Refund policy

Refund & Return Policy

Right of Withdrawal (Diritto di Recesso)

In accordance with the Italian Consumer Code (Art. 52–59) and EU Directive 2011/83/EU, customers have the right to withdraw from the purchase within 14 days from the date they receive the product, without providing any reason.

To exercise this right, customers must send a written request via email before the 14‑day period expires.

 

Exceptions to the Right of Withdrawal

Under Art. 59 of the Italian Consumer Code, the right of withdrawal does NOT apply to:

• Products made to the consumer’s specifications
• Custom-made or personalized items

Since our products are created on demand specifically for each order, most items are not eligible for returns or refunds unless they arrive damaged or defective.

 

Damaged, Defective, or Incorrect Items

If the product arrives damaged, defective, or incorrect, customers must contact us within 7 days of delivery and provide:

• Order number
• Description of the issue

• • Photos of the product and packaging

  We will replace the item at no additional cost or issue a refund if replacement is not possible.

   

  Return Shipping

  If a return is approved (only in eligible cases):

  • Customers are responsible for return shipping costs, unless the item is defective or incorrect.
  • Returned items must be unused and in their original packaging.

   

  Refund Processing

  Once the returned item is received and inspected, refunds will be issued within 14 days using the same payment method used for the original purchase.

   

  How to Request a Return or Refund

• To request a return or refund, please contact us at:

  [your email address]
  Subject: Refund Request – Order #[order number]