Refund policy
Returns and Refund Policy
Right of withdrawal
If you are purchasing as a consumer in the European Union, or in another jurisdiction where a statutory right of withdrawal applies, you may withdraw from the purchase within the period provided by applicable law.
For consumers in the European Union, this period is normally 14 days from the day on which you, or a person designated by you other than the carrier, receives the goods. You do not need to provide a reason.
After notifying us of your withdrawal, you must return the goods within the period required by applicable law. For EU consumers, this is normally within a further 14 days.
How to request a return
Before sending any product back, please contact us through our Contact page or write to info@calleadesign.com, quoting your name, order number and the product you wish to return.
We will provide the appropriate return instructions. Please do not send any item back before receiving our instructions.
Free returns
For eligible returns under a valid right of withdrawal, return shipping is free for orders delivered to Italy, France, Germany and Austria.
We will provide the instructions for using the return method arranged by CalleaDesign.
For other destinations, the direct cost of returning the goods is borne by the customer unless otherwise stated or required by applicable law.
If a product is defective, damaged or incorrect, any return costs will be handled separately in accordance with applicable consumer law.
Condition of returned products
You may inspect the product as you reasonably would in a physical store, to the extent necessary to establish its nature, characteristics and functioning.
The product must be returned carefully packed and protected against damage in transit. Where possible, we recommend using the original packaging.
You may be responsible for any reduction in value resulting from handling beyond what is necessary to inspect the product.
Personalised and custom-made products
Where permitted by applicable law, the right of withdrawal does not apply to products made to the customer’s specifications or clearly personalised.
This may include:
- products made in a custom RAL or NCS colour specifically requested by the customer;
- products with personalised engraving, dedication or other individual customisation;
- products incorporating a customer logo or customer-specific graphics;
- products modified or produced according to bespoke requirements outside the standard configuration.
Selecting a size, colour or finish that is normally available in our standard catalogue does not automatically make the product personalised for the purposes of the right of withdrawal.
Refunds
When a valid right of withdrawal is exercised, we will refund the amounts due in accordance with applicable law, normally using the same payment method used for the original transaction unless otherwise agreed.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been returned, whichever occurs first.
Where required by applicable law, the refund will also include the cost of the standard delivery method originally paid. Any additional cost resulting from choosing a more expensive delivery method than the standard option is not refundable.
Damaged, defective or incorrect products
If your product arrives damaged, is defective or is different from the item ordered, please contact us as soon as possible, quoting your order number and, where possible, attaching clear photographs of the product and packaging.
We will assess the issue and provide the appropriate remedy. Nothing in this policy limits or excludes any mandatory consumer rights that apply to you.
Legal guarantee
CalleaDesign products are covered by the statutory legal guarantee provided by applicable consumer law.
For consumers in the European Union, all mandatory rights granted by the laws applicable in their country of residence remain unaffected.
Contact
To request a return or receive assistance, please contact us through our Contact page or write directly to info@calleadesign.com.
CalleaDesign snc di L. Callea & C.
Via Josip Ressel 2/7 int. 12
34018 San Dorligo della Valle – Dolina (TS)
Italy
Tel. / WhatsApp: +39 040 064 6810
VAT No.: IT01059410322