Return Policy: # Return Policy and Right of Withdrawal Our customer satisfaction is important to Foku. For this reason, we handle every return, assistance, or report request with care, in compliance with applicable legislation and the nature of our products. ## Right of Withdrawal For purchases made online or remotely, the consumer customer can exercise the right of withdrawal within **14 days from the date of delivery of the product**, without having to provide a reason. To exercise the right of withdrawal, it is necessary to send a written communication to: **Email:** [foku@foku.it](mailto:foku@foku.it) **Telephone:** 095 7188916 The communication must include: **order number** **customer's name and surname** **product purchased** **delivery date** **telephone number, if applicable** After receiving the request, Foku will send the instructions for proceeding with the return. ## Condition of the returned product The product must be returned: **intact** **not used for cooking** **complete with all accessories received** **with manuals, documentation and original components** **in the original packaging or equivalent packaging suitable for transport** For heavy or bulky products, such as barbecues, ovens and lava stone accessories, the return must be made with adequate and safe packaging, preferably on a pallet or with equivalent protection. Any damage caused by inadequate packaging during return transport may affect the evaluation of the refund. ## Customized products The right of withdrawal does not apply to products made to measure or personalized at the customer's request, for example items with engravings, specific modifications, special finishes or non-standard configurations. For these products, returns are possible only in the event of a defect, manufacturing error or non-conformity of the product received. ## Return costs The direct return costs are borne by the customer, except in the case where the product has defects, damage or errors attributable to Foku, production or shipping. For bulky products, the cost of return shipping may vary based on weight, size, collection location, and shipping method. ## Refund After receiving the returned product and verifying its condition, Foku will refund the amount paid using the payment method used for the purchase. The refund will be made within the timeframe established by applicable law and may be suspended until the returned product is received or the customer provides proof of shipment. ## Product damaged upon delivery If the product arrives damaged, please contact us as soon as possible, preferably within **48 hours of delivery**, sending: **photo of the external packaging** **photo of the damaged product** **description of the problem** **order number** Whenever possible, we recommend checking the packaging upon delivery and reporting any visible damage to the courier. Reporting within 48 hours helps us quickly manage the issue with the carrier, without limiting the consumer's legal rights. ## Legal guarantee Foku products are covered by the legal guarantee provided for consumer goods. The warranty covers defects of conformity existing at the time of delivery and manifested within the terms established by law. Damage caused by improper use, lack of maintenance, impacts, falls, unauthorized interventions, use not in accordance with the instructions or normal wear and tear of materials is not covered by the warranty. ## Contacts For returns, assistance or information requests: **Foku** **Email:** [foku@foku.it](mailto:foku@foku.it) **Telephone:** 095 7188916 **Website:** [www.foku.it](http://www.foku.it)
