Refunds and Returns

You have the right to return an item within 14 days of delivery. You can decide whether to return all or just some of the items.

Purchased items can be returned for an exchange or refund, provided they are returned to the Distribution Center in perfect condition within 14 days.

You can return the product in exchange for a shopping voucher, a different product (of equal value), or a direct refund using your original payment method.

The costs of shipping the package to the Distribution Center are borne by the customer, who is free to choose the courier with which to return the package.

You can also use our couriers to return your package, simplifying the return process and benefiting from more advantageous prices based on our agreements with the couriers. Call our Customer Service Center at +39 080 332 8791 to arrange for package pickup.

We will apply shipping charges based on the total weight of the returned items. Please refer to the table below for costs:

From 0 to 5 kg: €4.90

From 5kg to 10kg: € 7.90 

From 10kg to 20kg: € 17.40

From 20kg to 50kg: € 19.40

From 50kg to 100kg: € 29.90

From 100Kg to 200Kg: € 5.90

Return costs may vary depending on the volumetric weight of the returned item . Please contact our customer service for further information.

If you choose to have your package returned through our couriers, you will not have to pay for shipping when you hand the goods over to the courier. The shipping cost (calculated based on the total weight of the packages, as indicated in the table above) will be deducted from the total amount when we process your refund, once the package has been received at our Distribution Center.

Once we receive the Product at our Distribution Center, we will send you the refund within 7 working days of receiving the goods and the amount will be refunded via the payment method used to make the purchase.

Defective Items or Order Shipping Errors

If the products sent do not match those ordered by the customer, or the product received is damaged or defective, our company will cover the shipping costs for collecting the incorrect product and the shipping costs for delivering the correct product.

You will need to wait for the package to return to our Distribution Center before proceeding with its replacement.

ATTENTION: It is necessary to keep the original boxes and packaging otherwise the claim may be rejected

Package damaged during shipping

When you receive your package, you must carefully check the integrity of the packaging. If the packaging appears to have been tampered with, torn, wet, or altered, including the sealing materials, you must indicate the anomaly in the notes field on the form that the courier will have signed.

Example: "I accept with reservation" for: tampered package, damaged package, torn packaging, wet package...

IMPORTANT: Signing with reservations is the buyer's right and greatly facilitates the product replacement/return procedures.

Waiver of purchase

If the customer cancels the purchase after completing payment and before the product has been shipped from our warehouse, a full refund will be made within 7 working days using the same payment method used to make the purchase.

If the customer cancels the goods already shipped from our warehouses, they will be responsible for the shipping and collection costs. Please refer to the weight table above to calculate the shipping costs, which will be deducted from the total refund amount. The refund will be processed within 7 business days using the same payment method used to make the purchase.

If the customer receives a damaged or defective item and refuses to exchange it but wishes to obtain a refund, they will be responsible for the cost of returning the item. Please refer to the weight table above to calculate the shipping cost, which will be deducted from the total refund amount. The refund will be processed within 7 business days using the same payment method used to make the purchase.

Return Policy Exceptions

Returned items must not show visible signs of wear or use;

We do not accept exchanges or refunds on personalized or engraved items.

For any questions, please contact Customer Service by email at assistenza@mondoviro.it or by phone at +39 080 332 8791, Monday to Friday, 9:00 a.m. to 1:00 p.m. and 5:00 p.m. to 8:00 p.m. Closed on holidays.

Distribution Center Address to which to send the goods:

MondoViro srl