Refund policy
The right of withdrawal: 14 days to change your mind
If you buy as a consumer (that is, for private use, not for your business), you can return the product within 14 days of delivery, without having to give a reason and without penalties (Art. 52 of the Italian Consumer Code, Legislative Decree 206/2005).
If the order contains several products delivered at different times, the 14 days start from the delivery of the last product.
How to notify us of your withdrawal
Before the 14 days expire, tell us clearly that you want to return the product: an email to hey@strabellodesign.it with your order number is enough, or you can use the withdrawal form at the bottom of this page. We will confirm that we have received your request.
Returning the product
After notifying us of your withdrawal, you have 14 days to send the product back to us (Art. 57 of the Italian Consumer Code), to this address:
Mesmerized S.r.l.s. – Via Merano 1, 63821 Porto Sant'Elpidio (FM), Italy
The cost of shipping the return is borne by you. The product must be returned intact, if possible in its original packaging; it does not need to still be sealed, except in the cases described below.
When you receive your refund
We will refund everything you paid, including the cost of the original delivery (except for any additional cost of a delivery faster than the standard one, if you chose it), within 14 days of the day you notify us of your withdrawal (Art. 56 of the Italian Consumer Code).
As permitted by law, we issue the refund when we receive the product back or when you send us proof that you have shipped it, whichever comes first.
The refund is made using the same means of payment you used for the purchase, at no cost to you.
When a return is not possible
The law excludes the right of withdrawal for certain types of product (Art. 59 of the Italian Consumer Code), including:
- products personalised or made to measure for you;
- products sealed for hygiene reasons that have been unsealed after delivery.
When a product falls into one of these cases, we state it on its product page before purchase.
The product arrived broken, different or faulty
This is a different case from withdrawal: it is the legal guarantee of conformity, which lasts 24 months from delivery (Arts. 128-135 of the Italian Consumer Code) and applies when the product does not match how we described it to you or has a defect.
If this happens, write to us at hey@strabellodesign.it describing the problem, preferably with a photo. You are entitled, at your choice, to free repair or replacement; if this is not possible or does not happen within a reasonable time, you are entitled to a price reduction or a refund of your money. In this case the cost of returning the product is borne by us.
If the defect becomes apparent within one year of delivery, the law presumes that it already existed at the time of delivery, unless proven otherwise: you do not have to prove it.
Withdrawal form (optional)
You are not required to use it: a clear statement is enough. If you prefer, copy and fill in this text, based on the model form provided by law, and send it to hey@strabellodesign.it:
To: Mesmerized S.r.l.s., Via Merano 1, 63821 Porto Sant'Elpidio (FM), hey@strabellodesign.it
I hereby give notice that I withdraw from the contract of sale of the following goods: ____________
Ordered on: ________ – Received on: ________
Order number: ________
Name and surname: ____________
Address: ____________
Date: ________
Signature (only if this form is sent on paper)