Returns and Refunds
How is the right of withdrawal exercised?
If you are a consumer, you have the right to withdraw from the contract, communicating your intention to return the products within 14 days of receipt of the goods. This means that you can communicate your intention to return the products within 14 days of delivery of the product, without giving any reasons.
Contact our customer service by sending an email to firstname.lastname@example.org or by calling 011-350713 or by sending a whatsapp to 375-6672596. You will be given precise instructions.
You can exercise your right of withdrawal by informing us that you intend to return the products, using the return form that you find inside our package.
The communication must however contain the following information:
- the order number to which the return refers;
- the code of the product or products that you intend to return;
- data of the buyer (name and surname, email).
You can find your order number in the confirmation email we sent you right after your purchase. If you cannot find the email, please also check the SPAM folder of your email.
Pack the goods carefully and ship them within 14 days in the methods indicated to you by customer service to our warehouse address:
c/o Granata Store
Corso Agnelli, 24/A
10137 Torino - Italy
NOTE ABOUT CUSTOMIZED PRODUCTS: The customized products are made specifically for you, so they cannot be returned, except for manufacturing defects.
NOTE ON SALE PRODUCTS: The products on sale can be changed only and exclusively in size or with other items on sale.
NOTICE CONCERNING PURCHASES MADE DURING THE TRANSFER PERIOD
The Players’ enrolment in the first team squad may vary during the summer and the winter transfer windows. In particular the consumer is required to consider that the squad list is only formalized after the closing of the transfer window. Likewise, the assignment of the official numbering to players’ kit takes place within the deadlines indicated by the competent sports organizations. Each purchase of a customized jersey made before such dates is therefore at the sole risk of the consumer, as the player may no longer wear the jersey or change the jersey number.
Can change an order that I have already confirmed?
No, unfortunately a completed order can no longer be changed, other products can no longer be added, deleted or modified (eg size, color). If you urgently wish to cancel an order, please contact customer service by telephone: if the order is not yet in progress, we will do our best to satisfy you.
I bought the wrong size, can I make an exchange?
No, our policy does not provide for this. In this case, however, you can make a return within 14 days. As it may happen that the product you want is out of stock, we advise you not to wait for our refund (it will arrive within 15 days of receiving your return, if in perfect condition) to place the new order.
How long do I have to make a return?
From the moment you received the order, you have 14 days to contact our customer care (by email writing to email@example.com) to communicate the decision to return the goods and then return one or more products by following the instructions you will be given.
Once we have received your package and verified its eligibility for return, we will issue the refund within 15 days with the same payment method that you used in the order: credit card, PayPal or by bank transfer in case of payment cash on delivery.
When is a return not eligible for a refund?
The products you return to us will need to be put back on sale, so please treat them with great care if you are not sure you will keep them and send them back to us just as you would like to receive them.
The goods must not show signs of wear; we can only accept items returned in their original condition.
- do not dirty or damage clothing while you try them on
- do not remove labels and tags
- do not destroy or damage original boxes, envelopes, seals and packaging
- do not write on the original boxes or packaging
- do not wash the clothes you intend to return! They must be as you received them
- return all accessories originally supplied
Attention, in the cases listed above, the return cannot be refunded and your product will remain at your disposal. We can send it back to you by charging the transport costs.
The products must be returned without delay and, in any case, within 14 days from the date on which you communicated your intention to return the products. We reserve the right to refuse items that are returned late or that are not in the same condition in which you received them.
Remember that customized products are made especially for you and cannot be returned.
What do I do if I lose the returns form that came in the package?
Download the generic return form and fill it out with the help of the data summarized in the order confirmation email that you received immediately after the order. If you don't seem to find the email, please also check the SPAM folder of your email.
Download the return form
Who covers the cost of returned items?
The costs for the return following the exercise of the right of withdrawal are charged to the customer. You can use slow and cheap shipping but, for your peace of mind, we recommend that you choose a service that will provide you with at least the tracking number.
For the return of a defective product it is essential that you contact customer service before sending the package, because a different procedure will be followed which involves charging us the return costs, but only using our courier. If you send the package by other means, we will not be able to refund the return costs.
Who is responsible for the return shipment?
The responsibility for the return shipment is always with the customer: take this into account when choosing the shipping service for your return. A tracked parcel service will likely make you feel more comfortable.
How soon will I receive my refund?
Once we have received your package and verified the suitability of the return, we will proceed with the refund within 15 days with the same payment method that you used for the purchase:
- Credit card Purchase: the time it takes for the refund to appear in your account depends on the institution that issued the card.
- PayPal purchase: the refund will be made to your PayPal account and will be immediately visible. The actual refund to the credit card from your PayPal account depends on the institution that issued the card.
- Cash on delivery purchase: the refund takes place on the current account indicated by you in the return, so the refund time depends on the correctness of the data you enter and on your credit institution.
- We cannot make refunds by other means.
Therefore, check the status of the refund by logging into your credit card account, PayPal account or your bank account.
We therefore recommend that you wait at least 20 days if you want to ask our customer service for a check.
What is included in the refund?
In case of return of the products for the right of withdrawal, Granata Store will refund the payments received from the consumer for the products returned in suitable conditions.
Any customs duties / taxes are always charged to the customer.
Full refunds are only made when the customer returns faulty or defective goods, or if the package is lost or incorrectly delivered by the courier company.
Refunds are not possible on customized items when specifically requested by the customer (e.g. personalised clothing and accessories) unless they are faulty.