Politique de remboursement
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
PLEASE CONTACT US BEFORE SHIPPING ANY RETURNS BY POST. Use this link to log in to your account and submit a return request: https://shopify.com/11968118865/account. This is to ensure you have the correct details for your particular situation. San Rocco Italia reserves the right to refuse returns that are unauthorised and to return them to the sender. If an unauthorised return is accepted, San Rocco Italia will deduct up to 30% as an administrative/re-stocking fee, and the refund may be issued in the form of store credit.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Products returned with a damaged or incomplete hang tag label or without the hang tag label attached as well as used, damaged or incomplete products will not be refunded.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additionally, the consumer expressly agrees that, in compliance with Article 59, paragraph 1, letter a) of the Italian Consumer Code, any extra charge paid for the additional packaging service (gift wrap) will not be reimbursed if the consumer exercises the right of withdrawal.
Additional non-returnable and non-refundable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Face coverings, such as but not limited to, masks or neck gaiters
- Personalised or engraved goods, unless defective or due to our error
- Items purchased from our Outlet selection
- Gift wrap
- A tree to be planted
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. San Rocco Italia guarantees the refund with the exception of import duties and local taxes.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regularly priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: San Rocco Italia, Case Sparse La Costa Busatica, 2, 54026 Mulazzo (MS), Italy.
An order cannot be cancelled once it has been placed. We process orders immediately upon receipt to ensure they are shipped as quickly as possible, which is why they cannot be cancelled once the order is confirmed.
Missing, damaged, or faulty items (if applicable)
If an item is missing, or if it’s damaged or faulty, we are happy to work with you to resolve the issue. To be eligible for an exchange or replacement, you must notify us via email to firstname.lastname@example.org within 48 hours of delivery accompanied by photos or video and an explanation of the problem. In the case of a faulty item, we will arrange collection and repair or replace your product. If an item arrives damaged, we ask that you please send us photos of the damaged item as well as photos of the outer packaging. This will allow us to follow up on the issue with both the warehouse and the carrier.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Wrong address, not received, unclaimed, refused, or stolen orders:
San Rocco Italia is not responsible for lost orders due to an incorrect or incomplete address provided by the customer, (this includes wrong apt/house number, wrong street, incomplete address information, etc.). San Rocco Italia is not responsible for unclaimed or refused orders. Please contact the mail carrier with your full name and tracking number.
If an order is returned to San Rocco Italia by the carrier due to an incorrect address provided by the customer or because it is unclaimed or refused by the customer, the customer shall bear the return shipping costs as well as the costs to re-ship their order in addition to any fees charged by customs, or the return shipping costs and a re-stocking fee, in addition to any fees charged by customs, will be deducted from any refund or store credit, should the order be eligible for a refund or store credit.
If a customer does not claim their order or refuses delivery, San Rocco Italia has the option of having the parcel(s) destroyed, in which case the customer will not receive any refund whatsoever.
To return your product, you should mail your product to:
Case Sparse La Costa Busatica, 2
54026 Mulazzo (MS)
You will be responsible for paying for your own shipping costs and any customs duties or taxes for returning your item. Shipping costs, taxes and customs duties are non-refundable. If you receive a refund, the cost of return shipping and any taxes and customs duties will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.