Refund policy

Voluntary returns accepted for up to 30 days after delivery, subject to the conditions below
Returns are normally processed within 7 business days of receipt
Customers are responsible for return shipping on change-of-mind returns, except where otherwise required by law
No restocking fee for pre-authorised returns made in accordance with this policy
To request a return, submit a request through your customer account or email support@sanroccoitalia.com

Returns

San Rocco Italia offers a voluntary 30-day return policy in addition to any statutory rights you may have under applicable consumer law. To use our voluntary return policy, you must request a return within 30 days of delivery of your order. After this period, we are not normally able to offer a voluntary refund or exchange. Your statutory rights, including rights relating to faulty or non-conforming goods, are not affected.

Please contact us before sending any return. Submit a return request through your customer account or email support@sanroccoitalia.com. This allows us to provide the correct return instructions and address for your particular order.

San Rocco Italia reserves the right to refuse unauthorised returns and to return them to the sender.

Where an unauthorised return is accepted under our voluntary return policy, San Rocco Italia reserves the right to deduct a minimum administrative/re-stocking fee of 30% of the item's value, and any refund may be issued in the form of store credit, to the extent permitted by applicable law.

This provision does not apply where such a fee or restriction would conflict with a mandatory statutory right, including an eligible consumer's statutory right of withdrawal under European Union law.

Condition of Returned Goods and Product Tags

To be eligible for a return under our voluntary return policy, the item must be unused, unworn and in the same condition in which it was received. It must also be returned with all original packaging, accessories, documentation and product tags.

All original product tags must remain attached, intact and unaltered. Products returned with a missing, removed, cut, damaged or incomplete hang tag, including where the string attaching the hang tag has been cut or removed, may be considered non-resellable and will not be eligible for a refund under our voluntary return policy.

Products showing signs of use, wear, damage, alteration, contamination, missing parts or incomplete contents may likewise be refused or may be subject to a reduction in the amount refunded, to the extent permitted by applicable law.

EU statutory right of withdrawal: Nothing in the above conditions limits an eligible consumer's statutory right of withdrawal. However, where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, the consumer may be responsible for any resulting diminished value, as permitted by applicable law.

Removing, cutting, damaging or otherwise altering product tags may constitute handling beyond what is reasonably necessary to inspect the goods. Where this prevents the product from being sold as new or otherwise materially reduces its resale value, San Rocco Italia reserves the right to deduct the objectively justified diminished value from the refund. Depending on the circumstances and the actual loss in value, this deduction may be substantial and, where objectively justified and permitted by applicable law, may amount to the full value of the item.

Non-returnable and Non-refundable Items

Several types of goods and services are excluded from our voluntary return policy. Unless otherwise required by applicable law, the following items are non-returnable and non-refundable:

Gift cards and gift vouchers
Downloadable software, eBooks and other digital products or digital content once supplied
Health and personal-care products where return would be inappropriate for health or hygiene reasons
Face coverings and similar hygiene-sensitive products
Personalised, customised, monogrammed or engraved goods, unless faulty, defective or supplied in error
Gift wrapping and other optional services once performed
Seasonal items
Items expressly identified as Final Sale or non-returnable before purchase
Donations and contributions

These exclusions apply to our voluntary return policy to the fullest extent permitted by applicable law and do not exclude or restrict any mandatory statutory rights that cannot legally be waived.

EU consumers: Where a statutory right of withdrawal applies, the exclusions from that right are determined by applicable consumer law. These include, where the relevant legal requirements are satisfied, goods made to the consumer's specifications or clearly personalised; sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed after delivery; and certain digital content once supply has begun with the consumer's required prior consent and acknowledgement.

Partial Refunds and Reductions in Value

Under our voluntary return policy, San Rocco Italia reserves the right to refuse a return or reduce the amount refunded where an item is returned used, worn, damaged, altered, incomplete, missing parts or accessories, or otherwise in a condition different from that in which it was supplied, where the change in condition is not due to an error by San Rocco Italia.

Any reduction may reflect the actual loss in value of the item together with reasonable costs directly resulting from the condition in which it was returned, to the extent permitted by applicable law. Where the item has been rendered substantially or completely non-resellable, the reduction may, where legally permitted and objectively justified, amount to the full value of the item.

