Returns & Refunds

In case of purchase of products or services on the Fracomina digital stores, the User has the right to withdraw from the contract without indicating the reasons, within 14 calendar days. The withdrawal period expires after 14 days from the day on which the User or a third party - other than the carrier and designated by the User - acquires physical possession of the goods.

To exercise the right of withdrawal, the User is required to inform the Owner of the decision to withdraw through an explicit declaration sent to the contacts indicated.

The User is also free to express his choice to withdraw from the contract in any other equivalent form.

RETURN CONDITIONS

The acceptance of the returned goods takes place only in the following cases (pursuant to Italian Legislative Decree 206/2005):

• the product must be intact and not used;
• the tag accompanying the product and / or the seal must not have been removed;

If an item does not satisfy you, you can return it within 14 days from the date it was delivered to you.

Remember: the right of withdrawal can only be exercised by the customer and in no case by the recipient of any gift.

The items must be returned intact and in the same state in which they were received, provided with the tags indicating the bar code and any other seal that is part of the product.

These refunds will be made using the same payment method used by the User for the initial transaction

The refund can be suspended until the goods are received or until the User has demonstrated that he has sent the goods back, if previous.

The User is requested to return the goods and deliver them to the Owner and / or to the offices indicated during the request, without undue delay and in any case within 14 calendar days from the day on which he communicated the withdrawal from this contract. The deadline is met if the User returns the goods before the expiry of the 14-day period. The costs of returning the goods will be borne by the User, the costs of the goods will be refund by the Owner in the manner and within the limits indicated above borne by the User.

The User is only responsible for the decrease in the value of the goods resulting from a manipulation of the goods other than that necessary to establish the nature, characteristics and functioning of the goods.

If, for any reason, the box with FRACOMINA branding or tape, or any parts of the packaging, appear to have been tampered with, customers are requested to sign for the delivery "with reservation" or refuse the delivery.

If the package appears damaged or items are missing, the packaging should be retained for further inspection. Any claims regarding damage, missing items, or incorrect delivery must be submitted to FRACOMINA within 10 days from the delivery date shown on the courier's website, otherwise, they cannot be accepted. Please make sure the item meets your expectations before removing the tag, as once the tag is removed, we will no longer be able to accept a return.

REFUND & RETURN PROCEDURE

1. EASY RETURN (Valid ONLY for UE ZONE - Excluding Malta/Cyprus)

The refund is processed once the return arrives at our warehouse and the products are verified.

• Return Costs: Borne by the customer. A fixed fee of €14.00 will be deducted from the total refund.

• Shipping Fees: Original shipping costs for orders under €150 are non-refundable.

2. SELF-MADE RETURN (Mandatory for EXTRA-UE, MALTA, and CYPRUS)

If you are located outside the UE Zone (Continental) or in Malta/Cyprus, you must arrange the return independently. All costs and risks associated with the transport are entirely at your expense.

• How to proceed: Visit our online return page and follow the steps. Include the sales document received with the original shipment inside the package.

• Timeline: Items must be returned within 14 days of receipt.

• Refund: Processed after the quality check at our warehouse. 

---

IMPORTANT: INTERNATIONAL & ISLAND RETURNS (Customs & VAT)

EXTRA-UE ZONE

(Includes: USA, Canada, Montenegro, Andorra, Australia, Norway, Monaco, UK, Switzerland, Balearic & Canary Islands)

• Method: Only Self-Made Return is available. You must ship the parcel using a courier of your choice.

• Customs & VAT: All returns from non-EU countries are subject to customs duties and VAT upon import into Italy. These costs will be calculated by customs and the full amount will be deducted from your final refund.

MALTA & CYPRUS

• Method: Only Self-Made Return is available.

• Customs & VAT: Since these are UE member states, no customs duties or VAT will be applied to the return. You are only responsible for the direct shipping cost to our warehouse.

Credit card:  The lender (Paypal, Shopify Payment or others) issue a refund within 7 working days from when you receive our confirmation email. The time required to view the refund depends on the institution that issued the card. You can check the refund on your online account or by contacting the institution that issued your credit card.

PayPal: the refund will be visible within 24/48 hours from when you receive our confirmation email.

Scalapay: Refunds are the responsibility of the store you purchased from. Scalapay cannot refund an order without the authorization of the store. We invite you to contact us directly on our customer care web.

Once Fracomina has received and approved your return, you will be refunded the money relating to the installments already paid directly to the card you used to pay for the order, while the installments not yet paid will be canceled. You will have to wait up to 3 business days for the money to be available in your account.

In the event of a partial return, the amount of the return will first be deducted from the unpaid installments which will be reduced or canceled and if necessary you will then be reimbursed part or all of the installments already paid.

LIMITATIONS ON THE RIGHT OF WITHDRAWAL

Returned products that are damaged or used differently and further than strictly necessary to establish their nature, characteristics and functioning will be reimbursed after deduction of the decrease in value resulting from damage or use. The reimbursement is excluded when the decrease in value is total.

The User is requested to insert a copy of the delivery document received within the package.

The right of withdrawal is in any case excluded in relation to:

• goods made to measure or clearly personalized;
  
  
• the supply of goods that are liable to deteriorate or expire rapidly;
  
  
• the supply of sealed goods which are not suitable for return for hygienic or health protection reasons and have been opened after delivery.

If one of the aforementioned exceptions were applicable to the goods purchased by the User, the latter cannot exercise the right of withdrawal.

ATTENTION: Returns of highly personalized items, such as engravings, name labels, messages, and / or other personalizations are not allowed.

FAILED DELIVERY (Return to Sender)

If a delivery fails due to customer unavailability, incorrect address, or refusal of the parcel, and the courier returns the shipment to our warehouse, the following costs will be deducted from your refund:

• UE ZONE (Excluding Malta/Cyprus): A flat fee of €20.00 will be retained to cover return shipping and handling costs.

• EXTRA-UE ZONE / MALTA / CYPRUS: The refund will be deducted by the full cost of the return shipping charged by the courier, plus any Customs Duties and VAT incurred during the re-importation into Italy.
  
  

APPLICABILITY OF THE TERMINATION CLAUSES

The clauses concerning the exercise of the right of withdrawal, as well as the related consequences and exceptions, apply exclusively to the User who qualifies as a consumer, that is, to the User who acts for purposes unrelated to his business and professional activity.

Last Update 21/01/2026