Returns must be made within 14 days from the delivery date. Shipping fees for returns will be at RAILSO.com expenses but any customs fees or extra costs will be deducted from the final refund.
Products must be returned in their original packaging with all the original tags and accessories, including the authenticity tag and the security seal that should not be cut or broken
Products must be returned in the same condition they were originally dispatched: not worn, used, altered or damaged in any way. Shoes insoles mustn't be altered in any way, with no signs of use.
Damaged returns will not be accepted and will be returned to the customer at their own expense.
To make a return, customers must enter their personal area and follow the procedure.
Within 3 working days, the customer will receive a confirmation email with the authorization to proceed.
RAILSO.com reserves the right to inspect the returned items to verify their integrity. If the items do not meet the above-mentioned return conditions, the items will be returned to the customer at their expense.
RAILSO.com reserves the right to reject unauthorized returns.
Items can be changed for the same model in a different size or color, if available. Custom fees are paid for by the customer, but it may be possible to recover these costs by contacting the local customs bureau directly. Exchange with a different model or item is not accepted.
Free shipping is only available for one exchange.
In case of defective or incorrect items following a mistake attributed to RAILSO.com, customers are asked to follow the same return procedure.
In these cases, RAILSO.com will refund the purchase price and shipping costs.
Refunds will cover only the prices of the returned items (i.e. not including shipping costs and custom fees)
Refunds will be made within 10 working days of RAILSO.com's receipt and inspection of the returned items. Refunds to credit cards usually take up to 5 working days to appear on the statement (processing times may vary depending on the issuing bank).
The refund will be made on the same credit card or on the same account used by the customer for payment.
Outside the EU, customs duties and sales taxes are non-refundable.
Right of withdrawal
The customer has the right to withdrawal the order for any reason, as regulated in Decree 206/2005 (consumer code). This right may be exercised by customers "consumers" only (persons who purchase the goods for purposes not related to their professional, entrepreneurial or commercial activity).