Return and refund policy.

Scope and Objectives
This return and refund policy applies to all purchases made through the Falentia website

Contact information
For questions regarding returns and refunds, contact our customer service at:

Email: support@falentia.com
Customer service hours:
Monday to Friday - from 9:00 AM to 6:00 PM
Address: You will receive the return address once your return request is approved.

Return terms
Customers residing in Italy have the option to return their purchases within 30 days of receipt, without the obligation to justify the reason for the return.

Return instructions

• Return notification: Contact our customer service at support@falentia.com providing your order number and a detailed reason for the return.
• Return authorization: After reviewing your return request, we will send you detailed instructions and, if applicable, a prepaid shipping label.

Packaging and shipping
Carefully pack the item in its original packaging with all labels and tags still attached. Attach the return authorization form and any required documents or images. Download and print the return label using the link provided in our email.

Return cost
Return shipping costs are the responsibility of the customer, except when the product is defective or not as described. In such cases, Falentia will cover the return shipping costs. We do not apply any handling or restocking fees.

Return and refund conditions:

• Return for change of mind: If you wish to return a product after changing your mind, you have 30 days from the date of receipt, provided the product is unused, intact, and in its original packaging.
• Defective products: If you receive a defective product, please contact our customer service immediately for instructions. Falentia will cover the shipping costs for the return and offer you a full refund or product replacement.
• Damaged products: If your product arrives damaged, send photos of the damage within 48 hours. After evaluation, if confirmed, we will refund your return shipping costs.
• Wrong product received: If you received an item different from what you ordered, inform us immediately. We will cover the shipping costs for the return and send you the correct product.
• Product not delivered: In case of non-delivery, contact us to initiate an investigation with the courier. If the product is not located, you will receive a full refund or a replacement product.
• Order cancellation: You can cancel your order before shipment. If the order has already been shipped, you will need to follow the return procedure once you receive the product.

Policy for damaged or defective items
When you receive a damaged or defective item, contact our customer service within 24 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, offer a replacement or full refund.

Policy for undamaged items
If you change your mind, you can return the product unused and undamaged within 30 days. Make sure it is in its original packaging.

Deadlines

• Return deadline: Returns must be reported and shipped within 30 days of receiving the product.
• Return processing: After receiving and inspecting the returned item, we will process the refund within 7 days. You will receive a confirmation email.
• Refund conditions: The refund will be approved if the product is intact, unused, and in its original packaging. Refunds for defective or incorrectly delivered products will be approved after inspection.
• Refund period: After return approval, it takes up to 7 days to process the refund to the original payment method.
• Refund methods: Refunds are made using the original payment method used at the time of purchase.

Exceptions to the return policy.

The following products cannot be returned:

• Custom or tailored items.
• Hygiene products (e.g., socks, underwear), unless unopened and unused.
  
  

• Defective or damaged items: If your item arrives damaged or defective, please contact us within 24 hours.

  Wrong product: If you receive the wrong item, please contact us.

  Lost packages: If your package does not arrive within the estimated delivery time, please contact us so we can initiate an investigation with the shipping company.

  Return exclusions – hygiene products & electronic items

  For health and hygiene reasons, we cannot accept returns or exchanges for items intended for direct contact with the body. This includes (but is not limited to) underwear, oral hygiene items (such as toothbrushes, dental products), and other personal hygiene items.

  Electronic & battery products

  Please note that we cannot assume responsibility for damage or malfunctions to products containing batteries or electronic components after use.
  We recommend checking all products immediately after delivery to ensure they work properly. Unfortunately, we cannot accept responsibility for damage, defects, or malfunctions after the product has been used.

Shipping methods and costs

• Shipping method: DHL + Track & Trace
• Return shipping destination: China. Your order must be returned to our partner in China.
• Estimated return cost: €15 - €25.

This policy does not affect applicable legal rights.

Cancellation conditions

We accept order cancellations within 24 hours of submission, provided the product has not yet been shipped or produced. In case of cancellation, you will receive a full refund. We cannot cancel an order if the product has already been shipped.

After 24 hours, it will no longer be possible to cancel and you will need to follow our return procedure.

Questions?
Visit our FAQ contact our customer service.

Contact details:

• Trade name: Falentia
• Email:  support@falentia.com
• Frequently asked questions: See here
  
• Order tracking: Click here
  
• Questions for us? Contact us

Opening hours:
Monday - Friday: 09:00 - 18:00 uur
Saturday and Sunday: 11:00 AM - 5:00 PM

We will respond to your request within 24 hours.