Returns and Refunds

Returns and Refunds 


✓ YOU HAVE 14 DAYS TO RETURN

From the date you receive the product, you can exercise your right of withdrawal without giving reasons.

1. Right of Withdrawal (14 Days)

Under the EU Consumer Rights Directive 2011/83/EU and Italian Consumer Code (D.Lgs. 206/2005), if you are a consumer you have the right to withdraw from the purchase contract within 14 calendar days from the date you receive the product.

What does this mean?

  • You can return the product without giving any reason
  • The 14-day period starts from the day you physically receive the product
  • Includes Saturdays, Sundays, and holidays

2. How to Make a Return

Step 1: Notify us of your intention

Send an email to mara-amara@mara-amara.com within 14 days of receipt with:

  • Order number
  • Product(s) you want to return
  • Reason for return (optional but helpful for improving our service)

Step 2: Prepare the package

  • The product must be unused, unwashed, and with all original tags
  • Pack the product securely (preferably in original packaging)
  • Include a copy of the receipt or order confirmation

Step 3: Ship the return

  • Ship the package to the address we will provide via email
  • Return shipping costs are your responsibility
  • We recommend using a trackable and insured carrier
  • Keep the shipping receipt until the refund is complete

Step 4: Receive your refund

  • We will verify the product condition within 2-3 business days of receipt
  • If everything is in order, we will process the refund within 14 days
  • The refund will be made using the same payment method used for the purchase

3. What Gets Refunded

Refunded amount:

  • ✓ Product price
  • ✓ VAT
  • ✗ Original shipping costs (except for defective products)
  • ✗ Return shipping costs

Example:
Order: €30 (product) + €5 (shipping) = €35 total
Refund: €30

4. Exceptions to Right of Withdrawal

The right of withdrawal DOES NOT apply to:

  • Personalized products with name, text, or graphics at customer's request
  • Products made to customer specifications
  • Opened, used, washed, or damaged products
  • Products without tags or original packaging

5. Defective or Incorrect Products

Return & Refund Policy

Our products are made to order (print-on-demand) and are considered customized items.
For this reason, we do not accept returns or issue refunds, except in the following cases:

  • Defective product or manufacturing defects

  • Printing errors (incorrect design or inaccurate colors)

  • Incorrect item received

  • Product damaged during shipping

If you receive a defective, damaged, or incorrect product, you are entitled to:

  • Free replacement with a new product
  • Full refund (including original shipping costs)

Procedure:

  1. Contact us within 48 hours of delivery  mara-amara@mara-amara.com
  2. Attach clear photos of the defect or damage
  3. Describe the problem in detail
  4. We will send you return instructions (shipping costs covered by us)

Timeframe: Within 30 days of delivery

6. Size or Model Exchanges

We currently do not offer direct exchanges.

If you want to change size or model:

  1. Make a return of the original product (following the procedure above)
  2. Place a new order for the desired product

Tip: Check the size guide carefully before ordering!

7. Refund Timeline

After we receive your return:

  • Product inspection: 2-3 business days
  • Refund processing: 1-2 business days
  • Credit to your account: 3-10 business days (depends on your bank)

Total estimated time: 7-14 days from receipt of return

8. Refund Methods

The refund will be made using the same payment method as the original order:

  • Credit/debit card → Reversal to card
  • PayPal → Credit to PayPal account
  • Shop Pay → Credit to Shop Pay

9. Legal Guarantee (2 Years)

In addition to the right of withdrawal, all products are covered by the legal guarantee of conformity for 2 years under Consumer Code.

If the product has conformity defects within 2 years of purchase, you are entitled to:

  • Free repair
  • Free replacement
  • Price reduction
  • Contract termination with refund

Contact us at mara-amara@mara-amara.com for assistance.

10. Frequently Asked Questions

Q: Can I return a product after 14 days?
A: The right of withdrawal expires after 14 days. However, for defective products you have 30 days and the legal guarantee lasts 2 years.

Q: Who pays for return shipping?
A: For voluntary returns (change of mind), costs are your responsibility. For defective or incorrect products, we cover them.

Q: How long does it take to receive the refund?
A: Within 14 days of receiving the return. Credit to your account may take an additional 3-10 days.

Q: Can I return a personalized product?
A: No, personalized products are excluded from the right of withdrawal, except for defects.

Q: What happens if the product arrives damaged?
A: Contact us within 48 hours with photos. We will provide replacement or full refund, shipping costs included.

11. Contact

For any questions about returns and refunds:

Email: mara-amara@mara-amara.com
Response time: 24-48 hours (business days)
Hours: Mon-Fri 9:00-18:00 CET

 

Brand Mara-Amara

Web-Site mara-amara.com

Vat 01222450957

Business Ditta fundu a susu di Pietro Zedda

Address Località Caddas antiche terme Fordongianus, Or, Italy