Returns requested or sent outside the applicable return period may be refused. If San Rocco Italia agrees, at its discretion, to accept a late return under our voluntary return policy, additional conditions, deductions or store credit may apply, to the extent permitted by applicable law.

EU statutory right of withdrawal: Where an eligible consumer exercises a statutory right of withdrawal, any deduction for diminished value will be limited to the reduction in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, in accordance with applicable law.

EU Right of Withdrawal

If you are a consumer entitled to a statutory right of withdrawal under European Union consumer law, you have the right to withdraw from an eligible distance purchase without giving any reason within 14 days.

For the purchase of goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods. If multiple goods from the same order are delivered separately, the period generally begins when the last item is received.

Exercising Your Right of Withdrawal

To exercise your right of withdrawal, you must communicate an unequivocal statement of your decision to withdraw before the withdrawal period expires.

You may do this by submitting a return request through your customer account or by emailing support@sanroccoitalia.com.

Simply refusing delivery, failing to collect a parcel, or allowing a parcel to be returned to us does not by itself constitute a valid exercise of the right of withdrawal. Your decision to withdraw must be clearly communicated to us.

Returning the Goods

After exercising your right of withdrawal, you must send the goods back without undue delay and no later than 14 days from the date on which you communicated your decision to withdraw. The deadline is met if you send the goods before the 14-day return period has expired.

You are responsible for the direct cost of returning the goods unless San Rocco Italia has expressly agreed to bear that cost or applicable law requires otherwise.

You are responsible for ensuring that the return is packaged appropriately and returned in accordance with the return instructions provided to you.

Refund Following Withdrawal

Where the statutory right of withdrawal has been validly exercised, we will reimburse payments received from you as required by applicable law, including the cost of our least expensive standard delivery option available for your order.

If you expressly selected a delivery method that was more expensive than our least expensive standard delivery option, the additional delivery cost will not be refunded.

We will issue the reimbursement without undue delay and no later than 14 days from the date on which we are informed of your decision to withdraw. However, unless we have offered to collect the goods ourselves, we may withhold reimbursement until we have received the goods back or until you have supplied evidence that you have sent them back, whichever occurs first.

Reimbursement will be made using the same payment method used for the original transaction unless you expressly agree otherwise. You will not incur a fee from San Rocco Italia as a result of the reimbursement.

Condition of Returned Goods

You may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what would reasonably be necessary for such an inspection.

This includes, where applicable, loss of value caused by removing, cutting, damaging or altering product tags, using or wearing the goods beyond what is necessary for inspection, damaging the goods or packaging, or returning goods incomplete. Any deduction will reflect the objectively justified diminished value, to the extent permitted by applicable law.

Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply where an exception provided by applicable consumer law applies. These exceptions include, where the relevant legal requirements are satisfied:

goods made to the consumer's specifications or clearly personalised, including eligible personalised, monogrammed or engraved products;
sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery;
digital content not supplied on a tangible medium where performance has begun with the consumer's prior express consent and acknowledgement of the loss of the right of withdrawal; and
services which have been fully performed where the statutory requirements for loss of the right of withdrawal have been satisfied.

Nothing in this section limits or excludes any mandatory consumer right that cannot lawfully be limited or excluded.

Refunds

Once your return is received and inspected, we will notify you that we have received the returned item and inform you whether your refund has been approved, rejected or reduced in accordance with this policy and applicable law.

Approved refunds are normally processed by San Rocco Italia within 7 business days of receipt and inspection of the returned goods. Once issued by us, the refund may take additional time to appear in your account depending on your bank, card issuer or payment provider.

Refunds will normally be made to the original method of payment unless otherwise agreed or permitted by applicable law.

For returns made under our voluntary return policy, original shipping and delivery charges are non-refundable unless otherwise stated or required by applicable law.

Where an eligible EU consumer validly exercises a statutory right of withdrawal, San Rocco Italia will refund the original delivery cost up to the amount of our least expensive standard delivery option available for that order, as required by law. Any additional cost resulting from the customer's choice of a more expensive or expedited delivery method will not be refunded.

Return shipping costs are the responsibility of the customer for change-of-mind returns unless San Rocco Italia has expressly agreed otherwise or applicable law requires us to bear those costs.

Import duties, customs charges, local taxes, brokerage charges and other amounts paid to customs authorities, carriers or other third parties are non-refundable by San Rocco Italia unless expressly required by applicable law. Where appropriate, customers may need to apply directly to the relevant authority or third party for reimbursement of such charges.

