Return & Refund Policy

Last updated: April 2026

1. Right of Withdrawal (Consumer Purchases)

In accordance with Articles 52-59 of the Italian Consumer Code (Legislative Decree 206/2005) and EU Directive 2011/83/EU, if you are a consumer (a natural person acting for purposes unrelated to your trade, business, or profession), you have the right to withdraw from the purchase contract within 14 calendar days from the date you (or a third party designated by you) receive the goods, without providing any reason.

2. How to Exercise the Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by sending a clear statement via:

• Email: [email protected]
• Phone: +447490910294
• Post: Via Enrico Consenz 16, 20158 Milano (MI), Italy

Your withdrawal communication must include: your full name, order number, date of purchase, date of receipt, and a clear statement of your intention to withdraw from the contract.

3. Conditions for Return

To be eligible for a return, the following conditions must be met:

• Products must be returned in their original packaging, including all accessories, manuals, and documentation
• Products must be in substantially the same condition as when received
• Products must not have been installed, used, or modified
• The original product labels and seals must be intact
• The return must be initiated within the 14-day withdrawal period

4. Return Shipping

The cost of returning the goods is borne by the customer, unless the return is due to a defective product or an error on our part. You are responsible for ensuring the products are adequately packaged to prevent damage during return transit.

Products must be returned within 14 days from the date you communicate your withdrawal to us.

5. Refund Process

Upon receiving and inspecting the returned products, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 14 days using the same payment method used for the original purchase.

We may withhold the refund until we have received the returned goods or until you have provided proof of shipment, whichever occurs first.

6. Diminished Value

In accordance with Article 57 of the Consumer Code, you are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. We reserve the right to deduct a proportionate amount from the refund if the product shows signs of use beyond what is necessary for inspection.

7. Exclusions from Right of Withdrawal

The right of withdrawal does not apply to:

• Products that have been custom-made or clearly personalized to the customer's specifications
• Sealed products that have been opened after delivery and cannot be returned for hygiene or health protection reasons
• Products that have been inseparably mixed with other items after delivery
• Products whose price depends on fluctuations in the financial market

8. Defective Products

In accordance with Articles 128-135 of the Italian Consumer Code, all products sold are covered by a legal guarantee of conformity of 2 years from the date of delivery. If a product is found to be defective or non-conforming:

• You must report the defect within 2 months of discovery
• You are entitled to free repair or replacement of the product
• If repair or replacement is impossible or disproportionately costly, you may request a price reduction or contract termination
• Return shipping costs for defective products are borne by IMPORT SRLS

9. Business Customer Returns

If you are a business customer (purchasing for professional purposes), the statutory right of withdrawal does not apply. Returns for business customers are handled on a case-by-case basis. Please contact us to discuss your specific situation.

10. Contact Us

For any questions regarding returns and refunds:

• Email: [email protected]
• Phone: +447490910294
• Address: Via Enrico Consenz 16, 20158 Milano (MI), Italy