Withdrawal, returns and refunds

1.At a glance

• Shop items and samples: 14 days from delivery to withdraw, without having to give a reason.
• Made-to-measure products: excluded from withdrawal, because they are made to your measurements and choices (Article 59(1)(c) of the Italian Consumer Code).
• Defects: 2-year legal guarantee on all products, made-to-measure ones included.
• Refund: within 14 days of your notice, using the same payment method.

2.How long you have to withdraw

You have 14 calendar days from the day on which you, or a person you have indicated other than the courier, take physical possession of the products. If an order arrives in several separate deliveries, the period runs from delivery of the last product.

To meet the deadline, it is enough to send your withdrawal notice before it expires.

3.Products excluded from withdrawal

Withdrawal does not apply to goods made to the consumer's specifications or clearly personalised (Article 59(1)(c) of the Italian Consumer Code): for example curtains, panels and other items made with the measurements, styles, fabrics or finishes you chose in the configurator or in a quote. The cart always shows which products are made to measure, before payment.

The exclusion concerns withdrawal only: the legal guarantee of conformity and remedies for defects fully apply to made-to-measure products.

If a made-to-measure product does not convince you for a reason other than a defect, write to us anyway: we can look for a solution together case by case, without this becoming an obligation.

4.How to withdraw

You can tell us about your decision to withdraw in any of these ways:

• from the Returns section of your account or from your order page (the link is in the confirmation email): choose the products and send the request;
• by email to info@feelago.com, stating the order number and products;
• with the model form below or any other clear statement of your decision to withdraw.

We confirm by email that we have received your request and tell you how to send the products back.

5.How to send products back

Send the products within 14 days of the day you told us about your withdrawal, to the address given in our confirmation: the deadline is met if you send them before it expires.

Unless our confirmation says otherwise, the direct cost of returning the products is yours.

Pack the products carefully, in their original packaging if possible, with all accessories and labels. You are only liable for any loss in value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning: you may examine them as you would in a shop, but not use, wash or alter them.

6.Refund

We refund the payments received for the returned products, including the original delivery costs, without undue delay and in any case within 14 days of the day we receive your withdrawal notice. We do not refund any extra cost of a delivery method other than the least expensive standard delivery we offer.

We use the same means of payment as the purchase, unless you expressly agree to a different one; in any case the refund costs you nothing. With Klarna and Scalapay, the provider cancels any instalments not yet paid and returns what you have already paid; if you paid by bank transfer, we or Stripe will ask you for the details of the account where you want to receive the refund. If the provider of the method you used no longer allows a refund, for example because the time limit under its rules has passed, we refund you by bank transfer.

We may withhold the refund until we have received the products or until you have shown that you sent them, whichever is earlier.

If you return only some of the products, we refund the corresponding part, taking into account any discounts applied to the order; the original delivery costs are refunded in full when you return all the products in the order.

7.Defective, damaged or non-conforming products

If you receive a product that is defective, damaged in transit or different from what you ordered, you do not need to withdraw: write to us with your order number and a few photos and we will find a solution (repair, replacement, price reduction or refund) at no cost to you, under the legal guarantee described in the Terms of sale. This applies to made-to-measure products too.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract (Annex I, Part B, of the Italian Consumer Code). You can copy it into an email or use the button below.