Refund policy
Right of Withdrawal and Refunds
This page provides a summary of how to exercise the right of withdrawal and request a refund. The complete terms are set forth in Article 11 of the General Terms and Conditions of Sale, which shall prevail in the event of any discrepancy.
Terms
The consumer has the right to withdraw from the contract, without penalty and without providing a reason, within 14 days from the date of receipt of the Products. In the case of multiple purchases in a single order that are delivered separately, the period begins upon receipt of the last Product.
Once the withdrawal has been communicated, the Products must be returned within 14 days of such communication.
How to Exercise the Right of Withdrawal
Withdrawal must be communicated by means of an explicit statement, sent via email to returns@eleonorabonucci.com or by certified mail with return receipt requested to the Seller’s address.
The notification must include: order number, order date, and date of receipt; the returned items, including their codes and sizes; and whether you are requesting a refund or a size exchange. Alternatively, you may use the standard withdrawal form provided in Annex I, Part B, of Legislative Decree 206/2005.
For the Kids category, exchanges are not permitted: only refund requests are accepted.
Exchanges, where permitted, are allowed only for the same model and variant in a different size.
Conditions for Returned Products
Products must be returned undamaged, in their original packaging, and complete in every respect: packaging, labels, documentation, and accessories, along with the sales receipt.
The Seller reserves the right to request photographic evidence before authorizing a return due to a lack of conformity.
The Seller reserves the right to request photographic documentation before authorizing a return due to a lack of conformity.
The right of withdrawal is excluded, pursuant to Article 59 of Legislative Decree 206/2005, for custom-made or clearly personalized Products and for sealed Products that cannot be returned for reasons of hygiene or health protection if opened after delivery.
Return Shipping Costs
If all conditions are met, the Seller is responsible for the return shipping costs, with the exception of any customs duties.
For Users residing outside the European Union, the refund does not include the original shipping costs or customs duties.
Refund
The refund will be issued within a maximum of 14 days from receipt of the Products, or from the time the User provides proof of return, whichever comes first. The Seller may withhold the refund until one of these two dates.
Refunds will be issued via the same payment method used for the purchase, unless otherwise agreed upon with the User.
Orders paid by cash on delivery: Refunds can only be issued via bank transfer to the IBAN provided by the User. Refunds to prepaid cards or similar payment methods are not permitted.
Products Unavailable After Order Placement
If, after order confirmation, one or more Products are found to be permanently unavailable, the contract is terminated with respect to those Products only, and the corresponding amount will be refunded within 14 days of notification, using the same payment method used for the purchase. If the unavailability affects the entire order, the refund will also include shipping costs.
If, as a result of the partial termination, the remaining order no longer meets the threshold for free shipping, no additional shipping costs will be charged.
Withdrawal Exercised After the Deadline or Without Meeting the Required Conditions
If the specified procedures, conditions, and terms are not met, the User is not entitled to a refund of the amounts paid and may retrieve the Products, at their own expense, in the condition in which they were returned.
Legal Warranty of Conformity
Regardless of the right of withdrawal, every Product is covered by the legal warranty of conformity provided for in Articles 128 et seq. of Legislative Decree 206/2005, for defects that become apparent within 24 months of delivery. The procedures are described in Article 12 of the General Terms and Conditions of Sale.
Contact Us
Eleonora Bonucci S.r.l. – Via dell’Industria SNC, 01100 Viterbo (VT) – Tax ID/VAT No. 02025100567
Returns: returns@eleonorabonucci.com – Customer Support: customerservice@eleonorabonucci.com – Tel. +39 0761 398011 ext. 1
