Return policy

In accordance with consumer protection legislation, you may exercise your right to return purchased products without incurring any penalty and without the need to provide any reason, by informing Gruppo Raffaella within fourteen (14) days from the date on which you received them from grupporaffaella.it. In accordance with consumer protection legislation, the right to return may be exercised by using the Return Form which is available online in the After Sales area. Our Customer Service will send you an e-mail confirming receipt of the return request made through the Return Form. Every returned item must be shipped together with the Return Form which will be sent to you via email by our Customer Service. 
The first return for items paid 100€ or above is free of charge for orders shipped to Italy. 
In this case, the products may be returned by dispatching the package through the shipping agent indicated by Gruppo Raffaella (GLS, TNT, DHL or UPS) by using the pre-paid waybill which Customer Service will provide you. Shipping fees for all further returns, as well as returns of items paid less than 100€ and items shipped outside Italy, must be paid by the customer, except for faulty items. 
In certain circumstances, duly specified in the Return Form, it is possible to exchange a given product with another. 
In accordance with consumer protection legislation, the right to return is excluded in the event that you purchased bespoke or customized products, or sealed items that were opened after delivery that cannot be returned for hygiene or health reasons, such as, for example, products belonging to the “Cosmetics” category, whose sealed packaging has been opened.

I. Terms and Conditions of Return

The right to return – in addition to compliance with the terms and procedures above – is exercised properly when the following conditions have also been met:

  • within fourteen (14) calendar days beginning on the day you received the products (or for purchases of multiple products, the day on which you received the last product) by using of the Return Form directly online in the After Sales area of the site grupporaffaella.it; or sending the Vendor another declaration explicitly stating your decision to withdraw from the contract by mail to Gruppo Raffaella S.r.l.,Via Jacini 65/69, 70125 Bari, Italy) or via fax +39 080 5691226. You should keep a record of your cancellation notice.
  • make sure that you take reasonable care of the products and that they have not been used, worn, washed, modified or damaged;
  • the identification tag should still attached to the products;
  • the products should be returned, complete and unused, in their original packaging (in the case of audio CDs, books, design objects, designer toys and adult toys, the packaging must include its original seal; if you want to return a kit, it must include all of its components);
  • the returned products have not been damaged

In accordance with consumer protection legislation, whatever form of payment you used, Gruppo Raffaella will refund you all payments received from you for such cancelled purchase, excluding supplementary costs for shipment, gift wrapping, cash on delivery fee, and other additional expenses. If you choose to use a different courier or other postage method for your return, you will have to pay for the return shipping cost at your own expense in accordance in any case. 
If you choose to use a different courier or other postage method for your return, you will have to pay for the return shipping cost at your own expense in accordance in any case. 
You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at your own expense by Gruppo Raffaella. If you refuse the above delivery, Gruppo Raffaella reserves the right to retain the products and the amount paid for your purchase of the products.

II. Refund Times and Procedures

In accordance with consumer protection legislation, only after Gruppo Raffaella has received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted and Gruppo Raffaella will reimburse the amount owed you. Whatever form of payment you used (PayPal/credit card, cash on delivery), the refund procedure will start within fourteen (14) calendar days of the day Gruppo Raffaella was informed of your decision to return the purchased products for a refund; you may be liable for, and we may deduct from any refund due to you, any diminution to the value of the returned products caused by your handling of the products, save to the extent necessary to ascertain the characteristics, functions or nature of the products. 

Without prejudice to the above, the time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:

  • payment by PayPal: refunds will be credited to your PayPal. The actual reimbursement to the credit card associated with your PayPal account depends on the company that issued the card;
  • payment made by Cash on delivery: you will be refunded the amount you paid for the products returned to the Bank account you indicate in the Return Form; the time needed for refunding depends on the information you provided in your order and on the bank where you have the account;

if the product was purchased as a gift, the refund of the sums paid for purchases will be made to the individual who purchased the product and made the payment. 

As an alternative to having your PayPal account or Bank Account refunded for returned products, you can choose to receive a credit towards purchases on grupporaffaella.it. The credit will be equal to the amount subject to being refunded and can be used for further purchases on grupporaffaella.it. 
The refund amount will be credited when Gruppo Raffaella accepts your return. Upon issue of the credit you will receive a confirmation e-mail indicating the credit amount. 
The credit will be used partially or in full towards purchases on grupporaffaella.it based on the order’s value and until the store credit is used up, provided that the credit is used within 12 months of the date that it enters your grupporaffaella.it account.

