Returns and right of withdrawal

The online sale of CASTELLANI SRL products is governed by Articles 50 – 68 of the Consumer Code (Legislative Decree No. 206 of September 6, 2005) and the EU Directive (2011/83/EU). This legislation guarantees consumers the right to withdraw from purchase contracts, return the product, and obtain a refund of the amount paid.

Customers have the right to cancel their order within 14 (fourteen) days from the date of delivery, without providing any explanation. Once the return acceptance confirmation is received from our Customer Service, the customer has an additional 14 (fourteen) days to return the goods.

Note: Independently from the right of withdrawal, CASTELLANI SRL accepts return requests (subject to prior approval) up to 30 days from the date of delivery, as long as the returned goods meet the conditions listed below and the Customer Care team authorizes the return in advance.

Procedure to Exercise the Right of Withdrawal or Return

To request a return or exercise the right of withdrawal, the customer must send a written request via email to ecommerce@castellani.eu. Our Customer Care will reply with a specific return form to be completed, including the reasons for the return.

It is mandatory to include the printed return form inside the package. Returns without the completed form will not be processed.

Orders paid by credit card or PayPal will be refunded directly to the original payment method. Once the return request is received and approved, Customer Service will send the acceptance confirmation along with shipping instructions.

Conditions for Returns

• The product must be intact, without damage or tampering.
• The product must not be personalized or custom-made.
• Return shipping costs are borne by the customer.
• The package must be properly packed, preferably using the original packaging.
• The return form provided by Customer Service must be included in the package.
• Unauthorized return shipments will not be accepted and will be returned to the sender at their expense.

Return Address

It is recommended to use a courier that provides tracking services.

CASTELLANI SRL will issue the refund within 5 working days from the receipt of the goods, after verifying the integrity of the returned products. Any damaged items will not be included in the refund.

For returns shipped from countries outside the European Union, customs clearance costs (including duties and VAT) are the responsibility of the customer and will be automatically deducted from the refundable amount.

Limitations to the Right of Withdrawal

• The right of withdrawal applies exclusively to private consumers (individuals).
• No right of withdrawal is granted to entities with a VAT number.
• Returns or cancellations are not accepted for orders of customized or made-to-measure products.