Refund policy
1. Order cancellation or change
The customer may request the cancellation or change of an order before it enters the "preparation stage".
If the request can be accepted, Bottega Capuano will issue a full refund, including any shipping costs already paid.
If the order is being prepared or has been handed over to the courier, it can no longer be cancelled or changed. The right of withdrawal set out in this policy remains valid in any case.
2. Right of withdrawal
A customer who purchases as a consumer on www.bottegacapuano.it may withdraw from the contract within 14 days of the order's delivery date, without giving any reason.
The right of withdrawal applies to purchases made for personal use and not to purchases made for professional purposes.
3. How to exercise withdrawal
To exercise withdrawal, the customer can use the "Request Return" function available in their account or send a message to info@bottegacapuano.it.
The request must state:
- order number (e.g. #1001);
- account holder's first and last name;
- the item concerned;
- an explicit statement of the intention to withdraw.
Bottega Capuano will send confirmation that the request has been received, along with instructions for the return.
4. Exclusions from the right of withdrawal
The right of withdrawal does not apply to made-to-order or customized items, created according to the specifications provided by the customer.
Once the order is confirmed, such items cannot be changed, cancelled, or returned on a change of mind.
The customer's rights remain unaffected if the product is damaged, defective, incorrect, or not as ordered.
5. Returning the products
The customer may exercise the right of withdrawal within 14 days of the order's delivery date.
The product must be returned suitably packaged; where available, we recommend using the original packaging and the protective materials received.
The product must be returned, as applicable, with the packaging, certifications, labels, accessories, and other items received.
The customer may inspect the item to check its features and condition. Any damage or use beyond this normal inspection may result in a reduction of the refund, proportionate to the loss in value of the product.
6. Return costs
The return costs arising from the exercise of the right of withdrawal are borne by the customer.
7. Refund
The refund will be issued within 14 days of the withdrawal notice, using the same payment method chosen for the purchase.
The refund covers only the price of the returned item.
Bottega Capuano may wait until it receives the returned item or proof that it has been shipped before proceeding with the refund.
8. Damaged, defective, or incorrect items
If an item is damaged, defective, incorrect, or not as ordered, the customer is invited to contact Bottega Capuano as soon as possible, attaching photographs of the item and the packaging where available.
After verification, Bottega Capuano will arrange the return at its own expense and will offer repair, replacement, a price reduction, or a refund, as appropriate.
9. Note on handcrafted products
The products sold on www.bottegacapuano.it are handcrafted.
Slight variations in color, shape, finish, or size, consistent with handmade production and with the description provided on the site, are characteristics of a handcrafted product and do not automatically constitute a defect.
