Informativa sui rimborsi
Thank you for shopping at thornandburrow.shop.
This Return and Refund Policy explains cancellation, withdrawal, return, exchange and refund procedures for products purchased through thornandburrow.shop.
Nothing in this Policy is intended to exclude, restrict or replace mandatory rights available to consumers under Italian or European Union consumer law.
For assistance, contact:
Email: info@thornandburrow.shop
14-Day Statutory Right of Withdrawal
Consumers purchasing qualifying products through thornandburrow.shop generally have the right to withdraw from a distance contract within 14 days without providing a reason.
For goods, the ordinary withdrawal period generally begins when the consumer, or a third party designated by the consumer other than the carrier, receives physical possession of the goods.
Where an order contains multiple goods delivered separately, the statutory period will be calculated in accordance with applicable consumer law.
How to Exercise the Right of Withdrawal
To exercise the statutory right of withdrawal, customers must inform thornandburrow.shop of their decision through an unequivocal statement before the applicable withdrawal period expires.
Customers may contact:
The message should contain sufficient information to identify the order, such as:
- Customer name;
- Order number;
- Email address used for the purchase;
- Product being returned; and
- A clear statement that the customer wishes to withdraw from the purchase.
A reason for withdrawal is not required for a qualifying statutory withdrawal.
Italian guidance permits the consumer to exercise withdrawal through an explicit statement and does not require a particular formula.
After receiving the withdrawal notice, we will provide reasonable return instructions.
Customers should not send a product to an arbitrary address or to the address of a payment provider, carrier or other third party.
Returning Products After Withdrawal
After notifying us of statutory withdrawal, customers must return the relevant goods within the period required by applicable law.
Italian government guidance provides that goods are generally to be returned within 14 days following exercise of withdrawal.
Unless otherwise agreed, customers exercising a change-of-mind statutory withdrawal are responsible for the direct cost of returning the goods, as permitted by applicable law. EU consumer guidance confirms that consumers may be required to bear direct return postage costs where they have been informed of this requirement.
We recommend using a reasonably secure and trackable return method.
Condition of Returned Goods
Customers may inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Customers may be responsible for diminished value resulting from handling beyond what is necessary for such inspection where permitted by applicable law.
Products should, where reasonably possible, be returned with accessories, components, manuals and other materials originally supplied with them.
The absence or damage of original retail packaging does not automatically eliminate a statutory right, although unreasonable handling may affect the amount recoverable where applicable law permits.
Refunds Following Statutory Withdrawal
Where a valid statutory withdrawal is exercised, we will reimburse payments that must be refunded under applicable law without undue delay and generally no later than 14 days from the date on which we are informed of the decision to withdraw.
Where legally permitted, reimbursement may be withheld until we receive the returned goods or the customer supplies evidence that the goods have been sent back, whichever occurs first.
Italian consumer guidance confirms the general 14-day reimbursement requirement following withdrawal.
Refunds will normally be issued using the same payment method used for the original transaction unless another method has been expressly agreed and does not impose additional costs on the customer.
Original Delivery Charges
thornandburrow.shop provides free standard shipping on all orders, so customers normally pay no standard outbound delivery charge.
Where any paid premium delivery method is offered in the future and the customer expressly chooses it instead of the least expensive standard delivery option, any additional premium delivery amount may not be refundable to the extent permitted by applicable law.
Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain categories of goods or services where an exception provided by applicable law applies.
Depending on the products offered, exceptions may include:
- Goods made to the consumer's specifications;
- Clearly personalised goods;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
- Goods that become inseparably mixed with other goods after delivery;
- Certain sealed audio, video or software products once unsealed;
- Certain digital content after performance has begun with the consumer's required express consent and acknowledgement; and
- Other categories excluded by applicable consumer legislation.
Italian government and EU guidance recognise statutory exceptions to the ordinary withdrawal right.
An exception will only be relied upon where it lawfully applies to the relevant transaction.
Faulty, Damaged or Non-Conforming Goods
Statutory withdrawal rights are separate from rights relating to faulty or non-conforming goods.
If a product:
- Is defective;
- Does not correspond to its description;
- Does not possess characteristics reasonably expected from the product;
- Is materially different from what was ordered;
- Arrives damaged; or
- Otherwise lacks conformity under applicable consumer legislation,
customers should contact us at info@thornandburrow.shop.
Where helpful, we may ask for photographs or other reasonable information so that we can understand the problem.
This does not remove any statutory right.
Legal Guarantee of Conformity
Consumers buying goods in the European Union benefit from a minimum two-year legal guarantee protecting them where goods are faulty or do not conform to the contract.
Depending on the circumstances and applicable law, available remedies may include:
- Repair;
- Replacement;
- Appropriate price reduction; or
- Termination of the contract and reimbursement.
The appropriate remedy depends on matters including the nature and seriousness of the lack of conformity and whether repair or replacement is possible and proportionate.
A commercial warranty, if offered, does not replace or reduce the statutory legal guarantee.
Return Costs for Faulty Goods
Where goods are legitimately returned because they are defective or non-conforming and applicable consumer law places responsibility on the trader, reasonable return costs will be borne by us.
EU consumer guidance confirms that the cost of returning defective goods is the responsibility of the trader.
Customers should contact us before arranging such a return so that appropriate return instructions can be provided.
Wrong Product Received
If we send an item materially different from the product ordered, contact us as soon as reasonably possible at:
Please provide the order number and information identifying the product received.
Where the error is attributable to us, we will provide an appropriate remedy and will not require the customer to bear costs that the trader is legally responsible for.
Damaged Deliveries
If a parcel or product appears damaged upon arrival, customers should document the condition where reasonably possible and contact us promptly.
Photographs of:
- The outer packaging;
- Shipping label;
- Internal packaging; and
- Damaged product
may assist us in processing the matter with the carrier or fulfilment provider.
Failure to provide photographs does not automatically eliminate statutory consumer rights.
Exchanges
Where an exchange is appropriate and operationally available, customers may contact:
An exchange arrangement does not restrict the statutory right of withdrawal or statutory remedies for non-conforming goods.
If a direct exchange is unavailable, an appropriate refund and new order may be used where agreed.
Refused or Unclaimed Deliveries
Customers are responsible for providing complete and accurate delivery information.
Where a parcel is refused or remains unclaimed for reasons unrelated to a legal cancellation, product defect or our error, any resulting treatment of the order will be determined in accordance with applicable law and the circumstances.
Nothing in this section permits us to impose charges that cannot legally be imposed on a consumer.
Refund Processing
Once a refund has been issued by thornandburrow.shop, the time required for the amount to appear in a customer's account can depend on the payment provider, bank, card network or other financial institution.
We do not control processing times imposed by independent financial institutions.
Promotional Purchases
Products purchased using lawful promotions, coupon codes or discounts remain covered by applicable statutory rights.
Where a refund is due, it will generally be based on the amount actually paid for the affected product, subject to applicable law.
Gifts
Where an order was purchased as a gift, any refund may ordinarily be returned through the original payment method unless another arrangement is legally and technically available.
Abuse of Returns
Nothing in this Policy prevents us from taking reasonable measures against fraudulent conduct, fabricated claims or return abuse.
However, fraud-prevention measures will not be used to deny legitimate statutory consumer rights.
Contact Us About a Return
For withdrawal, return, refund, damaged-product or conformity questions, contact:
thornandburrow.shop
Email: info@thornandburrow.shop
Please include sufficient order information for us to identify the transaction.
- Choosing a selection results in a full page refresh.