San Rocco Italia is not responsible for exchange-rate fluctuations or fees imposed by banks, card issuers, payment processors or other third parties in connection with the original transaction or refund, except where responsibility cannot lawfully be excluded.

Late or Missing Refunds

If you have not received an expected refund, please first check your bank account and contact your card issuer or payment provider, as processing times vary. If the refund still cannot be located, please contact us at support@sanroccoitalia.com.

Sale Items

Unless otherwise stated or required by applicable law, items purchased at a reduced price, during a sale or promotional event, or expressly identified as Final Sale are not eligible for a refund under San Rocco Italia's voluntary return policy.

San Rocco Italia may, at its sole discretion, agree to accept the return of a sale or promotional item outside any mandatory statutory right. Where we agree to do so, the return may be subject to additional conditions and may be refunded in the form of store credit. Any such exception is granted on an individual basis and does not create an obligation to accept similar returns in the future.

This restriction does not affect any mandatory statutory rights that cannot legally be excluded or limited. In particular, where an eligible EU consumer has a statutory right of withdrawal, the fact that an item was purchased at a discounted or promotional price does not by itself remove that right. Statutory rights relating to faulty, defective or non-conforming goods are likewise unaffected.

Exchanges

San Rocco Italia does not guarantee exchanges for change-of-mind purchases. However, we may, at our discretion and subject to product availability, agree to exchange an eligible item for a different size, colour or other variant.

Any voluntary exchange must be authorised by San Rocco Italia before the item is returned and remains subject to the conditions of our voluntary return policy.

For voluntary exchanges, the customer is responsible for return shipping and may also be responsible for the cost of shipping the replacement item, together with any additional costs arising from the exchange, to the extent permitted by applicable law.

If the replacement item has a different price, the customer will be required to pay any difference before the replacement is dispatched. Where the replacement item has a lower price, any difference will be handled in accordance with the terms agreed for that exchange and applicable law.

San Rocco Italia may, at its discretion, process a requested exchange as a return followed by a new order rather than as a direct exchange.

Any exception or voluntary exchange granted on an individual basis does not create an obligation to grant the same or similar exception in the future.

Faulty, damaged or non-conforming goods: Where an item is faulty, damaged, incorrect or otherwise non-conforming and the customer has rights under applicable consumer law, the remedies available to the customer will be determined by that law. Nothing in this section limits any mandatory right to repair, replacement, price reduction, termination of the contract or refund.

Cancellations and Order Changes

We process orders promptly after they are received. Orders cannot normally be amended or cancelled once placed, except where required by applicable law or where San Rocco Italia expressly agrees otherwise.

Requests to change an order, including changes to the product, colour, size, quantity, delivery address or other order details, are not guaranteed and may be refused once an order has entered processing, fulfilment, personalisation or dispatch.

Where an eligible consumer has a statutory right of withdrawal under applicable consumer law, that right may be exercised before delivery by clearly communicating the decision to withdraw to San Rocco Italia. This does not guarantee that shipment can be stopped if the order has already entered fulfilment or been dispatched. Where shipment cannot be stopped, the applicable statutory return procedure will apply.

Personalised, Monogrammed and Engraved Orders

Orders for personalised, monogrammed or engraved goods cannot normally be amended or cancelled once the order has been confirmed.

Goods made to the consumer's specifications or clearly personalised are excluded from the statutory right of withdrawal where the applicable legal requirements are satisfied. This exception may apply from the time the contract is concluded and does not depend on whether the personalisation, engraving or production process has already begun.

San Rocco Italia may, at its sole discretion, agree to amend or cancel a personalised order before personalisation or engraving has begun, but is under no obligation to do so. Any such exception is granted on an individual basis and does not create a right to cancellation or an obligation to grant similar requests in the future.

Once personalisation or engraving has begun, cancellation or amendment will not normally be accepted.

Nothing in this provision affects statutory rights where personalised goods are faulty, defective, damaged, incorrectly personalised due to our error, or otherwise not in conformity with the contract.

Missing, Incorrect, Damaged or Faulty Items

Please inspect your order promptly upon delivery. If an item is missing, incorrect, or visibly damaged in transit, please notify us at support@sanroccoitalia.com within 48 hours of delivery wherever reasonably possible.

