Refund policy
Return and Refund Policy
We have a 14-day return policy. This means that you have 14 calendar days from the date on which you, or a third party appointed by you other than the carrier, receive the goods to notify us of your decision to withdraw from the purchase.
This policy does not limit any mandatory rights available to consumers under applicable Italian and European Union consumer protection laws.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must send us a clear statement informing us of your decision within 14 days of receiving your order.
You can contact us at:
Email: theraggigloves@gmail.com
Return address: Via del calzolaio 2, 61026 Piandimeleto (PU), Italy
Please include your name, order number and the items you wish to return.
We recommend contacting us before shipping the parcel so that we can provide the correct return instructions. However, your statutory right of withdrawal is not dependent on our prior approval, provided that you notify us within the applicable deadline.
After notifying us of your decision, you must return the goods without undue delay and no later than 14 calendar days from the date on which you communicated your withdrawal.
Condition of Returned Items
You may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way that you would reasonably be allowed to do in a physical shop.
Returned products should be complete and include any accessories, labels and packaging supplied with them, where reasonably possible.
The absence or damage of the original packaging does not automatically result in the loss of your right of withdrawal. However, you may be responsible for any reduction in the value of the product resulting from handling beyond what is necessary to inspect its nature, characteristics and functioning.
Products showing signs of use beyond a reasonable inspection may be subject to a deduction reflecting their actual diminished value.
Proof of purchase may be requested to identify and process the order.
Protective Film on Gloves
Where a glove is supplied with a protective film, the film should be kept intact while checking the size, fit and general characteristics of the product.
Removing the protective film does not automatically eliminate the statutory right of withdrawal unless the film constitutes a sealed hygiene or health-protection seal and the product is not suitable for return after the seal has been removed.
Where removing the film or using the glove causes a reduction in its commercial value, we reserve the right to deduct an amount corresponding to the actual diminished value of the product, in accordance with applicable law.
Return Shipping Costs
Unless the product is defective, damaged, incorrect or non-conforming, the direct cost of returning the goods is borne by the customer.
The customer is responsible for the return shipment until the parcel is delivered to us. We therefore recommend using a tracked shipping method and retaining proof of shipment.
If we provide a prepaid return label for a voluntary withdrawal, the cost of that label may be deducted from the refund, provided that the amount is communicated to the customer in advance.
If the product is defective, damaged, incorrect or otherwise non-conforming, reasonable return shipping costs will be borne by us.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery and contact us promptly if an item is defective, damaged, incomplete or different from the item ordered.
Contact us at theraggigloves@gmail.com and provide your order number and, where possible, photographs or videos showing the issue.
A failure to report the issue immediately does not remove any mandatory rights available under the legal guarantee of conformity.
The legal guarantee for defective or non-conforming goods is separate from the 14-day right of withdrawal. Depending on the circumstances, the customer may be entitled to repair, replacement, a price reduction or termination of the contract in accordance with applicable law.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply only in the cases expressly provided for by applicable law, including, where relevant:
- goods made to the consumer’s specifications or clearly personalized;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health-protection or hygiene reasons, where the seal has been removed after delivery;
- other goods or services expressly excluded from the right of withdrawal under applicable law.
Products purchased at a discounted or promotional price are not automatically excluded from the statutory right of withdrawal.
Gift cards and digital products are subject to the specific terms presented at the time of purchase and to any mandatory rights provided by applicable law.
Mystery Boxes
Mystery Boxes contain a selection of products that is not fully disclosed before purchase. The surprise nature of a Mystery Box does not, by itself, exclude the consumer’s statutory right of withdrawal.
A Mystery Box may be returned within the applicable withdrawal period only as a complete unit. The customer must return:
- the original box;
- all products included in the box;
- all accessories, promotional items and gifts included in the order;
- any sealed products with their hygiene or security seals intact, where applicable.
Individual products contained in a Mystery Box cannot be returned separately in exchange for a partial refund. The customer may not retain some of the products and request a refund for the remaining products.
The Mystery Box will not be eligible for return where its contents fall within a legal exception to the right of withdrawal, including sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been removed.
This restriction does not affect the customer’s rights where a product contained in the Mystery Box is defective, damaged, incorrect or non-conforming.
Exchanges
We do not offer direct exchanges.
To obtain a different size or product, you may return the original item in accordance with this policy and place a separate order for the new item.
Refunds
We will notify you when we have received and inspected the returned goods.
In the event of a valid withdrawal, we will refund the payments received for the returned products, including the cost of the least expensive standard delivery method offered at the time of purchase.
Additional delivery costs resulting from your choice of a delivery method more expensive than our standard delivery option will not be refunded.
The refund will be issued without undue delay and no later than 14 calendar days from the date on which you informed us of your decision to withdraw.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been shipped back, whichever occurs first.
Refunds will be made using the same payment
