Returns and Exchanges
Returns and Exchanges
Returns Policy
The customer has the right to request a product return within 14 days from the order receipt date, as provided by current legislation on the right of withdrawal.
To be eligible for a return, the product must be in the same condition as received: it must not have been used, damaged, altered, or tampered with, must be complete with all accessories, tags, and original materials, where present, and must be returned in its original packaging.
To complete a return request, you must have the order number, receipt, or proof of purchase.
To initiate a return request, the customer must contact us at:
Items sent without a prior return request and without authorization from our customer service will not be accepted.
The return address for goods is:
SIGNATURE Srl
Via P. Frisi 70
48124 Ravenna RA
Italy
Return Procedure
After receiving the return request, our customer service will assess the product's eligibility and inform the customer if the request has been approved.
If approved, we will send the customer:
- the shipping label for the return;
- instructions for properly preparing the package;
- information regarding collection by the courier.
The package collection will be arranged directly by SIGNATURE Srl via an appointed courier, at the address indicated by the customer.
The customer must prepare the package following the received instructions, ensuring that the product is adequately protected and packaged for transport.
Return Shipping Costs
In the case of a return due to a change of mind, personal preference, color, model, or other reason not attributable to an error by SIGNATURE Srl or a product defect, the cost of return transport will be borne by the customer.
Since the collection is arranged directly by us via courier, the relevant shipping cost will be deducted from the amount to be refunded.
The refund will therefore be equal to the amount paid by the customer for the returned products, minus the cost of return transport, where applicable.
In cases where the return is due to an incorrect, defective, damaged, or non-conforming product, the cost of return transport will be borne by SIGNATURE Srl.
Product Exchange
Customers wishing to exchange a purchased product can contact us at:
Product exchange requests will be evaluated on a case-by-case basis by our customer service, based on the availability of the requested item, the condition of the returned product, and the reason for the request.
Product exchange is not automatically guaranteed.
If the exchange request is approved, our customer service will communicate the operational procedures to the customer, including any transport costs, price differences, or further information required to complete the process.
If an exchange is not possible, the customer may proceed with a standard return request, provided the product meets the conditions outlined in this policy.
Personalized, engraved, custom-made, or tailor-made products cannot be exchanged or returned, except in the case of a defective, damaged, or non-conforming product.
Damage, Defects, or Incorrect Items
The customer is advised to inspect the order upon receipt and contact us immediately if the product received is defective, damaged, or different from the one ordered.
In these cases, our customer service may request photographs of the product, packaging, and shipping label, in order to properly verify the report.
If the problem is confirmed, we will arrange for replacement, exchange, return, or refund in the most appropriate manner, without charging the customer for the return shipping cost.
Personalized and Non-Returnable Items
We do not accept returns or exchanges of personalized, engraved, custom-made, or tailor-made products.
Examples of non-returnable and non-exchangeable products include:
- products with personalized engraving;
- products with a name, initials, date, phrase, or other text requested by the customer;
- products made or modified according to the customer's specific request;
- special orders or tailor-made items.
The customer acknowledges that the right of withdrawal cannot be exercised in relation to personalized, engraved, custom-made, or clearly created according to specific customer requests.
Personalized items therefore cannot be returned, exchanged, or refunded, except in the case of a defective, damaged, or non-conforming product.
Promotional Items
Promotional items can be returned according to the conditions outlined in this policy, unless they are personalized, engraved, custom-made, or expressly excluded from the right of withdrawal under applicable law.
In case of return approval, the refund will be calculated on the amount actually paid by the customer at the time of purchase, net of any return shipping costs, if applicable.
Refunds
Once we have received and inspected the returned product, we will inform the customer of the approval or rejection of the refund.
If approved, the refund will be processed using the same payment method used for the purchase.
In the case of a return due to a change of mind or for reasons not attributable to SIGNATURE Srl, the cost of return transport arranged through our courier will be deducted from the refund.
The refund will therefore be equal to the amount due for the returned products, minus the cost of return shipping, when applicable.
In the case of an incorrect, defective, damaged, or non-conforming product, the cost of return transport will not be deducted from the refund.
Once the refund is approved, the amount will be automatically credited to the original payment method. Actual crediting times may vary depending on the bank or payment circuit used.
If more than 15 business days have passed since the refund approval without the amount being visible, the customer can contact us at:
Responsibility during Return Transport
When collection is arranged by SIGNATURE Srl through its appointed courier, the customer is required to properly prepare the package following the instructions received.
SIGNATURE Srl cannot be held responsible for any damage caused by inadequate packaging or improper package preparation by the customer.
Communications and Complaints
For any communications regarding returns, exchanges, refunds, or complaints, the customer can contact SIGNATURE Srl at:
or write to:
SIGNATURE Srl
Via P. Frisi 70
48124 Ravenna RA
Italy
Privacy Protection and Personal Data
SIGNATURE Srl protects the privacy of its customers and guarantees that the processing of personal data takes place in accordance with European Regulation 2016/679, GDPR, and applicable legislation on personal data protection.
The data provided by the customer for managing the return or product exchange will be used exclusively for purposes related to the request, shipping, collection, product verification, and any refund.
Applicable Law
These conditions are governed by Italian law.
For consumer customers, the mandatory provisions of current consumer protection legislation apply.
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