Your message should include your order number, a description of the problem and clear photographs or video showing the item concerned. For items damaged in transit, please also provide photographs of the shipping carton, shipping label, internal packaging and any visible damage to the parcel.

Please retain all packaging until your claim has been resolved. The original packaging and photographs may be required in order for us to investigate a claim with the carrier, warehouse, supplier or insurer.

Failure to report missing, incorrect or visibly damaged goods within 48 hours may affect our ability to investigate or pursue a claim with the carrier or other third party and may affect any remedy available under our voluntary policies, to the extent permitted by applicable law.

Nothing in this 48-hour reporting requirement limits or excludes any mandatory statutory rights that cannot lawfully be restricted, including an eligible consumer's rights in relation to faulty or non-conforming goods.

Faulty or Non-conforming Goods

If a fault or defect becomes apparent after delivery, please contact us as soon as reasonably possible after discovering the problem. We may ask you to provide photographs, video, a description of the issue and other information reasonably necessary to assess the claim.

San Rocco Italia reserves the right to inspect the item, or to have it inspected by the manufacturer, supplier or another qualified party, where reasonably necessary to determine the nature and cause of the reported problem. The customer must make the goods available for inspection or return where required in connection with a valid claim.

Repair, Replacement and Local Repair

Where a lack of conformity can reasonably be remedied by repair, San Rocco Italia will normally favour repair where this is an appropriate and proportionate means of restoring the goods to conformity, subject to the customer's rights under applicable consumer law.

Where applicable consumer law gives the customer a choice between repair and replacement, San Rocco Italia may refuse the remedy requested by the customer where that remedy is impossible or would impose disproportionate costs compared with the available alternative, taking into account the value of the goods, the nature and extent of the defect, and whether the alternative remedy can be provided without significant inconvenience to the customer.

For international customers, San Rocco Italia may propose a local repair where this provides a faster, more practical or more proportionate solution than returning the product to Italy. This may be particularly appropriate where international return and re-delivery would result in substantial shipping costs, customs formalities, duties, taxes or significant additional transit time.

Where a local repair is proposed, the customer must obtain our written approval before authorising any work. We may request a written quotation, photographs or other information regarding the proposed repair before approving it.

Where San Rocco Italia approves the repair and its estimated cost in writing beforehand, we will reimburse the reasonable and documented cost of the authorised repair up to the amount approved by us, upon receipt of a valid invoice or receipt.

Customers should not arrange or authorise repairs at our expense without our prior written approval. San Rocco Italia is not responsible for the cost of unauthorised third-party repairs, additional work or charges exceeding an amount previously approved by us, except where otherwise required by applicable law.

If a local repair is not appropriate, cannot satisfactorily restore the product to conformity, or is otherwise unsuitable in the circumstances, San Rocco Italia will determine the appropriate alternative remedy in accordance with applicable consumer law.

Repair or replacement will be provided without charge where required by applicable law and within a reasonable period of time, without significant inconvenience to the consumer.

Where repair or replacement is unavailable, impossible, disproportionate, unsuccessful, or where another statutory condition is satisfied, the customer may be entitled to an appropriate price reduction or termination of the contract and refund in accordance with applicable law.

What Is Not Considered a Fault

Unless otherwise required by applicable law, a product will not be considered faulty solely because of normal wear and tear, accidental damage, misuse, improper care or storage, exposure to inappropriate conditions, unauthorised repair or alteration, or damage occurring after delivery that is not attributable to an original lack of conformity.

Leather is a natural material. Variations in grain, texture, colour, markings and other natural characteristics may occur and are not necessarily defects. Natural ageing, softening, patina and changes resulting from normal use are likewise not, by themselves, evidence of a manufacturing defect or lack of conformity.

This does not exclude a claim where the characteristics of the item amount to a genuine lack of conformity under applicable law.

Gifts

If an item was marked as a gift at the time of purchase and shipped directly to the gift recipient, San Rocco Italia may, where the return is accepted under our voluntary return policy, issue the approved return value to the recipient in the form of store credit or a gift voucher.

If the order was not marked as a gift when purchased, or if the purchaser had the order shipped to themselves before giving it to the recipient, any approved monetary refund will normally be issued to the original purchaser using the original method of payment.

Where a statutory refund is required by applicable consumer law, reimbursement will be made in accordance with that law, including any requirement to refund the original purchaser using the same means of payment used for the original transaction unless another method has been expressly agreed.

