Refund policy
Pursuant to Article 52 of Legislative Decree 206/2005, as amended by Legislative Decree 21/2014, the Customer may withdraw from the Conditions and therefore from the purchase contract for any reason, without the need to provide explanations and without incurring any penalty, within 14 (fourteen) days from the date of receipt of the products.
To exercise the right of withdrawal, the Customer must send a request via https://www.graziellapontevecchio.it/pages/richieste-e-assistenza or contact Customer Service at the email address info@graziellaluxury.it. Following the request, the Customer will receive the necessary instructions to initiate and complete the return procedure.
In the event of withdrawal, the Customer must send the products to Graziella Braccialini S.p.A. at their own expense within 14 (fourteen) days from the notification of withdrawal, to the following address:
Graziella Braccialini S.p.A., Via Ernesto Rossi 9, 52100 Arezzo, Italy.
Although it is not mandatory, we recommend communicating the tracking code of the return shipment to the e-mail address info@graziellaluxury.it, also indicating the order number for which the return is being made.
The goods must be returned intact, complete in all their parts and in the original packaging (bags and packaging), having been kept and used exclusively for the time strictly necessary to establish and verify their nature, characteristics, and dimensions, in accordance with normal diligence, without signs of wear or soiling and in compliance with the following conditions:
• The right of withdrawal may be exercised on the purchased product in its entirety; it is not possible to return only part of the purchased product (for example, accessories, complementary elements, etc.);
• To exercise the withdrawal, the product must be complete and returned in the original packaging, complete in all its parts (including the packaging and any documentation and accessories: labels, tags, seals, etc.);
• The order number must be included inside the return package;
• Until confirmation of receipt by the warehouse indicated by Graziella Braccialini S.p.A., responsibility for transport remains exclusively with the Customer;
• If the goods are damaged during transport, Graziella Braccialini S.p.A. will notify the Customer so that they can promptly file a claim against the courier used and obtain the relevant compensation; the product will then be made available to the Customer and, at the same time, the resolution request will be cancelled;
• Graziella Braccialini S.p.A. will in no way be responsible for damage, theft, or loss occurring during or as a consequence of a shipment made for the purpose of returning the goods.
In carrying out checks and evaluations on the product, Graziella Braccialini S.p.A. will act objectively, but will unilaterally and at its own discretion formulate the final judgment on the conformity and use of the product by the Customer for the purposes of accepting the withdrawal request. Graziella Braccialini S.p.A. will refund the Customer the amount paid for the returned products within 14 (fourteen) days from the date of withdrawal, re-crediting the amount charged using the same payment method used by the Customer for the initial transaction, unless otherwise agreed. In any case, the Customer will not incur any expense as a consequence of this refund. Graziella Braccialini S.p.A. may withhold the refund until the returned product is received or until the Customer demonstrates that they have correctly shipped the product, if such moment is earlier.
Graziella Braccialini S.p.A. will refund the Customer the full amount of the returned items within 14 (fourteen) days of receipt of the goods, verifiable by tracking the return shipment, through the procedure of re-crediting the amount charged, using the same payment method used by the Customer for the initial transaction, unless otherwise agreed.
If the Customer incurred shipping costs at the time of purchase and all items in the order have been returned, only the standard shipping costs will be refunded; any costs for supplementary and/or priority shipping services will not be refunded.
In the event of a partial return, when the return includes only some of the items in an order consisting of multiple items, shipping costs will not be refunded.
In the event of a partial return, when only some of the items in an order consisting of multiple items are returned, if the remaining order no longer qualifies for specific promotions, the refund will be issued net of the promotion; for example, if the order qualified for free shipping by exceeding a certain threshold indicated in the order and, following the return, that threshold is no longer exceeded, the refund will be reduced by the standard shipping costs provided for the order's country of destination.
In any case, the Customer will forfeit the right of withdrawal if Graziella Braccialini S.p.A. ascertains one of the following circumstances:
• The returned product and/or its accessories and/or its packaging are not intact;
• The product is missing the original external packaging and/or internal packaging;
• The product is missing some of its integral parts and/or accessories (for example clasps, laces, buckles, etc.).
If the right of withdrawal has lapsed, Graziella Braccialini S.p.A. will return the purchased product to the sender, charging the sender the shipping costs and, if the price of the product has already been refunded, that amount as well.
Attention! Withdrawal for defective goods or other problems relating to the order
In case of receipt of defective goods or other problems relating to the order, you must contact Customer Service within one week of receiving the order at the email address info@graziellaluxury.it; Customer Service will evaluate the case and indicate the correct procedure to follow.