Refuel information
RETURNS, EXCHANGES AND REFUNDS
If for any reason the Customer is not satisfied with their purchase, the items can be returned for exchange or refund within 14 days of receiving the goods, in accordance with current legislation (Article 44 of Law 7/1996 amended by Law 47/2002, and Legislative Decree 206/2005 - Consumer Code).
1. GENERAL CONDITIONS FOR RETURNS
For the return to be accepted by the Seller, the products must be returned within 14 days from the date of acceptance of the return by the company, or from the official communication via email or WhatsApp containing the shipping address for the return, and in compliance with the following conditions:
- The products must be complete with all the original packaging (cardboard, bubble wrap, corner protectors where applicable, etc.).
- The products returned by the Customer must not be damaged.
- In the event of a damaged item, the Customer must refer to the provisions of Article 6 of these regulations.
- The return shipment is the responsibility of the Customer until it is received by the Seller.
- The Seller is not responsible for damage, theft or loss of products returned with uninsured shipments at the Customer's expense.
2. RETURN PROCEDURE
To start the return or exchange procedure you must:
- Send an email to: neibacshop@gmail.com or
- Write a WhatsApp message to: +39 320 419 2563
The request must be submitted within 14 days of receiving the goods including pics of the goods. All necessary instructions and the return shipping address will be provided within 24-48 business hours.
The Customer is required to arrange the return shipment at his own expense, via traceable and preferably insured courier.
The product must be carefully packaged in its original packaging, including cardboard, bubble wrap, and corner protectors.
Packages sent cash on delivery or without tracking will not be accepted.
3. PRODUCT EXCHANGE (ALTERNATIVE TO RETURN)
As an alternative to the return, the Customer has the option of requesting a free exchange of the product, for example for a different fabric.
- The exchange is completely free.
- The company will directly organize and manage the collection and delivery of the new item at no cost to the Customer.
- To request a change, simply write an email to neibacshop@gmail.com or a WhatsApp message to +39 320 419 2563.
4. REFUND
- The refund will be made within 14 days of receipt and verification of the integrity of the returned product.
- The refund will be made using the same payment method used for the purchase.
- Any shipping costs incurred by the Customer for the shipment of the original order, nor any additional costs for insurance requested by the Customer on the initial shipment, will be refunded.
- If paying with Klarna, processing times can take up to 15 working days.
- In case of payment by cash on delivery, the Customer must indicate the IBAN for the refund.
- In case of uninsured shipment and loss or damage of the package, the Seller is not responsible.
5.PRODUCTS EXCLUDED FROM RETURNS OR EXCHANGES
Returns or exchanges are not possible for:
- Customized products, including canvases with customer photos and non-standard sizes
- Framed products
- Products in Clearance/Outlet
- Products used or damaged by the Customer
- Returns after 14 days from receipt of the goods
- Hand-Retouched Products
6. DAMAGED OR WRONG ITEMS
- In case of receiving defective, incorrect or damaged items, the Customer must send an email to neibacshop@gmail.com entror 5 days from the delivery date.
- After this deadline, no complaints will be accepted.
- Once the defect is confirmed, the correct or replacement product will be shipped.
7. FORFEITURE OF THE RIGHT OF WITHDRAWAL
The right of withdrawal lapses in the event of a substantial defect in the integrity of the returned goods, and thus for example in the event of:
- Missing external packaging and/or original internal packaging;
- Damage to the product;
- Abnormal state of preservation.
In the event that the Customer forfeits the right of withdrawal, the Seller will return the purchased product to the Customer, charging the latter the shipping costs.
8. REFERENCE LEGISLATION
Unless otherwise specified, the provisions of the Consumer Code and European legislation on distance selling apply.
9. ORDER CANCELLATION
The Company will not consider refund requests from those who have not yet received their order.
If the Customer, for any reason, no longer wishes to receive the purchased items, he/she must wait for delivery and then follow the return conditions indicated in this regulation.
Updated April 8, 2025