Failed, Refused, Unclaimed and Incorrect-Address Deliveries

Customers are responsible for providing a complete and accurate delivery address and for providing any information reasonably required for delivery of their order. Customers are also responsible for monitoring tracking information and carrier communications and, where applicable, collecting their parcel within the carrier's stated holding period.

San Rocco Italia is not responsible for delivery failure caused by an incorrect or incomplete address supplied by the customer, failure to provide information required for delivery, failure to collect a parcel, unjustified refusal of delivery, or failure to follow reasonable instructions issued by the carrier, except to the extent responsibility cannot lawfully be excluded.

Parcels Returned to Sender

If an order is returned to San Rocco Italia, our supplier, warehouse or fulfilment partner because of an incorrect or incomplete address supplied by the customer, failure to collect the parcel, unjustified refusal of delivery, or another delivery failure attributable to the customer, the customer will be responsible, to the fullest extent permitted by applicable law, for the reasonable costs arising from that failed delivery and return.

These costs may include:

return-to-sender shipping or transportation charges;
carrier surcharges;
customs, duties, taxes, brokerage or clearance charges incurred as a result of the failed delivery or return;
reasonable handling, processing or re-stocking charges imposed on San Rocco Italia by a supplier, fulfilment partner, warehouse or other third party;
storage, abandonment, disposal or destruction charges where applicable; and
the cost of shipping the order again if the customer requests re-delivery.

Where such costs are recoverable under applicable law, they may be required to be paid before an order is re-shipped or may be deducted from any refund or store credit otherwise due.

Any such deduction is intended to recover costs or losses actually incurred as a result of the failed delivery and is not intended to operate as a penalty.

Re-shipping

Where a returned parcel is eligible for re-shipment, San Rocco Italia may require payment in advance of all applicable return-to-sender charges, additional third-party fees and the cost of the new shipment before the order is dispatched again.

Re-shipment is subject to product availability and to the goods having been successfully returned to San Rocco Italia, our supplier or fulfilment partner in a condition suitable for re-shipment.

Cancellation After a Failed or Uncollected Delivery

If the customer requests cancellation after an order has been returned because of an incorrect or incomplete address, failure to collect, unjustified refusal or another delivery failure attributable to the customer, San Rocco Italia reserves the right to deduct the reasonable costs and losses described above from any amount otherwise refundable, to the fullest extent permitted by applicable law.

Where permitted by applicable law, this may include reasonable administrative or re-stocking charges actually incurred or applicable under our voluntary return policy.

For EU consumers, refusing delivery, failing to collect a parcel or allowing a parcel to be returned does not by itself constitute exercise of the statutory right of withdrawal. A decision to withdraw must be clearly communicated to San Rocco Italia in accordance with the applicable withdrawal rules.

Where an eligible consumer has validly exercised a statutory right of withdrawal, only those costs or deductions permitted by applicable law will apply. No administrative, handling or re-stocking charge will be imposed merely because an EU consumer has validly exercised that statutory right.

Returned Directly to a Supplier or Fulfilment Partner

Some orders are dispatched directly by a supplier, warehouse or fulfilment partner. Where a failed, refused or uncollected parcel is returned directly to that party, any reasonable and documented return, processing, handling, re-stocking, storage or other third-party charge imposed on San Rocco Italia as a direct result of the failed delivery may be passed on to the customer or deducted from an amount otherwise refundable, to the extent permitted by applicable law.

Parcels Destroyed, Abandoned or Disposed of Instead of Being Returned

Customers should be aware that a carrier may not always return an undeliverable, refused or unclaimed international parcel to San Rocco Italia. Depending on the destination, carrier rules, customs requirements and the cost of international return transportation, the carrier, customs authority, warehouse, supplier or fulfilment partner may instead abandon, dispose of or destroy the parcel.

Where a parcel is abandoned, disposed of or destroyed because of an incorrect or incomplete address supplied by the customer, failure to collect the parcel within the required period, unjustified refusal of delivery, failure to provide required customs or delivery information, failure to pay charges for which the customer is responsible, or another failed-delivery circumstance attributable to the customer, no refund will be issued where this is permitted by applicable law.

In such circumstances, San Rocco Italia may be unable to recover either the goods or their value and may also incur additional carrier, customs, storage, abandonment, disposal or destruction charges. To the fullest extent permitted by applicable law, the customer will be responsible for losses and reasonable costs directly resulting from the failed delivery, including the value of goods which cannot be recovered.

