Refund Policy

For most products we have a 7 day returns policy, meaning you have 7 days after receiving your item to request a return, however special order parts cannot be returned unless specifically arranged with us.

To be eligible for a return, your item must be in the same condition as you received it, with tags and in its original packaging. You will also need your receipt or proof of purchase.

For the return, the shipping cost is charged to the customer.

To initiate a return, you can contact us at info@fratellileo.com. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items returned without first requesting a return will not be accepted.

You can always contact us for any return questions at info@fratellileo.com or directly via the live chat on www.fratellileo.com.

 

Cancellations

Special order parts cannot be canceled once they have been shipped from the factory and are in transit to us.

At this point, we are unable to cancel your order with the factory and the goods will be passed on to you at the agreed cost as per the sales contract.

Returned without reason, no longer necessary, the refund will be 75% for storage costs.

Parts sold from warehouse to consumers may be returned within 7 days of the delivery date, provided they have not been used and are in the same condition in which they were shipped.

Subject to the same conditions above, electrical parts can be returned only if still in the intact and sealed package.

Return requests, including those for defective, non-functioning or inadequate products, must be sent in writing within 7 days from the delivery date to info@fratellileo.com and then another 7 days are allowed for the goods to reach our warehouse. 

Returns outside of this period will be accepted or rejected at our discretion.

All goods must be accompanied by a completed returns form and it is your responsibility to cover all return postage costs.

In certain circumstances we may issue a formal request to return special order items to the factory and, if requested, we will always endeavor to act in your best interests to facilitate the return.

Please note that the decision to accept or decline the return is entirely at the discretion of the factory (and may take several weeks to complete).

For unsuitable and/or no longer needed products, we charge a storage and processing fee of 25% of the purchase value.

 

HOW TO MAKE A RETURN

• It is possible to send an explicit declaration of the decision to withdraw to Fratelli Leo, to the e-mail address info@fratellileo.com, requesting the withdrawal form from Customer Care and then following the instructions in the withdrawal confirmation e-mail to conclude the procedure.
• At the end of the procedure, a confirmation e-mail will be sent containing instructions for returning the product.
• Insert the copy of the receipt and delivery note in the box together with the product(s) to be returned. The products must be returned in the same condition in which you received them, i.e. in perfect condition, complete with all their elements, unused, with the original packaging and any attached manuals, labels and tags still attached to the product. .
• Prepare the box by sticking the sheet with the address of our warehouse on the outside.

The return of the items to Fratelli Leo srl must take place without undue delay and, in any case, within 7 days from the day on which the withdrawal request was made. The deadline is met if the goods have been shipped before the expiry of the 7-day period. For safety, always keep the shipping receipt.

Return address:

Fratelli Leo Srl (return)

Strada del Drosso, 39, 10135 Turin (TO)

Damage and problems
Inspect your order upon receipt and contact us should goods arrive damaged, you must report this within 24 hours of delivery.

If the package is damaged the customer must refuse the delivery immediately, at the same time.

All claims for damages should be sent to info@fratellileo.com and accompanied by detailed photos of the parts, the box they arrived in, and any packaging surrounding the parts.

We would also need an accurate description of the damage (highlighted by the photos), which courier delivered the parcel, the associated tracking number and if there is any evidence of how parts got damaged.

Once these details have been received, we will arrange the shipment of the spare parts as soon as possible.

Please notice that if parts are on special order then they will take 10-14 days to get to us before being despatched and damage claims will result in replacement parts only, no refunds can be issued for damaged parts.

DAMAGED PRODUCT:

In case of Return for incorrect, damaged or defective product, the shipping costs are at our expense. In addition to the value of the products purchased, the amount relating to the logistical costs incurred for the delivery of the order will also be reimbursed, in the event that the returned product is the only one present in the order. Furthermore, the transport costs for the return will not be charged.

Missing or incorrect parts

We must be notified of missing or incorrect goods within 5 days of parts delivery.

If one party has the correct part number and the correct description, but the physical part is incorrect (miss-boxed) then you have another 5 days to report it (10 days from delivery).

Any discrepancies reported after these periods will be handled at our discretion.

Please be aware that if a part was a special order and has arrived incorrectly packaged it could take a few weeks to resolve the situation as we will need the factory to investigate their stock (if we order a replacement before a investigation, then it is most likely wrong parts will come again).

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once your return has been received and inspected and let you know whether or not the refund has been approved. If approved, you will automatically be refunded back to your original payment method. Please note that it may take some time for your bank or credit card company to process and post your refund.