Refund policy
RETURNS, CLAIMS AND REFUNDS POLICY
Inspection of goods upon delivery
The customer is required to inspect the goods received within 2 days of delivery.
Any transport damage, damaged packaging, quantity discrepancies, products different from those ordered, or immediately visible defects must be reported within this period by writing to info@italcoreless.com.
The report must include:
- the order number;
- a detailed description of the issue;
- photographs of the product;
- photographs of the external packaging;
- a photograph of the shipping label;
- where available, the production batch number.
The customer is requested not to use the disputed material and to keep it, together with the original packaging, until receiving our instructions.
The 2-day period applies exclusively to damage, errors, and irregularities that are immediately recognizable through a normal inspection of the goods upon delivery. This period does not limit any mandatory rights provided by applicable law in relation to defects that are not immediately recognizable.
Claims relating to material quality
Before using several rolls belonging to the same supply, we recommend testing a single roll.
If an irregularity is found, the customer must stop using the material and contact us promptly at info@italcoreless.com, indicating the order number and attaching photographs or videos that allow the issue to be verified.
The material subject to the claim must not be further used, processed, disposed of, or returned without first receiving our instructions.
We cannot accept claims relating to material that has been fully used or consumed where the alleged issue was already recognizable during the use of the first rolls, without prejudice to any mandatory rights provided by law.
Defective, damaged, or incorrect products
Please inspect your order immediately after delivery and contact us within 2 days in the event of:
- transport damage;
- damaged packaging;
- a product different from the one ordered;
- incorrect quantities;
- immediately visible defects.
We will review the report and inform you of how we will proceed with the assessment and any replacement or refund.
If the defect is not immediately recognizable, please contact us as soon as it is discovered and stop using the affected material.
Used or opened products
Except in the case of a defective, damaged, or non-conforming product, we cannot accept returns of rolls that are:
- used or partially consumed;
- damaged after delivery;
- stored under unsuitable conditions;
- without the original packaging, where this prevents resale;
- altered, processed, or contaminated by the customer.
This limitation does not affect any mandatory rights granted to consumers under applicable law.
How to request a return
To request a return, please contact us in advance at info@italcoreless.com, indicating the order number, the reason for the request, and attaching any relevant photographs or videos of the material.
After reviewing and accepting the request, we will provide the customer with the address to which the material should be sent and all necessary return instructions.
The material must not be shipped before receiving our authorization and the return address.
Items sent without prior authorization, or shipped to an address other than the one provided, may not be accepted, without prejudice to any mandatory rights provided by law.
The provision of a return label, if applicable, and responsibility for shipping costs will depend on the reason for the return and the applicable law.
For any questions regarding returns, claims, or refunds, you can contact us at info@italcoreless.com.
Consumers’ right of withdrawal
If you purchase as a consumer, you normally have the right to withdraw from an online purchase within 14 days from the date on which you, or a person designated by you, takes physical possession of the products, without having to provide any reason.
To exercise the right of withdrawal, you must notify us of your decision within the applicable period by writing to info@italcoreless.com and indicating the order number.
After notifying us of the withdrawal, you must return the products within the following 14 days, in accordance with the instructions we provide.
The direct costs of returning the goods are borne by the customer, unless the product is defective, damaged, incorrect, or non-conforming, or unless Italcoreless has expressly agreed to bear such costs.
The consumer may inspect the product to the extent necessary to determine its nature, characteristics, and functioning. However, the consumer may be held liable for any reduction in value resulting from handling or use beyond what is necessary for such inspection.
The right of withdrawal does not apply in cases excluded by applicable law, including, where applicable, products made to measure, personalized products, or products manufactured according to the customer’s specific requirements.
The consumer right of withdrawal does not apply to purchases made by businesses, professionals, or other parties for purposes related to their commercial or professional activity.
Returns relating to professional purchases
For purchases made by businesses, professionals, or VAT-registered entities for purposes related to their business activities, the consumer right of withdrawal does not apply.
Any commercial return of non-defective material may be accepted only with the prior written authorization of Italcoreless and under the conditions communicated for the individual case.
The applicable rules regarding defects and non-conformity of goods remain unaffected.
Replacements
In the event of a defective, damaged, incorrect, or non-conforming product, we will assess the report and, where the relevant conditions are met, arrange for replacement of the material or another remedy provided by applicable law.
To replace a non-defective product with a different variant, prior authorization for the return must be requested. Once the return has been accepted, the new product may be purchased through a separate order.
Refunds
After receiving and inspecting the returned goods, we will notify you of the outcome of our assessment.
If approved, the refund will be issued using the same payment method used for the purchase, unless otherwise agreed.
For withdrawals exercised by consumers, the refund will be made within the time limits provided by applicable law. We may withhold the refund until we have received the products or until the customer has provided evidence that they have been returned, whichever occurs first.
In the event of a consumer withdrawal, any initial standard delivery costs will also be refunded. However, additional costs resulting from the choice of a delivery method that is more expensive than the standard delivery method offered will not be refunded.
The time required for the refund to appear in the account depends on the bank, card network, or payment service provider.
If an approved refund is not visible after 15 business days, please contact us at info@italcoreless.com