Feline Hearts

Returns, exchanges and defective products

On this page you will find the conditions for requesting a return, an exchange, canceling the order or reporting a defective product.

Right of withdrawal and returns within 14 days

You can exercise the right of withdrawal within 14 days of delivery of the item.

To send a withdrawal or return request, log in to your customer area using the email address used to place the order.

Exercise your right of withdrawal

After logging in you will be able to select the relevant order and send the request. Once sent, you will receive a confirmation via email and the request will be taken care of by our customer service.

Before shipping your return, you must request and receive our approval.

Alternatively, you can notify us of the return by sending a message and indicating the order number and items to be returned:

• Email: info@apes-lab.com
• WhatsApp: +39 351 745 1032

Once the return has been approved, you can proceed with shipping the package.

Attention: Before sending the return or exchange it is mandatory to complete and attach to the package the form downloadable below:

• Return/exchange form - Italian language
• Return/exchange form - English language

The items must be intact, clean, unused, unwashed, with intact labels and original packaging.

Returns with signs of use, stains, odors, washes, alterations or damage not attributable to a product defect will not be accepted.

The return is the responsibility of the customer, who can choose the courier he prefers and send the package to the following address:

Apes Lab.
Via Nicolò Biondo 234/A
41126 Modena (MO)
Italy

The shipping costs of the return and any size exchange are borne by the customer, except in the case of a defective product found on delivery or an error on our part.

Order cancellation within 1 hour

If you wish to cancel an order you have just placed, you can send a cancellation request within 1 hour of purchase by logging into your customer area.

Request cancellation of the order

The request will be verified by our customer service. The cancellation can only be confirmed if the order has not already been prepared, processed or entrusted to the courier.

Once the cancellation window has passed, it is still possible to exercise the right of withdrawal within 14 days of delivery of the item, according to the conditions indicated on this page.

Change size or model

If you would like an exchange, please let us know the size and/or model you want.

We will make the replacement if the requested item is available. If the size or model is not available, you can choose between:

• refund;
• exchange for another item of your choice.

Refund

The refund is made once the returned items have been received and inspected and will be issued to the original payment method.

Once issued, the chargeback is generally visible within 5–7 working days, but times may vary depending on the bank or payment method used and arrive up to 30 days.

Defective products and warranty

To report a defective product, send us your order number and photo or video of the problem:

• Email: info@apes-lab.com
• WhatsApp: +39 351 745 1032

Normal wear and tear resulting from sporting use of the product does not constitute a defect. We therefore reserve the right to verify the suitability of the request.

If the defect is confirmed, based on the specific case, we will proceed with one of the following options:

• replacement;
• full refund;
• partial refund;
• voucher for the full or partial value of the defective product.

The value of any refunds or vouchers will be calculated based on the price paid at the time of purchase.

Return and resend shipments in the event of a confirmed defective product are at our expense.