
We will reply within 48 working hours with the address to send the return to. You do not need our prior authorisation to be within the deadline: what counts is the date you send us your statement.
3. Who pays for the return
Return shipping is at your expense. As a guide, a parcel within Italy costs about €7-10; from abroad the cost varies by country. We recommend a tracked service: until the parcel reaches us, the risk remains with you.
We will, however, refund in full the outbound shipping you paid, up to the cost of standard shipping.
4. The refund
We will refund you within 14 days of receiving your withdrawal statement, using the same payment method you used and at no extra cost. We may withhold the refund until we receive the return or you send us proof that you have shipped it.
The product must be returned intact, with its labels and packaging. You can try it on to check the size, as you would in a shop: however, if the product has been used or damaged beyond that, we may reduce the refund in proportion to the loss in value.
5. When withdrawal does not apply
Withdrawal does not apply to goods made to your specific instructions or clearly personalised — for example a print with a name, a date or an image that you give us.
T-shirts, sweatshirts, mugs and the other items in our catalogue are not covered by this exception: even if we print them after your order, the design is ours and size and colour are pre-set variants. The right of withdrawal always applies to these products.
6. Pre-order products
Some products, such as the Rock Calendar, are sold on pre-order: you pay when you order and shipping starts on the date shown on the product page.
The same withdrawal rules apply as for any other order: as provided by law, you can withdraw from the moment you order until 14 days after you receive the product. If the order has not shipped yet, we will cancel it and refund you in full within 14 days. For pre-order products, until the order has been delivered to you the refund is always in full, even if the parcel is already on its way. You can use the “Withdraw from contract here” function, or write to us at info@rockmusicawords.com or on WhatsApp at +39 071 4040252.
7. Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract.
To: WINK S.R.L. – Rock Music aWords Merch, Corso Carlo Alberto 82/A, 60127 Ancona (AN), Italy – info@rockmusicawords.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ______________________________
Order no. ________ placed on ________
Received on ________
Name of consumer: ______________________
Address of consumer: ______________________
Signature of consumer (only if this form is sent on paper): ______________________
Date: ________
8. Legal guarantee of conformity: 2 years
In addition to withdrawal, you have the legal guarantee of conformity for 2 years from delivery. If the product is defective, does not match its description or deteriorates because of a manufacturing defect, you are entitled to repair or replacement free of charge and, if these are not possible, to a price reduction or to termination of the contract with a refund.
Write to info@rockmusicawords.com with your order number, a description of the problem and a photo. We pay the return costs under the guarantee.
The European Union harmonised notice on the legal guarantee of conformity is published at www.rockmusicawords.com/en/pages/garanzia-legale and also opens from the “Your legal guarantee rights” link at the bottom of every page.
9. Product damaged in transit or wrong item
Contact us as soon as you notice, with photos of the product and of the packaging. We will replace the product or refund you in full, and we pay the return costs. Telling us straight away helps us claim against the carrier, but you do not lose any rights if you write to us later.
10. Contact
WINK S.R.L. – Rock Music aWords Merch
Corso Carlo Alberto 82/A, 60127 Ancona (AN), Italy
info@rockmusicawords.com – +39 071 4040252 (also WhatsApp; by phone, press 2)