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Refund policy

Right of Withdrawal

If for any reason you are not satisfied with your purchase, you can return the products within 15 days from the date of receipt of the order.

Due to the current situation related to the containment of Covid-19, the return period has been extended from 15 to 30 days.

Upon receipt of the order, you must wait 24 hours for the delivery status to be updated in your personal account. Once the update has been completed, you will be able to request a return.

If you are already registered on the site, please process the return directly from your reserved area. If you are not registered, you can request a return by clicking on the “Unregistered User” link provided below.

Return Request Instructions

If you wish to make a return, please follow these simple steps:

  • After 24 hours from receiving your order, log in to your account here: Login. Click on the “My Orders” section, then select “Request a Return.” Choose the order containing the items you wish to return or exchange, specifying the reason for the return and your request.
  • Please note that outside of the right of withdrawal, only products received damaged, defective, or incorrect can be exchanged: size exchanges are not accepted.
  • Check your email for a confirmation of your return request, which will include the courier’s contact information for sending back the package.
  • If you choose to use our courier, the cost of the service will be deducted from the refund for the products.
  • Pack the products in the original packaging: Products must be returned in the same condition as received, meaning they should be in perfect condition, unused, with the original packaging and any attached manuals, labels, and tags still on the product.
  • Returned items will be inspected by our warehouse to ensure they have been returned intact. Any reduction in the value of the goods will be charged to you, and you will only be refunded for the remaining value of the product.
  • Attach the pre-printed return label you found in your order package to the outside of the box containing the items you wish to return. This label includes the return number and our warehouse address.
  • Send your return to the following address: CONCHE S.R.L. di Rondinone Tina
    Vico Conche, 8/12
    Matera (MT)
    Postal Code 75100
  • Keep the Shipping Receipt
  • When the return arrives at our warehouse, we will process the refund using the same payment method used for the purchase (Paypal, Bank Transfer, Credit Card, etc.).

Exclusions from the Right of Withdrawal

Pursuant to Article 59 of the Consumer Code, for reasons of hygiene or related to consumer health, the right of withdrawal is expressly excluded for perfumes, as well as for underwear and beachwear items from which the anti-use tag and/or hygiene strip and/or label have been removed. Underwear and beachwear items must be tried on over your own underwear. Removing the hygiene strip is not allowed.

To best protect consumers and in compliance with hygiene and health regulations, if the anti-use tag and/or hygiene strip and/or label have been removed, or if the item is found to be non-compliant, returns of such items cannot be accepted and the items will remain available for the customer at our warehouse, the location of which will be communicated to the customer by our Customer Care within 30 days of CONCHE S.R.L.’s notification of the refusal of the return.

After this period (30 days from CONCHE S.R.L.’s notification of the refusal of the return), if the customer has not confirmed in writing their intention to receive the returned product with shipping costs at their own expense or their intention to collect the product directly from the warehouse, CONCHE S.R.L. will retain the returned product for an additional 60 days. After this period, if the customer has not communicated their intention to collect/ship the product at their own expense, the product cannot be requested for shipping or collection from the warehouse.

In the event that such items show, in CONCHE S.R.L.’s reasonable judgment, signs of use and/or washing, the return will not be accepted, and the above-described procedure will also apply in such cases.

Legal Warranty of Conformity – Return for Damaged, Defective, or Incorrect Items

In the event of defects and/or non-conformity, you are entitled to have the product brought into conformity, through repair or replacement, or to alternative remedies as expressly provided by Article 130 of Legislative Decree No. 206/2005.

If you have received a damaged, non-conforming, defective, or incorrect product, you can request repair, replacement, or a refund of the item within 2 (two) months from discovery. Pursuant to and for the purposes of Directive 44/99/EC and Articles 128 et seq. of Italian Legislative Decree No. 206/2005 (Consumer Code), the products you have purchased are covered by the legal warranty of conformity, which covers product defects for a maximum period of 24 (twenty-four) months from delivery.

To request a refund, follow the instructions provided in the previous section – “Return Request” – specifying the reason as “Damaged, Non-Conforming, or Incorrect Item” and attaching one or more images of the item in question, clearly showing the defect.

Once the procedure is completed, you will receive a confirmation email containing the courier’s contact details and all instructions for returning the item. The authorization to return the product does not in any way constitute acknowledgment of non-conformity, which will be assessed by us after the return. We reserve the right to issue a refund for the defective item only after performing appropriate quality checks to verify the actual non-conformity of the returned product.

If the non-conformity of the product is confirmed, we will proceed to refund the item using the same payment method used for the purchase (PayPal, Bank Transfer, Credit Card).

Matera, Vico delle Conche 12

+39 340 4874902
+39 0835 406295

Check in: 3:00 PM - 8:00 PM
Check out: 8:00 AM - 11:00 AM