Refund policy
Refund Policy (Returns and Refunds)
Right of Withdrawal – 14 Days
You have the right to withdraw from your purchase within 14 days of product delivery, only for products not made to order.
To exercise your right of withdrawal, please notify us by email at ordini.relievum@gmail.com, including:
- Full name
- Order number
- Product you wish to return
- Date of order receipt
- Feedback (this helps us gather useful information on how to improve your experience)
Once we receive your request, we will send you instructions on how to proceed with the return.
Return Conditions
To be eligible for return, the product must be:
- Not made to order or personalized
- In like-new condition
- Unused
- Complete with all components
- In its original packaging, if possible
We cannot accept returns for products that are:
- Damaged, dirty, or visibly used (production defects, clearly described in the product details, are not considered grounds for return)
- Customized at the customer's request
- Returned without prior authorization
- Incomplete — in such cases, we will only arrange shipment of the missing component
- Sent to pickup points — products must be shipped only to our headquarters at Via Sacun 112, 39046 Ortisei BZ
For products made to measure or clearly customized according to the specifications chosen by the user through the online configurator, the right of withdrawal is excluded pursuant to Article 59(c) of Italian Legislative Decree 206/2005. The user's rights regarding the legal guarantee of conformity remain unaffected.
Return Costs
Return shipping costs are borne by the customer, who accepted the terms and conditions at the time of purchase.
The refund covers only the product cost and will be issued via the original payment method.
Refunds
Once we receive and verify the product, we will process the refund within 5–7 business days.
You will receive a confirmation email as soon as the refund has been processed.
Defective or Damaged Products
If you receive a defective or damaged product, please contact us within 48 hours of delivery with clear photographs attached. In these cases, replacement costs will be entirely covered by us. (Note: missing components are not considered a defect or damage.)
Exclusion for Damage Not Attributable to the Seller
Replacement or refund requests will not be accepted in the following cases:
- Damage caused after delivery
- Improper use of the product
- Normal wear and tear
- Cosmetic damage not reported promptly
Limitation on Replacements
If a replacement has already been provided, any further requests will be subject to thorough technical inspection.
If no original conformity defect is found, the seller may refuse further replacements or refunds.
IMPORTANT: Shipping costs cannot be refunded.
The configured product is made to order and customized according to the specifications requested by the customer through the online configurator.
Pursuant to Article 59 of Legislative Decree 206/2005 (Italian Consumer Code), the right of withdrawal is excluded for customized or made-to-measure products.
By confirming the order, the customer acknowledges having read and accepted the Terms and Conditions of Sale.
