Return Policy

Consumers may cancel their order regarding the product purchased on the site without penalty by finding their return form located on the customer service page in the “return” form. The return request must be received within fourteen (14) days of delivery of the merchandise.

For each product, Roberta Pinotti offers a pickup via courier (DHL) contracted by the company. Any return(s) made through our courier will be free of charge. Should the customer decide to use another courier different from the one specified above, all costs and responsibilities will be your responsibility. Costs and expenses incurred by the user are non-refundable, in the event that the package is failed by the chosen delivery company, Roberta Pinotti GmbH will not be responsible or make any refund.

The package must be kindly returned within seven (7) business days from the day you received the return identification number from the company
At the time of return, it is essential to pack the product properly and securely, Products must be returned in the same condition in which they were received and in the original packaging; also, they must not have been washed or damaged, with the relevant label attached to the product. Each returned product is carefully checked, if the product is in perfect condition, with relevant labels and tags Roberta Pinotti will confirm the return and refund the price originally paid. If the recipient of the products does not match the person who made the payment, the paid amount of the returned product will be paid to the person who made the payment.

If any labels or tags are missing, or if Roberta Pinotti after careful supervision by its “Quality and Supervision” Team has reason to believe that the product has been altered or counterfeited or was not purchased directly from the site, Roberta Pinotti will not accept the return and will return the product(s) to the user.

In the event that Roberta Pinotti accepts the return, the cost of the returned product(s) will be refunded to the original account/method of payment at the time of ‘order placed once the product arrives at our warehouse. At the time you decide to use a different delivery company than the one you selected (DHL) we will have the right to hold the refund until we receive the products.