Refund policy

Returns for customers residing outside the European Union

We have a 30 days return policy in place, starting from the moment you receive your delivery. We don't accept returns after 30 days.

To be eligible for a return, your item must be unused and in the same condition that you received it. Also, it must be in the original packaging.

The item has to be sent back to our central warehouse in Germany, if not instructed otherwise.

You have to inform us about your wish to return, prior of posting the item. We will then supply you with our return address. Also, it is mandatory to comply with the following return instructions, so we can re-import the goods with the European Union customs office: You have to print out three documents, which you will receive from us (note for customs office, initial shipping label and proof of purchase or payment), once you inform us about your wish to return an item. These documents need to be attached in in a see-through document pocket to the outside of your parcel. You will be responsible for paying return shipping of your item. Original shipping costs are non-refundable. Also, we advise you strongly to use trackable shipping and purchasing shipping insurance. In case of loss of the return shipment, you will be responsible.

Once the return arrives back in our warehouse in the same condition that you received it, you will be able to choose between a refund with a 20% restocking-fee, or an exchange for another item of the same or higher value (the remainder must be paid).
In case of an exchange, we charge a flat administration fee of 45 USD.

There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, damaged or with missing parts for reasons not due to our error: charges accordingly to the diminished value will be applied.
Any item that is returned more than 30 days after delivery: the return will be rejected, or sent back to you.
Any item that is returned unannounced: charges for extra handling for the extended customs procedure apply

Refunds (if applicable)
Once your return is received, we will send you an email to notify you that we have received your returned item (or if your return is rejected, and why). Within 14 days, the return is being inspected and you will be notified of the approval and the charges of your return.
If the return is approved, your refund will be processed within 3 days, and a credit will be applied to your credit card or original method of payment, within the timeframe of your payment method.

Cancellations

Generally we ask all customers to thoroughly check their order before purchasing. That way, problems can be avoided. Since there are two steps to confirm an order, chances of mistakes are being minimised.

If you still think after placing your order that you made an error, please contact us immediately.

In case your order has not yet shipped, we charge an administrative fee of 10% of the order total.

If your order has already shipped, the shipment can not be stopped or reverted. In that case, you will need to either reject the parcel upon delivery for it to get returned to us, or to follow the returns process mentioned above. In both cases, we charge an administrative / re-stocking fee of 20% of the order total.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, please first check your bank account again.
If you’ve done all of this and you still have not received your refund yet, please contact us at returns@ittelli.com.

Disputes

Any disputes arising between the customer and us shall be conducted and governed in the jurisdiction of our company´s residence (Germany), and by German Law. For all disputes with third parties, if we are not found at fault, the customer will be charged an administrative fee of 10% of the order total, but not less than 50 USD.

Defects/Damages (if applicable)

If your shipment is damaged, you need to report it to the delivery agent immediately upon receipt. If your item is defect or damaged, you need to report that to us immediately. All damages or defects must be claimed within 7 days.

We may replace or refund items if they are defective or damaged. Items have to be sent back to us for inspection, before any refund is being granted. In all cases, please contact us at returns@ittelli.com so we can give you instructions how and where to post the item.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return (as laid out in the “Return” section above). Once the returned item is received, a gift certificate will be mailed to you.