Refund policy
Last updated: 28/07/2026
We want you to be completely satisfied with your purchase. This policy explains your right of withdrawal, how to return an item, and how refunds are processed.
1. Right of Withdrawal (Consumers)
If you are a consumer, you may withdraw from your purchase within 14 days, without giving any reason.
The period runs from the day on which you, or a third party designated by you other than the carrier, take physical possession of the goods. Where an order is delivered in several instalments, it runs from receipt of the last item.
To exercise your right, notify us of your decision before the 14-day period expires, by an unequivocal statement sent to info.frankinelli@gmail.com. You may use the model withdrawal form at the end of this policy, but you are not obliged to.
2. Returning the Goods
After notifying us, you must send the goods back within 14 days of that notification.
Return address: Frankinelli Fabrics Srl Via Campo dei Fiori 9, 47122 Forlì (FC), Italy
Return shipping costs are borne by the customer, except where the item is defective, not as described, or where we sent the wrong item — in which case we cover the cost.
We recommend using a trackable service. You are responsible for the goods until they reach us.
3. Condition of Returned Goods
You may handle and inspect the goods as you would in a shop. You are, however, liable for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
In practice, this means items should be returned unworn, unwashed, in their original packaging and with all tags and labels attached. Where an item is returned showing signs of use beyond simple inspection, we may reduce the refund proportionately, informing you of the reason.
4. Exceptions
The right of withdrawal does not apply to:
- bespoke and made-to-measure items, produced to your individual measurements or specifications (Article 59(1)(c) of the Consumer Code);
- items that have been personalised or engraved at your request;
- sealed goods that are not suitable for return for reasons of hygiene, where the seal has been broken after delivery.
These exceptions do not affect your rights under the legal guarantee of conformity if the item is defective.
5. Refunds
Once we receive the returned goods, or proof that you have sent them back — whichever is earlier — we will refund you within 14 days.
Refunds are made using the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not incur any fee as a result of the refund.
We will refund the price of the returned items and the cost of standard outbound delivery. Where you chose a more expensive delivery option than our standard one, we refund the standard cost only. Where you return part of an order, outbound delivery costs are not refunded.
6. Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty or is not the item you ordered, contact us at info.frankinelli@gmail.com with your order number and photographs.
We will arrange collection or reimburse the return shipping cost, and provide a repair, replacement or full refund in accordance with the legal guarantee of conformity set out in our Terms and Conditions. This guarantee covers lack of conformity that becomes apparent within two years of delivery.
Normal wear and tear, damage from misuse or from failure to follow our care instructions, and the natural variations of leather and other natural materials are not considered defects.
7. Exchanges
We do not currently offer direct exchanges. If you would like a different size or colour, please return the item for a refund and place a new order.
8. Contact
Frankinelli Fabrics Srl Email: info.frankinelli@gmail.com Telephone: +39 333 771 8027
Annex — Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the contract.
To: Frankinelli Fabrics Srl, Via Bugatti 3, 20142 Milan, Italy — info.frankinelli@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on: ______________________ Order number: ______________________ Name of consumer: ______________________ Address of consumer: ______________________
Signature (only if this form is notified on paper): ______________________ Date: ______________________