1. Right of return

Madonnina Resell offers a product return or exchange service that may be initiated within 30 (thirty) days from the date of receipt of the product.

For products collected in-store, the return or exchange may be requested within 14 (fourteen) days from the first available collection date.

2. Initiation of the return and exchange procedure

Any request for return or exchange of the product must be initiated exclusively through the dedicated Madonnina Resell returns portal, available at the following link:

https://returns.itsrever.com/madonninaresell

The customer must follow the guided procedure and the instructions provided by the portal to correctly register their request.

 

3. Product return methods

Once the return has been authorised, the customer may choose one of the following return methods, as set out below.

a) Direct delivery to the Milan drop-off point

The customer may personally deliver the product to:

TOP SERVIZI - Via Giovanni da Procida 21 Milan (MI)

It is not necessary to make an appointment. A sheet clearly stating the following must be placed inside the parcel the order number and the first and last name associated with the purchase, so as to enable the return to be correctly identified.

The return made using this method is free of charge and does not entail return shipping costs or any additional deductions relating to the return, subject to any applicable shipping costs originally incurred for delivery of the order, as provided for in Article 9 below.

Simply delivering the parcel to the drop-off point does not entail automatic acceptance of the return. The product will be subject to the checks provided for in this notice.

If the return is deemed eligible and accepted, the refund will be issued within 3 business days of the positive outcome of the inspection, using the payment method provided for by the return procedure, subject to any applicable technical processing times of the relevant payment service provider.

b) Independent shipment

The customer may ship the product independently, using a carrier of their choice, to the address provided by Madonnina Resell when the return is authorised.

In this case:

Shipping costs shall be borne entirely by the customer;
Madonnina Resell shall not be liable for any loss, delay or damage during transport.

c) Shipment using a label provided by Madonnina Resell

Alternatively, Madonnina Resell may provide the customer with a prepaid return label.

The cost of the label is:

• €8.90 for domestic shipments (Italy);
• €11.90 for international shipments (abroad), excluding the United Kingdom, Switzerland and Greece.

This amount:

1. It will be deducted from the final refund;
2. It covers exclusively the return shipping service;
3. It is valid for a single label to be affixed to a single parcel, not to multiple parcels (if you wish to return the products in separate shipments, you must request additional labels).

Customer's responsibility for delivery of the return

For returns made using shipping labels provided by Madonnina Resell S.r.l. with InPost as carrier, the customer is required to use the locker correctly and verify that the parcel has been deposited correctly.

Madonnina Resell S.r.l.'s and the carrier's liability shall commence exclusively when the parcel is actually taken charge of by the courier and recorded as "in transit" in the tracking systems.

Until that time, any irregularities arising from incorrect use of the locker, including, by way of example and without limitation, shall remain solely at the customer's expense:

• depositing the parcel in the wrong compartment;
• failure to fully close the locker compartment after depositing the parcel;
• accidental reopening of the compartment without subsequently closing it properly;
• placing the parcel in a compartment other than the one assigned;
• placing the parcel inside despite opening the compartments twice instead of closing them again;
• any other circumstance resulting in the courier failing to take charge of the shipment.

In such cases, Madonnina Resell S.r.l. cannot be held liable for any loss, delay or non-delivery of the return shipment, as these are events occurring before the carrier officially takes charge of it.

4. Conditions of the returned product

An essential condition for exercising the right of return is the substantial integrity of the product.

The product must be:

1. unused;
2. returned in the same condition in which it was received;
3. complete with original packaging and accessories;
4. adequately protected (an additional box in the event of shipment).

In the event of damage caused by inadequate packaging, the return may be refused or any restoration costs may be charged.

In the event of a product exchange, it will subsequently not be possible to exercise the right of return also for the replacement product received.

5. Customer's obligation to cooperate

The customer is required to actively cooperate in the return procedure, providing fully and truthfully all documentation that may be requested, including, by way of example, photographic documentation of the product, packaging and shipping labels.

If, during the return procedure, the shipment is returned to the sender/customer due to non-delivery, failure to collect, problems relating to storage or any other circumstance resulting in the parcel being returned to the customer, the latter remains responsible for the receipt and custody of the parcel, as well as timely notification of the incident to Madonnina Resell S.r.l.

The mere handover of the product to the courier does not constitute completion of the return procedure.

