Refund policy


RETURN AND REFUND POLICY

Last updated: February 2, 2026

LEGAL INFORMATION

BRAND Mara-Amara

WEB-SITE mara-amara.com

Business name: Ditta Fundu a Susu di Pietro Zedda
Address: Località Caddas, Antiche Terme 09083 Fordongianus- OR
VAT number: 01222450957
Email: mara-amara@mara-amara.com
Phone: +39 342 691 4084

 

WEB-SITE mara-amara.com

1. CUSTOMIZED PRODUCTS AND PRINT-ON-DEMAND

All our products are made to order using print-on-demand technology through our partner Printify. Each item is printed and produced specifically for you after order confirmation.

Data sharing with Printify:
For the production and shipping of your orders, we share the following data with Printify and its production and shipping partners:

  • First and last name
  • Complete shipping address
  • Phone number (for the carrier)
  • Order details (product, size, graphic)
  • Information necessary for shipping management

Printify and its partners process your data in compliance with GDPR. For more information: Printify Privacy Policy

2. EXCLUSION FROM RIGHT OF WITHDRAWAL

IMPORTANT: In accordance with Article 59, paragraph 1, letter c) of the Consumer Code (Legislative Decree 206/2005) and Directive 2011/83/EU, customized products made according to customer specifications are excluded from the 14-day right of withdrawal.

Since each product is printed on demand with the graphic you chose, it is not possible to exercise the right of withdrawal for non-defective products.

3. DEFECTIVE, DAMAGED OR NON-CONFORMING PRODUCTS

If you receive a product that has:

  • Printing or manufacturing defects
  • Damage during shipping
  • Wrong size or product ordered
  • Non-conformity with the order

You are entitled to:

  • Free product replacement
  • Full refund of the amount paid

4. HOW TO REQUEST A REFUND OR REPLACEMENT

Timeframe: You must contact us within 14 days of delivery

Procedure:

  1. Contact us immediately:

    • Email: mara-amara@mara-amara.com
    • Phone: +39 342 691 4084

  2. Provide the following information:

    • Order number
    • Detailed description of the problem
    • Clear photographs showing:
      • The defect or damage
      • The product label
      • The packaging (if damaged)

  3. Evaluation:

    • We will review your request within 2-3 business days
    • We will communicate the outcome via email

  4. Physical return:

    • It is not necessary to return the defective product in most cases
    • If required, we will provide specific instructions
    • Return costs will be covered by us

5. RESOLUTION OPTIONS

Once the request is approved, you can choose between:

A) FREE REPLACEMENT

  • We will produce a new identical item via Printify
  • Free shipping
  • Time: 3-7 days production + shipping time

B) FULL REFUND

  • Refund of product price
  • Refund of original shipping costs
  • Processing within 7-14 business days
  • Credit to original payment method

6. REFUND TIMELINE

  • Request approval: 2-3 business days
  • Refund processing: 7-14 business days from approval
  • Account credit: 3-10 days (depends on your bank)

Total estimated time: 10-30 days from request

7. NON-REFUNDABLE CASES

We cannot accept returns or refunds for:

  • Non-defective products (exclusion of right of withdrawal for customized products)
  • Change of mind after ordering
  • Errors in shipping address provided by customer
  • Products damaged after delivery due to improper use
  • Minor color differences due to monitor/printing (natural variations of 5-10%)
  • Orders refused or not collected by customer
  • Customs duties, taxes or clearance fees for non-EU orders (see section 9)

8. CUSTOMER ORDER ERRORS

If you ordered:

  • Wrong size
  • Wrong product
  • Wrong shipping address

We cannot modify or cancel the order after 24 hours from confirmation, as production via Printify starts immediately.

In these cases, it is not possible to obtain a refund or free replacement.

9. NON-EU SHIPMENTS: CUSTOMS DUTIES AND TAXES

IMPORTANT FOR NON-EU CUSTOMERS:

For orders shipped outside the European Union (United Kingdom, Switzerland, USA, Canada, Australia, etc.):

Customs duties and taxes:

  • Any customs duties, import taxes, local VAT and clearance fees are entirely the responsibility of the recipient
  • These costs are not included in the product price or shipping costs
  • The amount varies based on the destination country and local regulations
  • The carrier or customs authorities will contact you for payment

We do not refund:

  • Customs duties paid
  • Import taxes
  • Clearance fees
  • Orders refused for non-payment of duties

Customer responsibility:

  • Check your country's customs regulations before ordering
  • Pay any required duties and taxes
  • Collect the package within the timeframe set by the carrier

Uncollected orders: If you refuse the package or do not pay customs duties, the package will be returned to sender and it will not be possible to obtain a refund.

10. SHIPPING COSTS

  • Defective products: we also refund original shipping costs
  • Non-defective products: shipping costs are non-refundable
  • Return (if required): costs covered by us for defective products
  • Non-EU customs duties: never refundable (customer responsibility)

11. QUALITY GUARANTEE

We work with Printify and certified production partners to ensure:

  • High-quality prints with premium inks
  • Certified and sustainable materials
  • Pre-shipping quality control
  • Protective packaging

Despite our high standards, if you encounter problems, we are here to resolve them quickly.

12. CONTACT

For returns, refunds, or any issues with your order:

Email: mara-amara@mara-amara.com
Phone: +39 342 691 4084
Hours: Mon-Fri 9:00-18:00 CET

We respond within 24-48 hours (business days).

13. DISPUTE RESOLUTION

In case of disputes, you can:

  • Contact our customer service for an amicable resolution
  • Use the EU ODR (Online Dispute Resolution) platform: https://ec.europa.eu/consumers/odr
  • Contact consumer associations
  • Appeal to the competent judicial authority (consumer's jurisdiction)