Return Instructions

Returns and Refunds Policy – pursuant to Legislative Decree 206/2005

This policy governs the return and refund conditions that apply to purchases made on the website, in accordance with the Italian Consumer Code (Legislative Decree 206/2005).
By placing an order, the customer confirms that they have read and fully accepted the conditions set out below.

1. Right of withdrawal – scope

Under Articles 52 and following of Legislative Decree 206/2005, the right of withdrawal applies only to non-personalised products.

Under Article 59(1)(c) of the Italian Consumer Code, the right of withdrawal does not apply to personalised products made to measure or to the customer’s specific request.

Personalised products are therefore not returnable or refundable, except in the event of manufacturing defects or non-conformity attributable to the company.

2. Return authorisation

Every return requires prior authorisation from Customer Service.

If the customer has already contacted Customer Service and received written confirmation, the return is considered authorised.

Without authorisation, the return will not be accepted or processed, even when it falls within the statutory time limit.

3. Mandatory acceptance conditions

A return will be accepted only if the product:

  • is intact, unused and undamaged;

  • is returned in its original packaging;

  • shows no signs of use, alteration or tampering.

The product must be returned intact, in its original packaging and handled only as much as necessary to check its characteristics. Any reduction in value may be deducted from the refund, as provided by Article 57 of the Italian Consumer Code.

4. Required identification details

The following information must be included inside the parcel:

  • customer’s first and last name;

  • order number;

  • email address used for the purchase.

Returns without the required identification details cannot be matched to the order and will not be processed.

5. Return shipping

Once authorisation has been obtained, the customer must return the product at their own expense, as provided by Article 57(1) of the Italian Consumer Code, to the following address:

Returns Warehouse – China
Recipient: Noreen
Shenzhen – Bao’an District
Jidali Industrial Park, Building B3
Room 902
China
Tel: +86 139 2661 4974

The risk of loss or damage during return shipping remains with the customer until receipt is confirmed.

6. Inspection and refund

Once the return has been received:

  • the product will be inspected within 5–7 working days;

  • if it meets the return conditions, the refund will be issued within the timeframe provided by Article 56 of the Italian Consumer Code;

  • if it does not meet the return conditions, the return will be refused and no refund will be due.

7. Exclusions of liability

The company is not responsible for:

  • returns of personalised products, which are excluded from the right of withdrawal;

  • returns sent without prior authorisation;

  • returns without the required identification details;

  • returns sent to an address other than the official return address;

  • delays, loss or damage attributable to the carrier chosen by the customer.

8. Final clause

This policy forms an integral part of the General Terms and Conditions of Sale and prevails over any communication that has not been confirmed in writing.
The company reserves the right to amend it at any time in accordance with applicable law.