Refund policy
Right of Withdrawal, Returns & International Orders Policy
You have the right to withdraw from the purchase contract without providing any reason within 14 days from the date on which you receive the products, if the delivery address is within the European Union, except in the cases listed below.
To exercise the right of withdrawal, you must notify us of your decision by sending an explicit statement via email to matteomartinislab@gmail.com
Returned products must be intact, unused, and in a condition suitable for resale, complete with their original packaging and any accessories included.
After notifying us of your withdrawal, you must return the products within 14 days, at your own expense, using a trackable shipping method, to the following address:
Matteo Martinis
Via Seminario 8
35122 Padua (PD)
Italy
Returned items are shipped at the customer’s own risk. The customer is responsible for ensuring that the products arrive in perfect condition.
Once the returned products have been received and inspected, we will issue a refund within 14 days from the date of receipt of the returned goods, using the same payment method originally used for the purchase, unless otherwise agreed.
Exclusion for “Your Idea, Our Craft” Personalized Products
In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to products created within the “Your Idea, Our Craft” section, which are custom-made based on the customer’s specific request and design input.
Products developed through the “Your Idea, Our Craft” service are made to order and uniquely produced for each customer and therefore are not eligible for return, exchange, or refund, unless they are defective, damaged upon delivery, or non-compliant with the agreed specifications due to an error attributable to the brand.
In such cases, the customer must contact us promptly at matteomartinislab@gmail.com, providing a description of the issue and, where possible, supporting evidence. Requests will be handled in accordance with applicable consumer protection laws.
Orders Outside the European Union
For orders shipped outside the European Union, the statutory right of withdrawal provided by EU consumer protection law does not apply.
Any return, exchange, or refund request for extra-EU orders may be evaluated on a case-by-case basis, in accordance with applicable local regulations. Customs duties, taxes, and return shipping costs are non-refundable.