Right of withdrawal

RETURNS AND REFUNDS

We trust that every order you receive from Fratelli Rossetti will be to your liking; however, if for any reason you are not fully satisfied with the items purchased, you may return them to us free of charge or exchange the size within 14 days of delivery.
Each Product may only be exchanged or returned once.
Please note that we only accept substitutions to change the size of the same Product already purchased.
If you wish to purchase a different Product, please return the purchased Product to us and place a new Order.

RIGHT OF WITHDRAWAL OR SIZE EXCHANGE

To activate the procedure, please follow the steps below:

  • 1. Access the section ORDER HISTORY. If you do not remember your profile login credentials, you can follow the link in the Order Confirmation email or retrieve the link HERE;

From within the Order Summary for which you wish to withdraw/request a size change:

  • 2. Select the item(s) you wish to return, choosing the reason for return from the options provided in the drop-down menu.
  • In the notes field you can indicate:

  • the IBAN code if you have paid for the order by bank transfer or cash on delivery, also indicate the bank details on which you will obtain the reimbursement transfer (IBAN code and name of the account holder);
  • 3. Once you have received the email approving your return request, place the items inside the package, seal it securely and affix the pre-paid shipping label on the outside of the package.
  • Size change

    We are only able to satisfy size change requests.
    If you wish to purchase another model, or the same model in a different colour variant, please request a return and create a new order for the article (you wish to purchase) as a replacement.
    In case you want to make a Size Change:

    • 1. access the section ORDER HISTORY. If you do not remember your profile login credentials, you can follow the link in the Order Confirmation email or retrieve the link HERE.
    • From within the Order Summary for which you wish to request a size change:

      • 2. select article(s) you wish to replace by choosing the appropriate option in the drop-down menu;
      • 3. in the notes field you can indicate the new size you want for the replacement product to be sent;
      • 4. after receiving the email approving your return request, place the items inside the package, seal it securely and apply the pre-paid shipping label to the outside of the package.

      After the return of your return we will, at no extra cost, ship you the replacement product.
      If not available, we will notify you before confirming the return procedure.



      The Right of Withdrawal or Size Change is however subject to the following conditions:

      • applies to the purchased Product in its entirety. It may not be exercised in relation to parts and/or accessories of the Product;
      • the substantial integrity of the goods is an essential condition for the exercise of the right of withdrawal.
        The Product shall be looked after with normal diligence and returned intact, complete in all its parts, free of signs of wear and tear or dirt, and must not have been used, worn, washed or damaged.
        Any item returned to us damaged, dirty or otherwise altered or in less than perfect condition may not be accepted and may be returned to the customer. When trying on the shoes or waiting to decide whether to keep them, please ensure that the soles are protected and that they rest on a clean surface;
      • the right of withdrawal does not apply in the case of the supply of goods made to measure or clearly customised (e.g. customised clothing products at the customer's express request) or which, by their nature, cannot be returned or are liable to deteriorate or alter rapidly;
      • the product must be returned in its original packaging complete in all its parts (including the identification tag, which must still be attached to the products with the disposable seal, it is an integral part of the product);
      • in order to limit damage to the original packaging, we recommend that you place it in a second box, on which you affix the label provided by us, bearing the RMA (return merchandise authorisation number); in all cases, the affixing of labels or adhesive tapes directly on the original product packaging should be avoided.

      Courier

      We recommend that you return items using our free return service via TNT or DHL, depending on your instructions.
      In that case, you should use the pre-filled label we send you by e-mail and follow the instructions therein.
      Should you choose to return an item to us via a different supplier or a different TNT or DHL account, Fratelli Rossetti will not be held responsible for any loss, damage or theft and the resulting costs will not be refunded.


      Colours

      Every effort has been made to ensure that the colours of each product are displayed on the website as accurately as possible.
      However, due to the variety of computer models and screens, we cannot guarantee that the colour rendering of your monitor is completely faithful.


      Refunds

      We will refund you within 14 days from the return of the goods, in the same currency less shipping costs, if any.
      All items whose return is successful will be credited back to the payment instrument originally used at the time of the order.
      The time required for the credited amount to be visible on your account depends on the issuing credit institution.
      In the case of payments made via PayPal, refunds will be credited to the PayPal account itself and will be visible immediately.
      The reimbursement time for the credit card associated with your PayPal account, on the other hand, depends on the institution that issued the card.
      In the case of payments made by cash on delivery or bank transfer, it will be your responsibility to promptly provide in writing (in the notes field of the return request section), the bank details on which to obtain the refund (IBAN code and name of the account holder).



      Please note that no items may be returned to us without prior notification and that all return requests must be made through the returns section of https://www.fratellirossetti.com.
      Items returned without prior notification may not be refunded.


      Returns after the deadline

      Return requests must be submitted to us within 14 days of receipt of the items.
      Requests received at a later date will not be accepted. Possible exceptions will be applied at Fratelli Rossetti's discretion. Thereafter, the items must be returned to us at the address indicated on the return label. In order to guarantee the best service and speed up the refund process, please hand the goods over to the courier as soon as the necessary documentation has been received.


      Size change

      We are only able to satisfy size change requests.
      If you wish to purchase another model, or the same model in a different colour variant, please request a return and create a new order for the article (you wish to purchase) as a replacement. If you have any questions or require further information, please consult the FAQ page with frequently asked questions, our General Terms and Conditions of Sale or contact Customer Service by email.