11. Returns and exchanges of Products
    1. If, after the purchase and receipt of the Products by the Customer, the latter, for any reason, is not satisfied with his purchase, the unworn Products can be returned for size/color change or refund within 28 days from date of receipt. The exchange and/or return of the Products will be possible provided that:

1. the Products have not been worn, washed or altered and show no signs of use;
2. the soles of the shoes are in perfect condition and show no signs of any kind;
3. all footwear and accessories must be returned with the safety seal intact together with their original box which is considered to all intents and purposes an integral part of the product itself and which must not have been in any way damaged and/or altered or used as the only outer packaging.
   1. Each cloth must be returned with all labels and tags attached, including all original packaging and accessories (dust bags, hangers, clothing covers, etc.) received with the order.
   2. Returns must be sent inside the Seller's box, which must be well sealed with adhesive tape. In the absence of the Seller's box, another suitable packaging can be used to ship the items.
   3. The return operation will have a cost as specified in the following table, based on the Customer's country:

1. Returns made after the deadline indicated will be accepted exclusively at the discretion of the Seller.
2. To request a return authorization, it is necessary to send the order data (date, type of purchase, customer name) and the e-mail address linked to the account to customerservice@videolook.it. The Customer will receive a confirmation by e-mail, containing the Return Authorization Number (RAN), the shipping label and the instructions to follow to return the Products. It is advisable to wait for the return authorization sent by e-mail from the Seller; this communication must be compulsorily inserted inside the package. The return is accepted only if the procedure indicated in this paragraph is followed.

Unauthorized returns are not accepted: therefore, if the Customer sends the return package anyway, he will not receive any refund. The return of the Products is not free if the Products are returned from a country other than the one originally indicated as the destination address. The refund will be made as soon as the return arrives at the Seller's warehouses and if the items are intact. For orders paid by credit/debit card, the refunded amount will be available to customers in about 10 days and will still be visible on the next card statement. The timing may vary slightly depending on the banking system of the credit card used. For orders paid by bank transfer, the amount will be returned to the original account. The refund will be issued in the same currency as the original purchase. Any differences in amount due to exchange rate fluctuations cannot be refunded.

1. The exchange operation can only be made for a different size or a different color of the same item, if available. Exchanges requested after the deadline indicated above will be accepted exclusively at the discretion of the Seller.
2. For the return of the Products for exchange, please refer to the above procedure for the "return".
3. It is therefore advisable to select the "exchange" procedure and wait for the exchange authorization issued by the Seller: unauthorized exchanges are not accepted.
4. The Customer is invited to indicate the new size/measure, respecting the conditions set out in the return procedure described above. If you wish to replace the Products with other items, we recommend that you request a refund and make a new purchase separately.
5. In the event of an exchange, the return of the Products involves the payment of the return costs (In the event of an error by the Seller, the shipment will have no additional costs).
6. The replacement Products will be shipped to the Customer by courier.