III. Conditions for the Exchange of Products

In certain circumstances detailed below, you shall be entitled to exchange your product for a different size or colour of the same model. Exchanges are subject to product availability at our warehouse. You can request an exchange using the online Return Form on the website, which allows you to exchange your purchased products using the options available. 

The request for an exchange of the product is subject to the following conditions:

  • product exchange shall only apply to purchased products for which this possibility is expressly specified on the After Sales area on our website
  • you may only request the replacement of one or more purchased products with products of the same model, but in a different size and/or colour.
  • you may request to exchange one or more purchased products within and not later than fourteen (14) calendar days of the day you receive the products, by filling in the online form and sending it via electronic means to Gruppo Raffaella within the aforementioned deadline. The products to be replaced should be returned within fourteen (14) calendar days of the day you received them;
  • you may only submit a single replacement request for each product purchased;
  • the products for which you request the replacement must be returned to Gruppo Raffaella in their original packaging, they must not have been used, worn, washed, modified or damaged, and they must still have their identification tag attached with the disposable seal;
  • the products to be exchanged that are part of a single order must be returned to Gruppo Raffaella in a single shipment. Gruppo Raffaella reserves the right to refuse products of the same order that are shipped for replacement in different stages.

If all the above conditions are correctly fulfilled, once you have filled in and transmitted the Return Form containing you request for goods replacement, Gruppo Raffaella will process said request by sending you a relevant confirmation email.

IV. Deadlines and Procedure for Obtaining Products Exchange

After receiving the products to be exchanged, Gruppo Raffaella will inspect the products to check that all the above requirements have been fulfilled, Gruppo Raffaella will then verify the actual availability of the replacement products in its warehouses of the products to ensure that the size and/or colour you have selected are available. 

If the selected replacement products are not available in the warehouse, Gruppo Raffaella will not be able to accept your request for an exchange and will refund you the original price of the products originally purchased in accordance with consumer protection legislation and with the procedures specified in Sections I and II herein. 

If the selected products are available in the warehouse, Gruppo Raffaella will accept your request for an exchange and will send you an e-mail confirming the shipment of the replacement products. Shipment will occur within thirty (30) working days of the date from which Gruppo Raffaella was made aware of your request for exchange The costs for shipping the replacement products shall be borne by Gruppo Raffaella. 

When exchanging a product, if the price of the purchased product is lower or higher than the chosen replacement product, you will not be required to pay the relative price difference. However, if you choose to return the exchanged product in accordance with your legal rights within fourteen (14) calendar days of the day you received the product, you will receive a full refund for the price paid for the product, in accordance with Sections I and II above. 

You will be contacted by Gruppo Raffaella if your request for an exchange cannot be accepted because the above conditions have not been met. In this instance, you can have the original products shipped back at your expense or Gruppo Raffaella will issue a refund in accordance with the procedures set out in Sections I and II. 
The exchange products are subject to a subsequent product return procedure, in accordance with consumer protection legislation and pursuant to Sections I and II herein.

V. Identification Tag

All products sold by Gruppo Raffaella include an identification tag attached. Please try on the products without removing the tag. Returned products without the tag will not be accepted. We remind you that in accordance with consumer protection legislation, you will be liable for any decrease in the value of products returned to the Vendor resulting from any use of the same products other than that which is necessary to verify their nature, characteristics and functionality.

VI. Gruppo Raffaella Preferred Courier - Return Shipping

For the time being, Gruppo Raffaella has chosen GLS, TNT, DHL and UPS as Gruppo Raffaella's official package delivery couriers company for products purchased on the website. For the first return of products paid 100€ or more and shipped to Italy, as well as faulty items of any value or delivery address, these can be returned to Gruppo Raffaella in accordance with this policy by our courier using the pre-paid waybill which our Customer Service will provide you. If you use GLS, TNT, DHL and UPS, you will not have to pay for the shipping costs and you will be able to track the package at any time. To arrange the pick-up of the products you wish to return please contact Customer Service. Alternatively, if you decide to use a different shipping courier or other postage method than the one provided by Gruppo Raffaella, you will have to pay for the cost of return shipping and you will be responsible for any loss or damage to the products during the transit and we suggest you obtain proof of postage. For your protection, we recommend that you use a reputable courier service if you choose not to return the goods by one of our couriers.



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