Right of Withdrawal

Your Right of Withdrawal

If you are purchasing as a consumer, you have the right to withdraw from the purchase contract within 14 days from the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods, without having to provide any reason and without incurring any penalty, in accordance with Directive 2011/83/EU on consumer rights and the Italian Consumer Code (Legislative Decree 206/2005.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, simply fill out the digital form available on this page within 14 days of the order’s delivery.
Once you submit the form, you will receive an automated email confirming only that we have received your request.
We will then verify that the notice of withdrawal was submitted within the time limits required by law and provide you with instructions for returning the products.

Returning the Goods

After you have exercised your right of withdrawal, the products must be shipped within 14 days from the date of communication of the withdrawal.
The direct cost of returning the goods is borne by the customer, as provided for in Article 57(1) of the Italian Consumer Code.
The customer remains responsible for the goods during return shipment until they are received at our workshop. We therefore recommend using a tracked and appropriately protected shipping service.
The return address will be provided in the confirmation of your withdrawal request

Conditions for Returning the Goods

The consumer is liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
To be eligible for a full refund, the products must be returned:

• complete with all accessories and any items originally supplied;
• in a condition that allows them to be resold as new;
• without signs of use beyond what is necessary to verify their nature, characteristics, and fit;
• unwashed, undamaged, and free of alterations.

For pet accessories (such as collars, harnesses, leashes, and clothing), only the testing necessary to verify size and fit is permitted, similar to what would occur in a physical store. Any other use that results in a decrease in the product’s value may lead to a corresponding reduction in the refund amount, within the limits provided by law.
Whenever possible, please return the product in its original packaging. To protect it during shipping, we recommend placing it inside a second box or shipping envelope, and avoid applying labels or tape directly to the original packaging.

Refund

After receiving the returned goods, we will inspect their condition and verify compliance with the legal requirements for exercising the right of withdrawal.
Where such requirements are met, we will proceed with the refund within the time limits set out in Article 56 of the Italian Consumer Code.
If the goods show a reduction in value due to handling beyond what is necessary to establish their nature, characteristics, and functioning, the refund amount may be reduced accordingly pursuant to Article 57(2) of the Italian Consumer Code.
The refund will include all payments received for the purchased products, including standard delivery costs. However, the direct costs of returning the goods and any additional costs resulting from a delivery method other than the standard one offered will not be refunded.
The refund will be issued using the same payment method used for the purchase, unless otherwise expressly agreed with the customer.

Exclusions from the Right of Withdrawal

In accordance with Article 59(c) of the Italian Consumer Code, the right of withdrawal does not apply to goods made to measure or clearly personalized.
This includes, by way of example:

• products manufactured according to the customer’s specifications;
• items personalized with embroidery, names, initials, or other customizations;
• products made according to specific customer requests regarding materials, colours, or features not included in standard configuration.

For such products, the right of withdrawal does not apply.

Information on the Request

Submitting the form records your withdrawal request and automatically generates an email confirming receipt.
This confirmation does not constitute acceptance of the withdrawal nor does it automatically entitle the customer to a refund. The request will be processed in accordance with applicable consumer protection law, and a refund will be issued where the legal requirements are satisfied.