Refund policy

RETURNS, REFUNDS & EXCHANGES

You have 14 calendar days from the date of delivery to request a return or an exchange.

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Returns & Refunds

If you wish to return your order for a refund, you must contact us within 14 calendar days of receiving your package.

The item must be returned:

Unworn and unused;
Unwashed;
In its original condition;
With all original tags and packaging;
Free from stains, odors, makeup or any other signs of use.

For hygiene reasons, worn or washed underwear cannot be returned.

Return shipping costs are the sole responsibility of the customer, both for returns requested for a refund and for exchanges.

Once the returned item has been received and inspected, the refund will be processed using the original payment method, in accordance with applicable consumer protection laws.

Exchanges

Maison Pozzi accepts exchanges within 14 calendar days of delivery, subject to the item meeting the return conditions described above.

Exchanges may be requested for a different size, color or model, subject to availability.

The customer is responsible for the shipping costs associated with returning the original item and for any shipping costs associated with sending the replacement item.

If, upon delivery of the replacement item as part of an exchange, customs duties, import taxes, delivery charges or any other fees are requested by the carrier or the authorities of the destination country, these costs are entirely the responsibility of the customer.

If the customer refuses to pay any charges requested upon delivery, Maison Pozzi reserves the right to refuse acceptance of the returned parcel or to withhold the replacement shipment until all applicable charges have been paid by the customer.

If the parcel is returned to Maison Pozzi because the customer refused to pay the applicable charges, any additional costs incurred as a result, including return shipping, reshipping, customs duties, taxes or handling fees, may be charged to the customer or deducted from any applicable refund, to the extent permitted by applicable law.

Shipping Costs, Customs Duties & Taxes

If an order has already been shipped, the original shipping costs are non-refundable, except where mandatory consumer law requires otherwise.

For orders shipped outside the European Union, customs duties, import taxes, VAT or any other charges imposed by the destination country are the sole responsibility of the customer. Maison Pozzi has no control over these charges.

If customs duties, import taxes or other charges become payable upon delivery of a returned or exchanged item, these charges are the responsibility of the customer.

The customer is responsible for ensuring that any applicable customs duties, taxes or other delivery charges are paid in order for the parcel to be successfully delivered.

If a customer refuses to pay applicable customs duties, taxes or other charges and the parcel is consequently returned to Maison Pozzi, any costs incurred as a result may be deducted from the amount refunded, where legally permitted.

UNCOLLECTED OR REFUSED DELIVERIES

If a package is returned to Maison Pozzi because the customer fails to collect it within the carrier's designated collection period, refuses delivery, or otherwise fails to accept the package for reasons not attributable to Maison Pozzi, the customer remains responsible for the costs incurred as a result of the shipment and its return.

Any shipping costs, return shipping costs, customs duties, import taxes, VAT, carrier charges or other fees that have already been paid by Maison Pozzi to the carrier, customs authorities or other service providers and that cannot be recovered or refunded to Maison Pozzi may be deducted from any applicable refund, to the extent permitted by applicable law.

Maison Pozzi is not responsible for reimbursing costs that have already been incurred and are non-refundable or non-recoverable due to the customer's failure to collect or accept the package.

If the customer wishes to have the order reshipped, all applicable reshipping costs, customs duties, import taxes, VAT and other charges will be entirely at the customer's expense.

If the customer requests a refund after the package has been returned to Maison Pozzi, the refund will be processed in accordance with applicable consumer protection laws and after deduction of any eligible, non-recoverable costs incurred as a direct result of the uncollected or refused delivery.

UNCOLLECTED PACKAGES

If a package is returned to Maison Pozzi because the customer failed to collect it within the collection period specified by the carrier, and the situation is not due to an error or defect attributable to Maison Pozzi, the direct costs incurred for the return of the package will be the responsibility of the customer, to the extent permitted by applicable law.

If the customer wishes to have the order reshipped, the reshipping costs will also be the responsibility of the customer.

This provision does not limit the customer's statutory rights, including the right of withdrawal where applicable.

Order Cancellation

An order may be cancelled free of charge before it has been shipped.

Once the order has been shipped, it can no longer be cancelled as an order cancellation. The customer may instead exercise their applicable right of withdrawal and return the order in accordance with this policy.

Any refund following a cancellation before shipment will include the amounts paid by the customer, subject to applicable law.

Defective or Incorrect Items

If you receive an item that is defective, damaged or different from the item ordered, please contact us as soon as possible with your order number and photographs of the item.

If the issue is attributable to Maison Pozzi, the applicable return and replacement costs will be covered by Maison Pozzi in accordance with applicable consumer protection laws.