Refund policy
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RETURNS AND REFUNDS
Returns and refunds are accepted exclusively under the conditions set out below and in accordance with applicable mandatory consumer protection laws. Please read this policy carefully before submitting any request.
CONDITION OF RETURNED ITEMS
All returned items must be unused, in the same condition as delivered, suitable for resale as new, and returned with all original packaging, components, accessories, and labels/tags (where applicable). We reserve the right to refuse returns or reduce the refund amount if the returned item shows signs of use, wear, damage, alteration, missing elements, or is not returned with the original packaging.
ORDER CANCELLATIONS BEFORE SHIPMENT
Requests to cancel an order must be submitted in writing and are subject to our approval. Orders that have already been processed, prepared for shipment, or are in production may not be eligible for cancellation. Made-to-order and customized products cannot be cancelled once production has started. Any approved cancellation may be subject to administrative or processing fees.
MADE-TO-ORDER AND CUSTOM ITEMS
Made-to-order, customized, or personalized products are produced specifically upon customer request and are not eligible for return, withdrawal, or refund, except in cases of defect or non-conformity as required by applicable law. Any specific terms agreed for a made-to-order project shall prevail over this general policy.
RETURNS – EUROPEAN UNION
For consumers located in the European Union, the right of withdrawal applies in accordance with mandatory consumer protection laws. The withdrawal period is 14 calendar days from the date of delivery. To exercise this right, customers must notify us in writing within the withdrawal period and return the goods within the legally required timeframe. Return shipping costs are the responsibility of the customer. Returned items must comply strictly with the conditions stated in this policy.
RETURNS – OUTSIDE THE EUROPEAN UNION
For customers located outside the European Union, no right of withdrawal applies, unless expressly required by mandatory local consumer protection laws. Returns are not accepted for international orders, except in cases of proven defect or non-conformity. In such cases, the return must be authorized in advance and shipped using an insured and trackable service. The customer is fully responsible for the returned goods until they are received by us. Any customs duties, taxes, insurance costs, and related charges remain the responsibility of the customer and are non-refundable.
DEFECTIVE, DAMAGED, OR INCORRECT ITEMS
If the products delivered are defective, damaged, incorrect, or not in conformity with the order, customers must notify us in writing within 14 days from delivery. Any visible damage to the packaging or goods must be noted in writing on the courier’s delivery documentation at the time of delivery. Clear photographic evidence of the packaging, label, and damage must be provided by email.
RETURN AUTHORIZATION AND SHIPPING
All returns must be authorized in advance. Items returned without prior written authorization will not be accepted and may be returned to the sender. Return shipping is the responsibility of the customer, except where otherwise required by mandatory law. Customers are responsible for the returned goods until they are received by us and are advised to use a trackable and insured shipping service.
REFUNDS
Once returned items are received and inspected, we will notify the customer of approval or refusal. Where applicable, approved refunds will be issued to the original payment method within the timeframe required by law. Shipping costs, customs duties, taxes, and charges paid to third parties are non-refundable.
REPAIRS
We do not accept or reimburse invoices issued by third parties for repairs or interventions carried out without our prior written authorization.
CONTACT
For any requests or communications regarding returns and refunds, please contact us at store@alicerosignoli.com.