Last updated: 9 May 2026
This document describes how to exercise the right of withdrawal under arts. 52-58 of Italian Legislative Decree 206/2005 (Consumer Code), as amended by Legislative Decree 21/2014 implementing Directive 2011/83/EU.
Deadline for withdrawal
A consumer Customer has the right to withdraw from the contract within 14 calendar days of the date on which they physically received the product, without giving any reason and without penalty.
How to withdraw
- Send notice of withdrawal within 14 days to [email protected] with the subject “Withdrawal order #[order number]”. You may use the model form at the bottom of this page, but it is not compulsory.
- Within 24-48 hours you will receive the return authorisation (RMA) with shipping instructions.
- Return the product within 14 days of the notice of withdrawal, intact, in its original packaging and with all accessories.
- Enclose a copy of the receipt or invoice.
Return shipping costs
Return shipping is at the Customer’s expense, except where the product is defective or was delivered in error. We recommend using a tracked courier and taking out insurance, because the risk in transit lies with the sender until the seller receives the parcel.
Refund times and method
Once the product has been received and checked, the full price (including the standard initial delivery costs) is refunded within 14 days of receipt, using the same payment method used for the purchase unless the Customer requests otherwise. The refund may be withheld until the returned product is received or proof of dispatch is provided.
Condition of the returned product
The right of withdrawal applies to products returned in substantially intact condition. The Customer is liable only for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning. Labels, seals and hygiene protections must not be removed.
Exclusions from the right of withdrawal
Under art. 59 of the Italian Consumer Code, the following are excluded from withdrawal: personalised or made-to-measure products, sealed products opened after delivery for hygiene reasons, and products which by their nature are inseparably mixed with other goods after delivery.
Exchange (size or colour)
An exchange of size or colour is not a statutory right but is offered as a commercial service, subject to stock availability. To request one, write to [email protected] within 14 days of delivery; we pay the cost of sending the new item, while the return of the first item is at the Customer’s expense.
Model withdrawal form
To: CommercePilot Demo Store – [email protected]
I hereby give notice of withdrawal from the sales contract relating to order #_____ of __/__/____ for the following product(s): __________.
Name and surname: __________ – Address: __________ – Date: __/__/____ – Signature (if on paper): __________