Where applicable law requires a refund notwithstanding the abandonment, disposal or destruction of the parcel, San Rocco Italia reserves the right to deduct from that refund any costs, charges or losses that may lawfully be recovered from the customer.

San Rocco Italia is not required to incur commercially unreasonable international return transportation or recovery costs solely to retrieve an unclaimed, refused or otherwise undeliverable parcel, except where otherwise required by applicable law.

Unclaimed Returned Goods

If a returned parcel is being held by San Rocco Italia, our supplier, fulfilment partner, warehouse or carrier and we do not receive instructions from the customer within 30 days after notifying the customer of the return, we reserve the right to cancel the order and deal with the goods as reasonably necessary.

Where permitted by applicable law and where continued storage or return is impractical or would incur disproportionate costs, goods may be abandoned, disposed of or destroyed by the carrier, supplier, warehouse, fulfilment partner or San Rocco Italia.

Where such abandonment, disposal or destruction is attributable to the customer's failure to provide instructions or take reasonable action, no refund will be due to the extent permitted by applicable law. Any storage, disposal, destruction, return or other costs arising as a result may also be deducted from any amount otherwise refundable where legally permitted.

Loss or Damage During Return Following Failed Delivery

If a parcel is lost or damaged while being returned following a failed, refused or uncollected delivery, responsibility will be determined in accordance with the circumstances and applicable law.

San Rocco Italia will not accept responsibility for loss or damage to the extent that responsibility may lawfully rest with the customer, carrier or another third party. Nothing in this provision transfers the risk of loss or damage to a consumer earlier than permitted by mandatory consumer law.

Parcels Reported Stolen After Delivery

If tracking shows that an order has been delivered but the customer reports that it cannot be located or has subsequently been stolen, please contact us promptly so that we can investigate with the carrier.

Where the parcel has been validly delivered to and taken into the physical possession of the customer or a person designated by the customer, San Rocco Italia is not responsible for subsequent theft, loss or damage except where otherwise required by applicable law.

Where delivery was made to an authorised safe place, concierge, neighbour, collection location or other recipient in accordance with instructions provided or authorised by the customer, responsibility will be determined in accordance with the delivery instructions, carrier records and applicable law.

Nothing in this section excludes or limits any mandatory consumer right or liability that cannot legally be excluded or limited.

Return Shipping

Unless we provide different return instructions for your particular order, authorised returns should be sent to:

San Rocco Italia di El Sabeh Mara Bryn
Case Sparse La Costa Busatica, 2
54026 Mulazzo (MS)
Italy

Please do not send a return to a manufacturer, supplier, warehouse, fulfilment partner or any other address unless San Rocco Italia has specifically instructed you to do so.

Returns sent to an unauthorised address may be refused, delayed, lost or subject to additional shipping, handling, customs or recovery costs. San Rocco Italia is not responsible for additional costs or losses resulting from a customer's failure to follow the return instructions provided, except to the extent responsibility cannot lawfully be excluded.

Cost of Return Shipping

For change-of-mind returns and returns under our voluntary return policy, the customer is responsible for arranging and paying the cost of return shipping unless San Rocco Italia has expressly agreed otherwise.

Where an eligible EU consumer exercises a statutory right of withdrawal, the customer is responsible for the direct cost of returning the goods unless San Rocco Italia has agreed to bear that cost or applicable law provides otherwise.

Where San Rocco Italia provides or arranges a return label, collection or other return transportation for a return for which the customer is responsible, the actual cost of that service may be deducted from the refund or charged separately, to the extent permitted by applicable law.

Where San Rocco Italia is required to pay shipping, customs, duties, taxes, brokerage, handling, clearance, storage or other charges in order to receive or recover a returned parcel, those reasonable and documented costs may also be deducted from any refund or store credit otherwise due, where the customer is responsible for those costs and to the extent permitted by applicable law.

This applies whether the return shipment was arranged by the customer, San Rocco Italia or another party.

Return shipping and related charges will not be deducted where applicable law requires San Rocco Italia to bear those costs, including where the return results from a qualifying fault, lack of conformity or error by San Rocco Italia.

International Returns, Customs and Duties

Customers returning goods from outside the European Union are responsible for completing all required customs documentation accurately and, where appropriate, clearly identifying the shipment as returned merchandise.

