Olga K.
Google
Slam Jam violates customer rights and does not comply with the Consumer Code (Legislative Decree No. 206 of 6 September 2005), Italy, Article 67, paragraph 4, nor with European legislation (Directive 2011/83/EU).
I purchased a pair of shoes that turned out to be too small. In my order, I paid for the shoes and delivery costs (+€13). I wanted to exchange them for a larger size, but it was unavailable. The shop did not offer me any alternative options, such as an exchange for another model or the possibility to wait until my size was back in stock. The only option provided was to cancel the order and return the shoes.
When I returned the shoes, they charged me an additional €13 for return shipping, resulting in a total expense of €26 without having the shoes I originally purchased.
Consumer Code (Legislative Decree No. 206 of 6 September 2005), Italy, Article 67, paragraph 4
This article states:
"The professional must reimburse the amounts paid by the consumer, including those paid as a deposit ('caparra')."
This reimbursement includes the total amount paid by the consumer, including the initial shipping costs, provided these were charged.
Additionally, European legislation (Directive 2011/83/EU), which forms the basis for this regulation in Italy, requires sellers to reimburse the initial standard shipping costs in the event of withdrawal. However, additional costs for specific shipping methods (e.g., express shipping) chosen by the consumer are not refundable. This principle is consistently applied across EU countries, including Italy.
I contacted the support team to review my case, but they justified their refusal to refund the €13 shipping costs by referring to their terms and conditions. I explained that their policy violates customer rights and European legislation, which clearly requires the refund of these costs.
After a long discussion, they closed the case without resolving it, fully aware that their policy violates European regulations designed to protect consumer rights.
