Return & Refund Policy

• Returns accepted for 30 days after delivery of your order
• Returns processed within 7 business days of receipt
• Customer provides return shipping
• No restocking fee for pre-authorised returns (submit a return request by clicking here)
• To request a return, submit a request by clicking here or send an email to support@sanroccoitalia.com

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase has been delivered, unfortunately, we can’t offer you a refund or exchange. Returns are inspected and processed within 7 business days of receipt.

PLEASE CONTACT US BEFORE SHIPPING ANY RETURNS BY POST. Use this link to log in to your account and submit a return request: https://shopify.com/11968118865/account or send an email to support@sanroccoitalia.com. This is to ensure you have the correct details for your particular situation. San Rocco Italia reserves the right to refuse returns that are unauthorised and to return them to the sender. If an unauthorised return is accepted, San Rocco Italia will deduct a minimum of 30% as an administrative/re-stocking fee, and the refund may be issued in the form of store credit. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Products returned with a damaged or incomplete hang tag label, with the string on the hang tag cut, or without the hang tag label attached, as well as used, damaged, or incomplete products will not be refunded. 

Several types of goods, as listed below, are exempt from being returned. Additionally, the consumer expressly agrees that, in compliance with Article 59, paragraph 1, letter a) of the Italian Consumer Code, any extra charge paid for the additional packaging service (gift wrap) will not be reimbursed if the consumer exercises the right of withdrawal.

Additional non-returnable and non-refundable items:

• Gift cards 
• Downloadable software products and eBooks
• Some health and personal care items
• Face coverings, such as but not limited to, masks or neck gaiters
• Personalised or engraved goods, unless defective or due to our error
• Items purchased from our Outlet selection
• Gift wrap
• Seasonal items
• Donations and contributions
  

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, that is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please be aware that while we process refunds immediately upon approval, they may take up to 14 days to appear in your account depending on your bank or credit card company's policy. San Rocco Italia guarantees the refund with the exception of shipping costs, import duties and local taxes.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@sanroccoitalia.com.

Sale items (if applicable)

Only regularly priced items are eligible for refunds. Unfortunately, items purchased on sale cannot be refunded. 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange an item you have ordered for the same item, send us an email at support@sanroccoitalia.com for instructions and send your item to: San Rocco Italia, Case Sparse La Costa Busatica, 2, 54026 Mulazzo (MS), Italy. 

Cancellation

An order cannot be amended or cancelled once it has been placed. This includes swapping products, changing your delivery address, and changing payment methods. We process orders immediately upon receipt to ensure they are shipped as quickly as possible, which is why they cannot be amended or cancelled once the order is confirmed. You can always return any unwanted orders to us for a refund in accordance with the terms of this return and refund policy.

Missing, damaged, or faulty items (if applicable)

If an item is missing, or if it’s damaged or faulty, we are happy to work with you to resolve the issue. To be eligible for an exchange or replacement, you must notify us via email to support@sanroccoitalia.com within 48 hours of delivery accompanied by photos or video and an explanation of the problem. In the case of a faulty item, we will arrange collection and repair or replace your product. If an item arrives damaged, we ask that you please send us photos of the damaged item as well as photos of the outer packaging. This will allow us to follow up on the issue with both the warehouse and the carrier.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver who then find out about your return.

Wrong address, not received, unclaimed, refused, or stolen orders

San Rocco Italia is not responsible for lost orders due to an incorrect or incomplete address provided by the customer, (this includes wrong apt/house number, wrong street, incomplete address information, etc.). San Rocco Italia is not responsible for unclaimed or refused orders.  Please contact the mail carrier with your full name and tracking number.

If an order is returned to San Rocco Italia by the carrier due to an incorrect address provided by the customer or because it is unclaimed or refused by the customer, the customer shall bear the return shipping costs as well as the costs to re-ship their order in addition to any fees charged by customs, or the return shipping costs and a re-stocking fee, in addition to any fees charged by customs, will be deducted from any refund or store credit, should the order be eligible for a refund or store credit.

If a customer does not claim their order or refuses delivery, San Rocco Italia reserves the right to have the parcel(s) destroyed, in which case the customer will not receive any refund whatsoever. Moreover, San Rocco Italia is not responsible if an unclaimed order is returned by the carrier, but we do not receive such returned order because has been lost in transit. In such a case, the customer will not receive any refund whatsoever.

Shipping

To return your product, please send it to the following address:

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

You will be responsible for paying for your own shipping costs and any customs duties or taxes for returning your item. Shipping costs, taxes and customs duties are non-refundable. If you receive a refund, the cost of return shipping and any taxes and customs duties will be deducted from your refund. We do not accept returns sent to any address other than the one listed above.

If you are shipping an item over €75, we strongly recommend using a trackable shipping service and purchasing shipping insurance. We do not guarantee that we will receive your returned item, and we cannot issue a refund, exchange or store credit for items that do not arrive at our return facility.

The time it takes for an exchanged or returned product to reach us may vary depending on your location and the shipping method you choose.

Proper packaging 

The customer is responsible for properly packaging their return to ensure that the goods are not damaged in transit.

Damaged or non-resellable goods 

If the returned goods are received in a damaged or non-resellable condition due to improper packaging, the refund amount will reflect the diminished value of the goods. Depending on the extent of the damage, up to 100% of the item's value may be deducted from any refund.