Refund policy
REFUND POLICY
Article 11. Right of Withdrawal
11.1 In the event of a purchase made through the Website, unless otherwise stated, you shall not have the right of withdrawal provided for under Article 52 of the Italian Consumer Code with regard to the Product or Products referred to in this article. This is because the Website sells:
- goods made to the consumer’s specifications or clearly personalised.
11.2 If you qualify as a consumer, you have the right to withdraw from the Product purchase agreement without giving any reason and without incurring any costs other than those provided for in this article, within fourteen calendar days (the Withdrawal Period). The Withdrawal Period expires after 14 days:
a. in the case of an order relating to a single Product, from the day on which you, or a third party other than the carrier and designated by you, acquire physical possession of the Product;
b. in the case of a Multiple Order delivered separately, from the day on which you, or a third party other than the carrier and designated by you, acquire physical possession of the last Product; or
c. in the case of an order relating to the delivery of a Product consisting of multiple lots or pieces, from the day on which you, or a third party other than the carrier and designated by you, acquire physical possession of the last lot or piece.
11.3 To exercise your right of withdrawal, you must inform the Seller of your decision to withdraw before the Withdrawal Period expires.
11.4 You will have exercised your right of withdrawal within the Withdrawal Period if you send the communication concerning the exercise of this right before the Withdrawal Period expires. This communication must be sent using at least one of the following methods:
By post:
Martinuzzi
Piazza San Marco 67/A
30124 Venice (VE), Italy
Or by email:
Email: martinuzzi@inwind.it
Please note that, since the burden of proving that the right of withdrawal was exercised before the Withdrawal Period expired rests with you, it is in your interest to use a durable medium when notifying the Seller of your withdrawal.
11.5 If you exercise your right of withdrawal, you must return the Product to the registered office indicated at the beginning of these General Terms and Conditions of Sale.
11.6 You shall bear the direct costs of returning the Products, as well as responsibility for their transportation.
11.7 If you withdraw from the agreement, the Seller shall refund the Total Amount Due, including delivery costs, where applicable, without undue delay and, in any event, no later than 14 calendar days from the day on which the Seller is informed of your decision to withdraw from the agreement. The refund shall be made using the same payment method used for the original transaction. If you have returned the Products using a carrier of your choice and at your own expense, the Seller may withhold the refund until the Products have been received or until you provide proof that you have sent them back, whichever occurs first.
11.8 You shall only be liable for any diminished value of the goods resulting from handling the Product beyond what is necessary to establish its nature, characteristics and functioning. In all cases, the Product must be stored, handled and inspected with due care and returned intact, complete in all its parts, fully functional and accompanied by all accessories and instruction leaflets. Any identification tags, labels and single-use seals, where present, must still be attached to the Product, intact and untampered with. The Product must also be fully fit for its intended use and show no signs of wear or soiling. Furthermore, the right of withdrawal applies to the Product in its entirety and may therefore not be exercised in relation to individual parts and/or accessories of the Product.
11.9 If the Product in respect of which the right of withdrawal has been exercised has suffered a reduction in value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning, the Seller reserves the right to deduct an amount equal to such reduction in value from the refund. The Seller shall notify you of this circumstance and of the resulting reduced refund amount within 14 days of receiving the Product. If the refund has already been issued, the Seller shall provide the bank details required for payment of the amount owed by the user due to the reduction in the Product’s value.
11.10 If the right of withdrawal has not been exercised in accordance with applicable law, it shall not result in the termination of the agreement and, consequently, shall not entitle you to any refund. The Seller shall notify the user accordingly within 14 working days of receiving the Product and shall reject the withdrawal request. The Product shall remain available for collection at the Seller’s premises. Collection shall take place at your own expense and under your responsibility.
11.11 If, in any of the circumstances provided for by law, the right of withdrawal does not apply, this exclusion shall be specifically and expressly communicated on the Website.
11.12 In the event of partial withdrawal from a Multiple Order, the amount of the delivery costs to be refunded shall be calculated in proportion to the value of the Product being returned. For example, if you placed an order with a total value of €200.00, including two Products—one worth €50.00 and the other worth €150.00—and return the Product worth €150.00, you shall be refunded an amount equal to 75% of the delivery costs paid. In any event, the amount of delivery costs refunded may never exceed the amount actually paid.
Our 30-day return policy means that you have 30 days after receiving an item to request a return.
To be eligible for a return, the item must be in the same condition in which you received it, unworn or unused, with all tags attached and in its original packaging. You will also need the receipt or proof of purchase.
To request a return, please contact us at info@martinuzzivenezia.com.
If your return is accepted, we will send you a return shipping label, together with instructions on how and where to send your package. Items returned without first requesting a return will not be accepted.
You can contact us at any time with questions regarding returns at info@martinuzzivenezia.com.
Damage and Other Issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you have received the wrong item. This will allow us to assess the issue and resolve it.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, including perishable goods, such as food, flowers or plants; custom-made products, such as special orders or personalised items; and personal care products, such as beauty products. We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns regarding a specific item.
Unfortunately, we cannot accept returns of promotional items or gift cards.
Exchanges
The quickest way to ensure that you receive the item you want is to return the item you have received and, once the return has been accepted, purchase the new item separately.
14-Day European Union Cooling-Off Period
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving any justification. As stated above, the item must be in the same condition in which you received it, unworn or unused, with all tags attached and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
Once we have received and inspected your return, we will notify you whether the refund has been approved. If approved, the refund will automatically be issued to your original payment method within 10 working days. Please bear in mind that your bank or credit card provider may require additional time to process and display the refund.
If more than 15 working days have passed since your return was approved, please contact us at info@martinuzzivenezia.com.