Refund policy

This page summarises how to exercise the right of withdrawal for purchases made on zanishop.it. For anything not covered here, the Terms and Conditions apply.

WHO CAN WITHDRAW

The right of withdrawal applies only to consumers, i.e. individuals buying for purposes outside their trade, business or profession. Purchases made by companies and professionals are not eligible for withdrawal; the warranties provided by the Italian Civil Code remain unaffected.

The right of withdrawal does not apply to personalised or made-to-measure products, or to sealed products which are not suitable for return for hygiene reasons once opened.

DEADLINE

You have 14 days from the day on which you, or a third party indicated by you other than the carrier, receive the products. If the order is delivered in several shipments, the 14 days start from receipt of the last product. You must notify us of your withdrawal within this period; the products must then be sent back within 14 days of your notice.

HOW TO NOTIFY YOUR WITHDRAWAL

  • Online: sign in to My orders with the email used for the purchase, open the order and request a return;
  • by email to zani@serafinozani.it, stating your name, order number and products;
  • by post to Zani Serafino S.r.l., Via Campagnola 10, 25062 Concesio (BS), Italy.

You may use the model withdrawal form at the bottom of this page, but it is not obligatory. You will receive an email confirming receipt. Always notify your withdrawal before shipping: a parcel sent without notice cannot be matched to your order and delays your refund.

HOW TO RETURN THE PRODUCTS

  • Italy: write to zani@serafinozani.it with your order number and we will send you instructions for a BRT pickup.
  • European Union: once your return has been confirmed, you can generate the shipping label from the DHL returns portal.
  • Countries outside the European Union: write to zani@serafinozani.it before shipping to agree on the method and customs documents.

Alternatively, you can ship the products yourself, using a tracked service, to: ZANI SERAFINO SRL, Via Campagnola 10, 25062 Concesio (BS), Italy. Pack the products carefully, complete with accessories and instructions: the return shipment is made under your responsibility, and damage caused by inadequate packaging may reduce your refund.

RETURN COSTS

The direct cost of returning the products is borne by you. If you use the BRT pickup or the DHL label we provide, its cost will be deducted from your refund; on request, we will tell you the amount before you ship. For returns from countries outside the European Union, customs duties, taxes and customs charges for the return shipment are also borne by you.

Return costs are borne by us only if the product is defective, non-conforming, damaged in transit or sent in error.

REFUND

  • Withdrawal from the entire order: we refund the price of the products and the initial delivery costs, up to the cost of the least expensive standard delivery we offer. Any supplement for a more expensive delivery method you chose is not refunded.
  • Withdrawal from only some products: we refund the price of the returned products. Initial delivery costs are not refunded, except for any part charged specifically for those products.
  • We may deduct from the refund the cost of the BRT pickup or DHL label and any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning (for example, pans used for cooking, scratches or signs of washing).
  • We refund you within 14 days of your withdrawal notice, but we may withhold the refund until we have received the products or proof that they have been sent back.
  • We refund using the same payment method used for the purchase (card, PayPal, Klarna, etc.). If you used a discount code, we refund only the amount actually paid.
  • Import duties and taxes paid by you in the destination country are not refunded, as they were not collected by us.

DEFECTIVE, DAMAGED OR WRONG PRODUCTS

If you receive a defective or damaged product, a product different from the one you ordered, or an incomplete order, email zani@serafinozani.it with your order number and photos or videos of the problem. If the parcel looks damaged on delivery, accept it "with reservation" on the carrier's delivery note and let us know immediately. Once the problem has been verified, we will repair or replace the product, at your choice, unless the chosen remedy is impossible or disproportionate, or, where provided by law, reduce the price or refund you. In these cases, return costs are borne by us.

LEGAL GUARANTEE OF CONFORMITY

Products sold to consumers are covered by the legal guarantee of conformity under articles 128 et seq. of the Italian Consumer Code, for defects that become apparent within 2 years of delivery. See art. 12 of the Terms and Conditions for details.

EXCHANGES

Exchanging products for other items is not a right, but it may be agreed with customer service subject to availability. The new shipment is at your expense at standard rates.

PAYMENT DISPUTES

If you open a dispute (chargeback) with PayPal, Klarna or your card issuer for the same order, the refund will be handled within that procedure to avoid a double credit.

MODEL WITHDRAWAL FORM

(complete and return this form only if you wish to withdraw from the contract)

– To: Zani Serafino S.r.l., Via Campagnola 10, 25062 Concesio (BS), Italy – email: zani@serafinozani.it
– I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
– Ordered on (*) / received on (*):
– Order number:
– Name of consumer(s):
– Address of consumer(s):
– Signature of consumer(s) (only if this form is notified on paper):
– Date:

(*) Delete as appropriate.