Right of Withdrawal
In accordance with Articles 52 et seq. of Italian Legislative Decree No. 206/2005 (Consumer Code), consumers have the right to withdraw from the purchase contract within 14 days of receiving the goods, without having to provide any reason, except in cases where the right of withdrawal is excluded by law.
Return Procedure
To exercise the right of withdrawal, the customer must send an explicit request to:
indicating the order number and the products they wish to return.
The customer must then return the products in accordance with the instructions provided by CiauruShop and within the time limits established by applicable law.
Conditions of Returned Products
Products eligible for withdrawal must be returned:
- intact and in suitable condition;
- unused and undamaged;
- in their original packaging, where applicable;
- complete with any components originally supplied.
Any reduction in the value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning will be assessed in accordance with applicable law.
Exclusions from the Right of Withdrawal
The right of withdrawal is excluded in the cases provided for by Article 59 of the Italian Consumer Code, including, in particular:
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery;
- goods made to the consumer's specifications or clearly personalised;
- other goods for which applicable law expressly excludes the right of withdrawal.
Return Shipping Costs
In the event of a standard exercise of the right of withdrawal, the direct cost of returning the products is borne by the customer, unless otherwise required by law or agreed with CiauruShop.
This does not apply in the event of:
- an incorrect product;
- a defective product;
- a damaged product;
- a product that does not conform to the order.
In such circumstances, CiauruShop will handle the request and any applicable return costs in accordance with applicable law.
Customers are advised to use a trackable shipping service when returning products at their own expense.
Refunds
In the event of a valid exercise of the right of withdrawal, the refund will be made within the time limits and in accordance with the procedures established by applicable law.
Unless otherwise agreed with the customer, the refund will be made using the same payment method used for the original purchase.
Where permitted by law, CiauruShop may withhold the refund until the returned goods have been received or until the customer provides evidence that the goods have been returned, whichever occurs first.
Where required by applicable law, the refund will also include the standard delivery costs paid for the original order.
Any additional costs resulting from the customer's choice of a delivery method other than the least expensive standard delivery option offered by CiauruShop will not be refunded.
Defective, Damaged or Non-Conforming Products
If a product is defective, damaged during transport, incorrect or does not conform to the order, the customer is encouraged to contact CiauruShop as soon as possible at:
To help us process the request more quickly, customers are advised to provide:
- the order number;
- a description of the problem;
- photographs of the product;
- photographs of the packaging, where useful.
CiauruShop will review the request and provide the remedies available under applicable consumer protection legislation.
These provisions do not limit or exclude any mandatory statutory rights granted to consumers.
Contact
For any information regarding returns and refunds, please contact our customer service team at: