Refund policy
RETURNS, EXCHANGES, AND REFUNDS
If for any reason the Customer is not satisfied with their purchase, items may be returned for exchange or refund within 14 days of receiving the goods, in accordance with current legislation (Article 44 of Law 7/1996, amended by Law 47/2002, and Legislative Decree 206/2005 - Consumer Code).
1. GENERAL RETURN CONDITIONS
For the return to be accepted by the Seller, the products must be returned within 14 days of the date the company accepted the return, or from the official communication via email or WhatsApp containing the return shipping address, and in compliance with the following conditions:
- Products must be complete with all original packaging (cardboard, bubble wrap, corner protectors, if applicable).
- Products returned by the Customer must not be damaged.
- In the event of a damaged item, the Customer must refer to the provisions of Article 6 of these regulations.
- Return shipping is the Customer's responsibility until the Seller receives it. Shipping will be made to the seller's address in Italy at the consumer's expense.
- The Seller is not liable for damage, theft, or loss of products returned via uninsured shipments, at the Customer's expense.
2. RETURN PROCEDURE
To initiate the return or exchange process, you must:
- Send an email to: neibacshopus@gmail.com or
- Send a WhatsApp message to: +39 320 419 2563
The request must be submitted within 14 days of receiving the goods. All necessary instructions and the return shipping address will be provided within 24-48 business hours.
The Customer is responsible for arranging the return shipment at their own expense, via a traceable and preferably insured courier.
The product must be carefully packaged in its original packaging, including cardboard, bubble wrap, and corner protectors.
Packages sent with cash on delivery or without tracking will not be accepted.
3. PRODUCT EXCHANGE (ALTERNATIVE TO RETURN)
As an alternative to returning the product, the customer can request a free exchange, for example, for a different fabric.
- The exchange is completely free.
- The company will directly organize and manage the collection and delivery of the new item at no cost to the customer.
- To request an exchange, simply send an email to neibacshopus@gmail.com or a WhatsApp message to +39 320 419 2563.
4. REFUND
- The refund will be made within 14 days of receipt and verification of the integrity of the returned product.
- The refund will be made using the same payment method used for the purchase.
- Any shipping costs incurred by the Customer for the original order will not be refunded, nor will any additional costs for insurance requested by the Customer for the initial shipment.
- For payments made with Klarna, the refund process may take up to 15 business days.
- For cash on delivery payments, the Customer must provide the IBAN for the refund.
- The Seller is not responsible for uninsured shipments and package loss or damage.
5. PRODUCTS EXCLUDED FROM RETURNS OR EXCHANGES
Returns or exchanges are not possible for:
- Customized products, including canvases with customer photos and non-standard sizes
- Framed products
- Clearance/Outlet products
- Products used or damaged by the customer
- Returns after 14 days from receipt of the goods
- Hand-retouched products
6. DAMAGED OR WRONG ITEMS
- In the event of receiving defective, incorrect, or damaged items, the customer must send an email to neibacshopus@gmail.com within 5 days of delivery.
- After this time, no complaints will be accepted.
- Once the defect is confirmed, the correct or replacement product will be shipped.
7. FORFEITURE OF THE RIGHT OF WITHDRAWAL
The right of withdrawal is forfeited if the returned item is substantially undamaged, including, but not limited to:
- Missing external packaging and/or original internal packaging;
- Damage to the product;
- Abnormal condition of preservation.
If the Customer forfeits the right of withdrawal, the Seller will return the purchased product to the Customer, charging the Customer the shipping costs.
8. APPLICABLE REGULATIONS
Unless otherwise specified, the provisions of the Consumer Code and the European legislation on distance selling apply.
9. ORDER CANCELLATION
The Company will not consider refund requests from those who have not yet received their order.
If the Customer, for any reason, no longer wishes to receive the purchased items, he or she must wait for delivery and then follow the return conditions set forth in these regulations.
Updated April 8, 2025