Refund policy
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RETURNS AND REFUNDS
Returns and refunds are accepted under the conditions set out below and in accordance with applicable consumer protection laws.
CONDITION OF RETURNED ITEMS
Items may be opened and inspected but must not be used, installed, altered, or damaged. They must be returned complete and with their original packaging, protective materials, components, accessories, labels, and tags, where applicable.
If an item shows signs of use, installation, wear, damage, alteration, improper handling, or missing elements, the return may be refused or the refund reduced where permitted by law.
Products that have been installed and are believed to be defective will be handled under the Legal Guarantee provisions set out in our Terms of Service.
ORDER CANCELLATIONS
Orders may be cancelled by contacting store@alicerosignoli.com within two business days of placing the order, provided that they have not already been processed, entered production, prepared for shipment, or dispatched.
Once an order has been processed, it can no longer be cancelled. Where a statutory right of withdrawal applies, the customer may follow the return procedure after delivery.
BESPOKE AND CUSTOMIZED PRODUCTS
Bespoke, made-to-measure, customized, or personalized products made according to the customer’s specifications cannot be cancelled, returned, exchanged, or refunded, except in cases of defect or non-conformity.
This includes products made with customer-requested dimensions, colours, finishes, inscriptions, initials, components, or other non-standard specifications.
RETURNS — EUROPEAN UNION
Consumers in the European Union may request a return within 14 calendar days from the date of delivery without providing a reason.
The request must be submitted in writing to store@alicerosignoli.com within the 14-day period. The goods must then be returned within 14 calendar days from the date of the request.
Return shipping costs are the responsibility of the customer.
RETURNS — OUTSIDE THE EUROPEAN UNION
Returns from outside the European Union are not accepted unless required by applicable local laws or authorized by us in cases of proven defect or non-conformity.
Authorized returns must be shipped using an insured and trackable service. The customer remains responsible for the goods until they are received by us. Customs duties, taxes, insurance costs, and related charges are non-refundable.
VISIBLE TRANSIT DAMAGE
Customers should inspect the product and its packaging upon delivery.
Visible damage should be noted on the courier’s delivery documentation and reported to us immediately, preferably within three business days. The notification must include clear photographs of the external packaging, shipping label, internal packaging, and damaged product.
This timeframe allows us to investigate the damage with the courier.
HANDMADE PRODUCTS AND NATURAL VARIATIONS
Our products may include handmade finishes and natural materials. Reasonable variations in colour, texture, finish, markings, and other characteristics inherent in artisanal production or natural materials are not considered defects.
Product photographs and samples are provided for reference. Screens, devices, browsers, lighting conditions, and printed materials may display colours, tones, textures, and contrast differently from the physical product.
RETURN AUTHORIZATION AND SHIPPING
All returns must be requested in advance by contacting store@alicerosignoli.com. Return instructions will be provided once the request has been registered.
Items sent without prior notice may not be accepted and may be returned to the sender at their expense.
Customers are responsible for securely packaging returned items and using an insured and trackable shipping service. Returned goods remain the customer’s responsibility until they are received by us.
REFUNDS
Returned items are inspected upon receipt. We will then notify the customer whether the return has been approved, refused, or subject to a reduction.
Approved refunds are issued to the original payment method and are normally processed within 2–3 business days after inspection and within the applicable legal deadline.
For returns from the European Union, we may withhold the refund until the goods have been received or proof of shipment has been provided.
Delivery charges, return shipping costs, customs duties, taxes, insurance, and charges paid to third parties are non-refundable.
Bank and payment provider processing times may vary and are outside our control.
REPAIRS
We do not accept or reimburse invoices issued by third parties for repairs, modifications, or other work carried out without our prior written authorization.
CONTACT
For all return and refund requests, please contact store@alicerosignoli.com.