The procedure may be considered completed exclusively when the product has been actually received by Madonnina Resell S.r.l. and subjected to the necessary checks concerning the contents, the condition of the product, and compliance with the requirements set forth in this information notice.

If the parcel is returned to the customer, the customer is therefore required to collect it and store it diligently, cooperating with Madonnina Resell S.r.l. to enable a new shipment. Any failure by the customer to collect the parcel returned to them shall not be considered equivalent to delivery of the return to Madonnina Resell S.r.l.

Any refund, exchange, or other requested solution will be handled once receipt and verification of the product have been completed, without prejudice in any event to the mandatory rights granted to the consumer under applicable law.

Failure to cooperate, or incomplete cooperation, may result in the suspension or closure of the return case.

6. Return deadlines

The product subject to return must be returned no later than within 3 (three) business days of return authorization and:

• receipt of the return label, if provided;
• or notification of the shipping address;
• or the agreement for direct delivery to the store.

This period also applies to returns requested due to product non-conformity, order errors, or alleged shipping problems, once the procedure has been activated.

7. Forfeiture of the return procedure

Failure to return the product within the 3-business-day period automatically results in forfeiture of the return procedure, with the following consequences:

• definitive closure of the case;
• inability to issue a refund or replacement;
• inability to initiate or continue claims with the carrier.

Upon expiry of this period:

Madonnina Resell does not guarantee the functionality of any return label provided.
It is not required to accept late returns, even if they are subsequently delivered or shipped.

The forfeiture shall not apply solely in the event of proven impediments not attributable to the customer, promptly reported and assessed at Madonnina Resell's discretion.

8. Unauthorized/late/non-compliant shipments

Any shipments:

• made without an active return procedure;
• made after the specified deadlines;
• made using expired, invalid, or unauthorized labels,

May be refused or returned to the sender, at the customer's sole expense.

If multiple products are shipped using the same return label affixed to multiple parcels, Madonnina Resell does not guarantee the proper transit and delivery of the products, even if the return label was provided directly by Madonnina Resell.
The responsibility for requesting the appropriate number of return labels and using them correctly lies entirely with the customer.

9. Refund

The refund will be issued within 3 (three) business days of receipt and verification of the returned product.

In any event, the refund will be made net of €8,90 (or 11,90 in the case of international shipments), corresponding to the outbound shipping costs for the product incurred by Madonnina Resell, regardless of the return method chosen and the amount paid.

Methods

The refund will be made using the same payment method used for the order; in the case of payment on delivery, the refund will be made by bank transfer.

Alternatively, a discount voucher equal to the amount spent will be issued, valid for 3 years.

10. Regulatory references and acceptance

This information is drafted in compliance with Articles 52–59 of Legislative Decree 206/2005 (Consumer Code).

By placing the order, the customer declares that they have read, understood and fully accepted these return and refund terms.

The right of return does not apply to personalised products, namely those belonging to the “CUSTOM” category, pursuant to Article 59 of Legislative Decree 206/2005.
For these products, only a free change of the personalisation colour is available, where possible.

Unsuitable returns and disputes via payment providers

If a return is deemed not suitable following Madonnina Resell S.r.l.’s investigations, the customer will be informed of the outcome and the reasons therefor.

In the event of a dispute or chargeback via PayPal, Klarna or another payment provider, any final decision in favour of Madonnina Resell S.r.l. will be conclusive for the purposes of the relevant payment procedure and will not result in any automatic refund of the order, without prejudice to the rights provided for by applicable law.

If the product is held by Madonnina Resell S.r.l., its possible return to the customer may be subject to payment of the actual costs of reshipment, where lawfully attributable to the customer.

Order cancellations

Once confirmed, the order is immediately taken over automatically by our system.
For this reason, cancellation of the order cannot be guaranteed, even if the request is sent a few minutes after confirmation.

The order processing process does not depend on customer service and may begin instantly, making it technically impossible to intervene manually to stop it.

Any cancellation requests will be considered only if the order has not yet entered the processing or shipping stage, but do not constitute a guarantee of cancellation.

If cancellation is possible, a handling fee of €8,90 for domestic shipments and €11,90 for international shipments will be applied, corresponding to the cost of the shipping label already automatically generated by our system.

If the order cannot be cancelled, upon receipt of the order the customer will have the option to request a return or exchange.