To be eligible for a return, the item must be unused, in the same condition you received it, and in its original packaging – commercial packaging in which the product was delivered with enclosed invoice. All products are individually marked with a original tag. Do not remove the original tag or seal if you intend to return the item. You can unilaterally terminate the Agreement within 14 (fourteen) days without giving a reason. Custom orders are not eligible for return or exchange.
In the cases under Article 79 of the Consumer Protection Act dictates the conditions under which consumers cannot unilaterally terminate the
Agreement or cancel/ withdraw from a service contract.
In order to exercise the right to unilaterally terminate the Agreement you must notify Dal Cuore about your decision to unilaterally terminate the Agreement before the deadline of 14 (fourteen) days starting from the day of delivery. After this period, unfortunately, we cannot offer a refund or exchange. Proof of purchase is required for all returns.
Customer is liable for any impairment of the goods resulting from the handling of goods, besides those necessary to determine the nature, characteristics and functionality of the goods. Dal Cuore reserves the right to decline returns if the security tag or seal is missing, altered, or damaged. In certain cases, only partial refunds may be granted, such as:
- Items not in their original condition,
- Items damaged or missing parts not due to our error,
- Items returned more than 14 days after delivery.
If a product has manufacturing defects or other irregularities, you must notify us within 8 days of receiving the item and file a complaint concerning the product purchased or to return a product. Based on a request for return or replacement, DAL CUORE shall make a refund or if possible replace the product with a new one within 30 (thirty) days of the date of receipt of a returned product.
Return or exchange shipping costs in such cases are covered by the customer.
Once we receive and inspect your return, we will notify you by email of the approval or rejection of your refund. If approved, a refund will be processed to your original payment method within a 14 (fourteen) business days.
Contract termination
Exchanges
We only offer replacements for items that are defective or damaged. If you wish to exchange a product for the same item, please email us at shop@2dalcuore.com and we will provide instructions.
Cancellation of Orders
Personalized or made-to-order items cannot be canceled once production begins. These can only be returned in case of defects or if they differ from the ordered specifications.
You may cancel in-stock (non-personalized) items if the order hasn’t yet been dispatched. To cancel such an order, email us at shop@2dalcuore.com. If the cancellation request is approved, you will be notified by email and no fees will apply.
If the order is already in production or has been shipped, cancellation is not possible and the item will be delivered to you.