Refund policy
RETURNS AND REFUNDS POLICY
1. Right of Withdrawal
Consumers may exercise the right of withdrawal in the cases and within the time limits provided for by applicable law.
Unless an exception provided by law applies, consumers may notify us of their decision to withdraw from the purchase within 14 days from delivery of the product.
To exercise the right of withdrawal, customers must contact Giaquinto Tessitura Artigianale at info@tessituragiaquinto.com, stating their order number and the products they wish to return.
Before returning any products, customers are requested to contact us to receive instructions regarding the return procedure and return address.
2. Condition of Returned Products
Customers are required to handle and keep products with due care.
Returned products must be intact and must not show alterations resulting from use beyond what is necessary to establish their nature, characteristics and functioning.
Washed products cannot be accepted as ordinary returns or exchanges due to a change of mind.
Products that have been improperly used, damaged or treated contrary to the applicable care and washing instructions cannot be accepted as ordinary returns due to a change of mind, without prejudice to any mandatory consumer rights provided by applicable law.
3. Return Costs in the Event of Withdrawal
Unless otherwise required by applicable law, the direct costs of returning products following the exercise of the right of withdrawal shall be borne by the customer.
The customer is responsible for correctly returning the products in accordance with the instructions provided.
4. Customised and Made-to-Measure Products
For goods made to measure or clearly personalised, the right of withdrawal may be excluded where permitted by applicable law.
This includes, by way of example, products made to specific measurements requested by the customer, products embroidered with names or initials, or other work carried out according to the customer's individual specifications.
The fact that an item belonging to the standard Giaquinto Tessitura Artigianale range is produced, made up or finished after an order has been placed does not automatically mean that the product is considered personalised.
5. Product Characteristics, Natural Fibres and Colour Variations
Giaquinto Tessitura Artigianale produces handcrafted textile products using, among other materials, natural fibres such as linen and cotton.
Due to the nature of the fibres, yarns and artisan manufacturing process, slight variations may occur from one item to another.
Minor weaving irregularities, slubs, small knots, variations in thickness or other characteristics inherent to natural fibres and the manufacturing process do not, in themselves, constitute a defect, provided that they do not affect the conformity or normal use of the product.
The photographs displayed on the website are intended to represent our products and their colours as accurately as possible. However, the colour displayed on screen may differ slightly from the actual product due to the device, monitor, its settings, lighting and viewing conditions.
Furthermore, due to the inherent characteristics of natural fibres, yarns and dyeing processes, slight colour variations may occur between products from different production batches or dye lots.
For this reason, where purchases are made at different times, we cannot guarantee an exact colour match between a previously purchased item and a subsequent order of the same product or colour.
Similarly, the product received may show slight colour variations compared with the images displayed on the website.
Where such variations fall within the normal characteristics of natural fibres, yarns, dye lots and the manufacturing process and do not affect the conformity or normal use of the product, they do not, in themselves, constitute an incorrect or defective product.
Nothing in this section affects any mandatory rights granted to consumers under applicable law.
6. Exchanges Requested by the Customer
Customers are advised to carefully check, before completing their purchase and again upon receiving the order confirmation, the items ordered, quantities and selected variants, including colour, size and any other available options.
If the product received correctly corresponds to the item and variant stated in the order confirmation, but the customer selected a different colour, size, variant or item from the one they intended to purchase, this does not constitute an error by Giaquinto Tessitura Artigianale.
If the customer wishes to exchange the product for another item, colour, size or variant, they must contact us at info@tessituragiaquinto.com before returning any products.
Exchanges requested by customers are not automatic and must be authorised in advance by Giaquinto Tessitura Artigianale.
Exchange requests are assessed on a case-by-case basis, taking into account the availability of the requested product, the type and quantity of products, the value of the order and the logistics costs involved.
Where an exchange results from the customer's choice or error and not from an error by Giaquinto Tessitura Artigianale, the costs of returning or collecting the products shall be borne by the customer.
If the exchange is authorised, the cost of subsequently shipping the replacement product to the customer shall also be borne by the customer, unless otherwise expressly agreed by Giaquinto Tessitura Artigianale.
Customers must not return any products before contacting us and receiving the relevant instructions.
7. Exchanges for International Orders
For international shipments, and particularly orders shipped to the United States, Canada and Australia, the costs of collecting or returning products to Italy and subsequently shipping replacement products may be particularly high and, in some cases, disproportionate to the value of the products purchased.
Where the product delivered correctly corresponds to the product stated in the order confirmation and the exchange request results from the customer's choice or error, the request will therefore be assessed in advance by Giaquinto Tessitura Artigianale, taking into account the total value of the order, the type and quantity of products and the logistics costs involved.
Giaquinto Tessitura Artigianale may decline to authorise an exchange where, taking into account the value of the order and the transportation costs involved, the operation would be economically disproportionate.
If the exchange is authorised, all costs relating to the collection or return of the products to Italy and the subsequent shipment of replacement products shall be borne by the customer.
Before making any international return, customers must contact us at info@tessituragiaquinto.com and wait for our authorisation and return instructions.
If an exchange is not authorised or the associated costs make the exchange impractical or uneconomical, the customer may place a new order for the desired item or variant, subject to the prices and shipping conditions applicable at the time of the new purchase.
The provisions of this section concern voluntary exchanges requested by customers and do not limit any mandatory rights granted to consumers under applicable law.
8. Incorrect Product or Variant Shipped by Giaquinto Tessitura Artigianale
The provisions concerning the costs of exchanges requested by customers do not apply where, due to an error attributable to Giaquinto Tessitura Artigianale, the customer receives an item or variant different from the one stated in the order confirmation.
In such cases, customers are requested to contact us promptly at info@tessituragiaquinto.com, providing the order number and a description of the issue.
Photographs may be requested in order to verify the error.
Once the error has been verified, we will provide the necessary instructions and arrange the replacement or any other applicable remedy without charging the customer for costs resulting from an error on our part, in accordance with applicable law.
9. Defective or Non-Conforming Products
This Policy does not limit the legal guarantee of conformity or any other mandatory consumer rights provided by applicable law.
If customers believe that a product received is defective or non-conforming, they are requested to contact us at info@tessituragiaquinto.com, providing the order number and a description of the issue.
Photographs may be requested and, where necessary, the product may need to be returned or otherwise made available to us in order to carry out the appropriate checks.
Any applicable remedies will be provided in accordance with applicable law.
10. Refunds
Where a refund is due following the exercise of the right of withdrawal, it will be processed within the time limits and according to the procedures provided for by applicable law.
Where applicable, the refund will be made using the same payment method used by the customer for the original purchase, unless otherwise agreed and to the extent permitted by applicable law.
The refund may be withheld, where permitted by law, until the returned products have been received or until the customer provides evidence that the products have been sent back, whichever occurs first.
Any reduction in the value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning may be taken into account to the extent permitted by applicable law.
11. Contact Information
For requests concerning withdrawals, returns, exchanges, refunds or incorrect, defective or non-conforming products:
Giaquinto Tessitura Artigianale
Giaquinto Katiuscia
Via Cenobio Basiliano 25
73028 Otranto (LE) – Italy
VAT No. 04941470751
Tax Code: GQNKSC79E64D851W
REA LE-330296
Email: info@tessituragiaquinto.com