Refund policy
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 may send an explicit declaration to:
P.F.C.M.N.A. S.p.A.
Via Savona, 97 - 20144 Milano (Italy)
VAT no.: IT05365741213
Email: customer@pfcmna.it
Certified email (PEC): pfcmna@legalmail.it
or by using the withdrawal request procedure available on the Site, accessible without the need to log in or authenticate, both for registered Users and for those who purchased as a guest, or via the "Request a Return" procedure described below.
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 returned in the same condition in which it was received. You may try on the item as you would in a physical store; however, if the tag or seal has been removed, or the product shows signs of use beyond what is necessary to verify its nature, characteristics and functioning, Fracomina reserves the right to deduct an amount from the refund corresponding to the resulting decrease in value, as described in the "Limitations on the Right of Withdrawal" section below.
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 is issued without undue delay and in any case within 14 days from the day on which Fracomina is informed of the User's decision to withdraw from the contract. Fracomina may however withhold the refund until the returned goods are received, or until the User has provided proof of having sent them back, whichever occurs first.
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 reimbursed by the Owner in the manner and within the limits indicated above.
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. Items must be returned in their original condition. While you have the right to try the items on, the removal of tags or seals may result in a "diminution of value". In such cases, Fracomina reserves the right to deduct a percentage from the refund corresponding to the decreased resale value of the product.
REFUND & RETURN PROCEDURE
Order cancellation before shipment: if you wish to withdraw from the contract before your order has shipped, you can request a cancellation directly from your account or by contacting Customer Care. In this case, no return shipping fee applies, and the full amount paid - including delivery costs, if already charged - will be refunded.
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, in accordance with the refund timing described above.
Return Costs: Borne by the customer. A fixed fee of €14.00 will be deducted from the total refund.
In case of withdrawal, Fracomina will refund all payments received, including the costs of standard delivery. If you chose a premium/express shipping method, only the cost of the standard shipping will be refunded.
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, in accordance with the refund timing described above.
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)
A) Refusal of the parcel at the time of delivery
If the User voluntarily refuses to accept the parcel at the time of delivery, physical possession of the goods is never acquired. In this case, the refusal is treated as a valid exercise of the right of withdrawal, and the following costs - corresponding to the return shipping arranged by the courier - 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.
B) Non-delivery due to customer unavailability or incorrect address
If a delivery fails because the User was unavailable to receive the parcel or provided an incorrect or incomplete address, and the courier returns the shipment to our warehouse, the following costs - to cover the return shipping and handling arranged by the courier - 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.
RETURN INSTRUCTIONS
If you are a registered customer or you purchased as a guest, you can request a return directly from the "ONLINE RETURN PAGE" page. Click on "Request a return", indicating the item you wish to return, the quantity and the reason. Finally, select "Proceed".
Troubleshooting: If the procedure is temporarily unavailable, please ensure that your order has been fully processed and that you have received the shipping confirmation. The return option syncs automatically with the courier's tracking activation; any initial delay is due to the courier's system update and not a platform malfunction. Please try again shortly.
HOW TO RETURN
To book the free courier pick-up, you will need the courier label that we sent you with the order, inside the package you received. If you no longer find the prepaid label for the return shipment, contact our Customer Care at customer@pfcmna.it to request a new label.
Here is a step-by-step mini-guide:
PACKAGING:
Securely pack the items in the box.
LABEL:
Print the labels that you have received by email. Apply the return label on the outside of the package (removing those present).
PICK UP:
Deliver your return to the courier on the day you have established in the procedure or at a collection point (if you have selected this option in the return procedure).
Remember: if you do not use the EASY RETURN SOLUTION, Fracomina will not be responsible for any theft or loss.
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 03/07/2026