Refund policy

Return and refund policy

1. Definitions

For the purposes of this Policy, the following definitions apply:

  • Seller: STUDIO PEPA DI GIORGIA FAGA’, with registered office at Via della Fiera 35, Castello di Brianza, LC, 23884, Italy, VAT No. 04250110139, e-mail: giorgia.faga@gmail.com.
  • Consumer: a natural person who purchases products for purposes not related to any business or professional activity carried out.
  • Products: the ceramics and items sold through the website www.studiopepa.com.

This Policy applies to consumers pursuant to Italian Legislative Decree no. 206/2005 (Consumer Code) and EU Directive 2011/83/EU, as well as to international sales governed by the terms set out below.

2. Right of withdrawal

The Consumer has the right to withdraw from the contract without giving any reason within 14 (fourteen) days from the day on which the Consumer or a third party indicated by the Consumer, other than the carrier, acquires physical possession of the goods.

2.1 How to exercise the right of withdrawal

To exercise the right of withdrawal, the Consumer must inform the Seller of the decision to withdraw from the contract by sending an explicit communication by e-mail to: giorgia.faga@gmail.com.

The communication must include:

  • name and surname of the Consumer;
  • order number;
  • date of receipt of the Products;
  • an explicit statement of withdrawal.

3. Effects of withdrawal

3.1 Return of the products

The Consumer must return the Products within 14 days from the date on which they communicated their decision to withdraw.
The Products must be returned intact, complete with original packaging, accessories, and documentation.

3.2 Return shipping costs

Except as provided in section 3.3 below:

  • the direct costs of returning the goods shall be borne by the Consumer;
  • it is the Consumer’s responsibility to use a trackable shipping service suitable for protecting fragile goods.

3.3 Exceptions

Return shipping costs shall not be borne by the Consumer when:

a) the Product has defects, non-conformities, or damage not attributable to normal handling for delivery purposes;
b) a Product different from the one ordered has been sent.

In such cases, the Seller will provide instructions for return at no cost to the Consumer.

4. Refund

The Seller shall reimburse all payments received from the Consumer for:

  • the Product(s) subject to withdrawal;
  • the standard delivery costs paid for the original order (unless otherwise specified in the sales conditions);

within 14 days from the day on which the Seller is informed of the Consumer’s decision to withdraw.

The refund will be made using the same means of payment used by the Consumer, unless otherwise agreed, and at no additional cost to the Consumer.

The refund may be withheld until the Seller has received the returned goods or until the Consumer has supplied evidence of having sent back the goods, whichever occurs first.

5. International shipping

This section applies to Consumers residing outside Italy.

5.1 European Union countries

For Consumers residing in other EU Member States:

  • the 14-day right of withdrawal applies pursuant to EU law;
  • return and refund conditions are the same as for Italian Consumers, subject to any different local duties or taxes borne by the Consumer.

5.2 Non-European Union countries

For Consumers residing in non-EU countries:

  • the right of withdrawal is recognised in accordance with Italian and EU rules, unless more favourable mandatory local laws apply;
  • international return shipping costs are always borne by the Consumer, except in cases of defect, error in shipment, or damage;
  • the Consumer is responsible for any customs duties, import taxes, or other charges imposed by the destination country.

6. Exclusions from the right of withdrawal

In accordance with applicable law, the right of withdrawal does not apply to Products that are:

  • made to measure or clearly personalised at the Consumer’s request;
  • sealed goods which are not suitable for return for health or hygiene reasons once unsealed;
  • damaged after delivery due to improper use.

7. Return instructions

To return the Products, the Consumer must:

  1. Pack the Products adequately, preferably in the original packaging.
  2. Enclose a copy of the order confirmation or the withdrawal form.
  3. Ship the Products using a trusted courier with tracking service.
  4. Keep the proof of shipment until the refund process is completed.