The customer is responsible for customs duties, import taxes, brokerage charges, carrier fees, clearance fees and other costs arising from a return where those charges are the customer's responsibility under this policy or applicable law.

If San Rocco Italia is required to pay any such charge in order to accept, release or recover the returned goods, the amount paid may be deducted from any refund or store credit otherwise due, to the extent permitted by applicable law.

Where additional charges result from incomplete, inaccurate or incorrectly completed customs documentation, those reasonable and documented costs may likewise be deducted from any amount otherwise refundable, where permitted by applicable law.

San Rocco Italia reserves the right to refuse to accept a return shipment where acceptance requires payment of charges that are the customer's responsibility, where permitted by applicable law.

Tracking and Insurance

We strongly recommend using a trackable shipping service for all returns. For higher-value items, including returns valued at more than €75, we also strongly recommend purchasing adequate shipping insurance.

Please retain your shipping receipt, tracking number and any proof of dispatch until your return has been received and your refund, exchange or other remedy has been completed.

Where the customer arranges the return shipment, the customer is responsible for ensuring that the parcel is properly addressed, packaged and dispatched in accordance with the carrier's requirements.

Returns Lost in Transit

Where the customer is responsible for arranging the return shipment, San Rocco Italia cannot issue a voluntary refund, exchange or store credit for goods that do not reach the authorised return destination, except where otherwise required by applicable law.

If a return shipment is lost or damaged in transit, the customer should pursue any available claim with the carrier or shipping insurer where the customer contracted directly with that carrier.

Where San Rocco Italia arranged the return transportation or applicable law places responsibility for the return shipment on San Rocco Italia, responsibility for loss or damage will be determined in accordance with the applicable law and the circumstances of the shipment.

Nothing in this section excludes or restricts any mandatory statutory right that cannot legally be excluded or restricted.

Proper Packaging of Returns

The customer is responsible for packaging returned goods carefully and securely so that they are adequately protected during transport.

Wherever reasonably possible, items should be returned using the original protective packaging or packaging providing an equivalent level of protection. Handbags and other structured leather goods should be packed in a manner that protects them from crushing, deformation, scratching, staining, moisture and other foreseeable transit damage.

Any accessories, straps, dust bags, boxes, protective covers, documentation and other items supplied with the product should be returned with the goods where required under this policy.

Where a customer arranges the return shipment, San Rocco Italia is not responsible for damage caused by inadequate, unsuitable or improper packaging, except to the extent responsibility cannot lawfully be excluded.

If returned goods are damaged in transit as a result of inadequate or improper packaging by the customer, San Rocco Italia reserves the right to refuse the return under our voluntary return policy or to reduce the refund or store credit to reflect the resulting loss in value and any reasonable costs directly arising from the damage, to the fullest extent permitted by applicable law.

Damaged, Incomplete or Non-Resellable Returned Goods

Goods returned under our voluntary return policy must be returned in the condition required by that policy. Items that are used, worn, damaged, stained, altered, incomplete, missing accessories or components, or otherwise returned in a condition that prevents them from being sold as new may be refused or may qualify only for a reduced refund or store credit.

Any reduction may reflect the actual diminution in value of the goods and reasonable costs directly resulting from the condition in which they were returned, to the extent permitted by applicable law.

Where the customer's actions, handling or inadequate return packaging have rendered an item substantially or completely non-resellable, the reduction may be substantial and, where objectively justified and permitted by applicable law, may amount to 100% of the item's value.

San Rocco Italia may document the condition of returned goods by photographs, video, inspection records or other reasonable evidence when determining whether a deduction is appropriate.

EU Statutory Withdrawal

Where an eligible EU consumer exercises a statutory right of withdrawal, the consumer is liable only for diminished value resulting from handling of the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Damage, excessive handling, use, alteration, removal or damage of product tags, missing components or accessories, or inadequate return packaging may result in diminished value where they materially reduce the condition or resale value of the goods.

Any deduction made in connection with a statutory withdrawal will reflect the objectively justified loss in value. Where the goods have genuinely lost all or substantially all of their commercial value as a result of handling or damage for which the consumer is legally responsible, the deduction may, where permitted by applicable law and justified by the circumstances, amount to the full value of the goods.

Nothing in this policy excludes or limits any mandatory consumer right that cannot legally be excluded or limited.