Returns can be requested once your order has been shipped.

Exercise the right of withdrawal and return the order without motivation within 14 days of delivery by following the instructions below.

ATTENTION: products must be returned in the same condition in which they were received, i.e. in perfect condition, complete with all their parts, unused, with the original packaging, labels and tags still attached to the product.

The costs of returning the products are always borne by NGEN S.r.l. – SB as long as the customer respects its instructions and the aforementioned obligations, including the use of the courier chosen by NGEN S.r.l. – SB. If the return is made through a different courier, the customer will have to bear the costs of it.

When the products arrive at the warehouse, their conditions will be verified; NGEN S.r.l. – SB will refund the amount paid for the purchase of the products within 14 days of receipt of the returned goods, using the same purchase payment method chosen by the consumer.

In the event of a decrease in the value of the items caused by the customer’s improper use, NGEN S.r.l. – SB reserves the right to charge any decrease in the value of the item. 

Follow these steps:

>> IF YOU ALREADY HAVE AN ACCOUNT:

1. Log in and click on the “Return product” entry;

2. Select the order containing the items you want to return;

3. Click on “Request return”.
ATTENTION: the package will be picked up at the same address of delivery;

4. Choose the reason for return (non-mandatory);

5. Pick your shipping method:

a. If you choose the NGEN S.r.l. – SB free designated courier (DHL Express), you will receive a delivery note via email with instructions for the return, which must be placed inside the package. Afterwards, you will receive a second email containing the label that must be attached to the package that the courier will then pick up;

b. If you choose another courier, you will receive a delivery note via email with the instructions for the return, which must be placed inside the package; in this case, you will have to borne all shipping costs;

6. Place the products and the delivery note inside the original packaging: the products must be returned in the same condition in which you received them, i.e. in perfect condition, complete with all their parts, unused, with the original packaging, labels and tags still attached to the Product;

7. Seal the package and attach the label you received via email on the outside;
ATTENTION: the return label must be fully applied on the widest side of the package, ensuring that both the delivery address and the barcode are clearly visible. Please cover up any old delivery addresses or barcodes still attached to the package;

8. In case of pickup in: 

- ITALY: DHL will attempt to pick up the parcel after your return request. If this attempt is unsuccessful, you will be responsible for returning the package to our warehouse at your own expense;

- OTHER COUNTRIES: DHL will contact you at the phone number provided during your return request to schedule a pickup. If this attempt is unsuccessful, you will be responsible for returning the package to our warehouse at your own expense;

9. When the package arrives at our warehouse, we will verify the conditions of the items to ensure that the products have been returned in the required conditions;

10. Once the conditions of the items have been verified, we will proceed to refund you the amount paid for the purchase of the Products using the same purchase payment method you used. You will be charged for any decrease in the value of the items and we will refund you only the residual value of the product.

>> IF YOU DON’T HAVE AN ACCOUNT:

1. Log in here;

2. Insert the email address used to make the purchase and the order ID;

3. Choose a password to complete the registration needed for the return procedure;

4. Log in to your account section and follow the instructions in the “If you already have an account” section above.