When the customer makes a return request for an order that has already been sent and invoiced and, therefore, is in Processed or Completed status, the customer has the possibility to make a return request with resolution type "SUBSTITUTE ITEM" or "BALANCE IN ADVANTAGE". When such request is sent by the customer and is received by STATOORD S.R.L. through the mail servicioalcliente@statoord.com, the return process will start and will proceed to evaluate the request with a maximum duration of 5 working days. It will be validated if the reason for which the customer requests the return of the order is justified, unjustified or simply invalid. Provided that the cancellation is made within the period for exercising the right to a refund, it will be accepted. When the case evaluation process has been completed, the client will be notified in writing through the mail servicioalcliente@statoord.com, if the return request is ACCEPTED or REJECTED, depending on whether the reason for the return is JUSTIFIED or UNJUSTIFIED.


The verification process of the return requests will have a maximum duration of 5 working days and at the end of this process the customer will be notified via email if the request was ACCEPTED or REJECTED.

For more information, please contact us

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