Refund policy

Summary

Consumers have the right to withdraw from a purchase within 14 (fourteen) days of receiving the product by sending written notice to zippopiu@zippopiu.it and stating the order number. Custom-made or clearly personalised products, such as personalised stickers, are excluded from the right of withdrawal. After the returned goods have been received and inspected, the refund will be issued within 14 (fourteen) days using the same payment method used for the purchase. Return shipping costs are payable by the consumer unless otherwise agreed. For complaints about defective or non-conforming products, contact zippopiu@zippopiu.it, preferably within 48 hours of delivery.

Legal basis

This policy is provided pursuant to Italian Legislative Decree no. 206 of 6 September 2005 (the Italian Consumer Code) and governs the conditions, procedures and time limits applying to the right of withdrawal, returns, refunds and warranties for defective or non-conforming products.

Article 1 — Scope and definitions

A “consumer” is a natural person who purchases goods for purposes unrelated to any business or professional activity they may carry out. These provisions apply to purchases made by consumers. The conditions set out in Article 10 apply to contracts with VAT-registered parties (B2B customers).

Article 2 — Right of withdrawal (consumers)

  1. Subject to the exceptions provided by law, consumers have the right to withdraw from the contract without giving any reason within fourteen (14) days of the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods.
  2. The right of withdrawal is exercised by sending an explicit statement by email to zippopiu@zippopiu.it or by using the withdrawal form available on the website. The notice is deemed to have been given when it is sent.

Article 3 — Return procedure and time limits

  1. After giving notice of withdrawal, the consumer must return the goods within fourteen (14) days of the day on which the decision to withdraw was communicated. This deadline is met if the consumer dispatches the goods before the fourteen-day period expires.
  2. Goods must be returned intact and complete with their original packaging, manuals and accessories. Any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may be deducted from the refund.
  3. The consumer is responsible for providing proof of dispatch. To facilitate processing, we recommend using a tracked shipping service.

Article 4 — Refunds

  1. The trader will refund all payments received, including the cost of the standard outbound delivery where applicable, without undue delay and in any event within fourteen (14) days of the day on which the trader is informed of the consumer's decision to withdraw. The refund will be made using the same means of payment used for the purchase unless otherwise agreed. The seller may withhold the refund until the goods have been received or until the consumer supplies evidence that they have dispatched them.
  2. Return shipping costs are payable by the consumer unless otherwise expressly agreed in the order or stated on the website. Additional costs resulting from the consumer's choice of a delivery method more expensive than the standard method will not be refunded.

Article 5 — Products excluded from the right of withdrawal

The right of withdrawal does not apply in the cases provided by applicable law, including, by way of example:

  • goods made to the consumer's specifications or clearly personalised, such as personalised stickers;
  • goods liable to deteriorate rapidly or which, by their nature, cannot be returned;
  • other cases expressly provided by law.

Accordingly, personalised stickers and products made to the customer's specific requirements cannot be returned merely because the customer has changed their mind.

Article 6 — Defective, damaged or non-conforming products

  1. If products are received damaged, defective or not in conformity with the order, the consumer should promptly notify Customer Service at zippopiu@zippopiu.it, preferably within 48 hours of delivery, attaching photographs and a detailed description of the problem. Please use the subject line “DEFECTIVE PRODUCT – [ORDER NO.]”. This recommended time limit does not affect statutory warranty rights or other mandatory consumer rights.
  2. After receiving the report, the seller will assess the request and, where the applicable requirements are met, will repair or replace the product or issue a refund within the time limits and according to the procedures established by the Italian Consumer Code and the statutory guarantee of conformity (Articles 128 et seq.).

Article 7 — Return procedure (RMA)

To open a return or support request, the customer must:

  1. Email zippopiu@zippopiu.it, stating the order number, first and last name, reason for the request and, where applicable, including photographs.
  2. Wait for authorisation and instructions, including the return address, shipping method and any RMA code.
  3. Ship the product in accordance with the instructions provided. Suitable packaging and a tracked shipping method are required. Failure to follow the instructions may make it impossible to accept the return or may delay its processing.

Article 8 — Prevention of fraudulent returns

  1. Returns showing clear signs of fraud, such as the return of clearly worn products, a mismatch between the goods received and the issue reported, or repeated and systematic abuse of the right of withdrawal, may be subject to additional checks and, where fraudulent, rejected.
  2. If a return is considered fraudulent, the seller may withhold the refund, report the matter and seek compensation for any resulting damage. The seller also reserves the right to refuse future orders from the same customer.
  3. The seller may ask the consumer for additional documentation in order to verify that the return qualifies for acceptance.

Article 9 — Uncollected and refused parcels

  1. If a delivery is not collected and the parcel is returned to the sender, the seller will contact the customer to agree the cost of reshipping or storing the goods. The costs of returning and reshipping the parcel will be charged to the customer unless otherwise agreed in writing.
  2. If a shipment is refused by the recipient for reasons unrelated to a defect or seller error, the seller will deduct any transport costs already incurred and administrative handling costs, including packaging and logistics, from the refund.
  3. If the customer does not respond to the seller's requests within 30 days of the parcel being returned, the seller will send a further reminder and will handle the goods in accordance with applicable law. Documented storage or handling costs may be charged only where permitted by law and after the customer has been informed.

Article 10 — B2B customers (VAT-registered customers and commercial contracts)

  1. The withdrawal rights established by the Italian Consumer Code apply exclusively to consumers. VAT-registered parties purchasing for purposes connected with their professional activities do not benefit from the consumer right of withdrawal unless otherwise agreed in writing.
  2. Returns from B2B customers are accepted only if expressly agreed in writing and may be subject to conditions and time limits different from those applying to consumers. Any withdrawal agreement with a B2B customer must be documented by written return authorisation (RMA) and may be subject to penalties or deductions from the refund to cover production, personalisation and handling costs.
  3. Business customers must provide their tax code or VAT number when placing the order. If they do not do so, the order may be handled as a consumer order.

Article 11 — Responsibility for returns and delivery

  1. The seller is not responsible for damage to goods during return transport unless otherwise stated in the return instructions. We therefore recommend using suitable packaging and tracked, insured shipping for valuable goods.
  2. The refund may be reduced if the goods are damaged due to the consumer's actions or insufficient packaging.

Article 12 — Privacy and data processing

Personal data supplied in connection with a return request will be processed by the seller solely for the purposes of providing assistance and managing the return and refund, in accordance with data-protection law. The Privacy Policy is available on the website.

Article 13 — Contact and complaints

To open a request or ask for information, email zippopiu@zippopiu.it using the subject line “WITHDRAWAL – [ORDER NO.]” or “DEFECTIVE PRODUCT – [ORDER NO.]”. Formal complaints may be sent by certified email (PEC) to the address shown on the website or through the alternative dispute-resolution procedures published in the “Support” section of the website.

Article 14 — Final provisions

These conditions supplement, and do not limit, the consumer's mandatory rights under applicable law. Any provision that limits mandatory consumer rights is void. Any dispute will be subject to the courts determined by applicable law.

Main legal references

  • Italian Legislative Decree no. 206 of 6 September 2005 — Italian Consumer Code (Article 52 on withdrawal, Article 56 on the trader's obligations, Article 59 on exceptions and Articles 128 et seq. on the statutory guarantee).
  • FAQs and guidance issued by the relevant Italian ministry and the Italian Competition Authority (AGCM) on exercising the right of withdrawal and the information that must be provided to consumers.