Refund policy

1. Scope

This policy applies to online purchases from MACONDO, a brand owned and operated by IMPACT S.r.l. (VAT IT09444650965, SDI RH57C5O, PEC impactsrl@sicurezzapostale.it).
Registered office: Via Luigi Alamanni 16, 2/3 – 20141 Milano, Italy. Customer service: ecomspecialist@macondostore.com.

2. Right of withdrawal

Consumers may withdraw within 14 days of receiving the goods, without giving any reason. The period expires 14 days after you (or a third party other than the carrier) acquire physical possession of the goods.

3. How to exercise the right

Send an unequivocal statement by email to ecomspecialist@macondostore.com before the 14-day period ends, including your order number and items to be returned.

4. Return of goods

Send back the goods without undue delay and in any event within 14 days from your withdrawal notice. Use a tracked courier and keep proof of shipment. We recommend using the same carrier used for delivery. Standard delivery times for replacements/exchanges: 1–4 business days (Italy) and 1–6 business days (EU/UK/International).

5. Return costs

All return shipping costs are borne by the customer, unless otherwise agreed. We are not responsible for lost or damaged return parcels.

6. Condition of goods

Goods must be returned in original condition, unused, with tags and original packaging. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods.

7. Refunds

Refunds are issued within 14 days from the day we are informed of your withdrawal. We may withhold the refund until receipt of the goods or proof of return, whichever occurs first. Refunds use the original payment method and include the standard delivery cost of the initial order (express/premium surcharges excluded).

8. Exceptions

The right of withdrawal does not apply to:

  • customised or personalised items;
  • sealed items not suitable for return for health or hygiene reasons, if unsealed after delivery;
  • goods liable to deteriorate or expire quickly;
  • goods inseparably mixed with other items after delivery.

9. Faulty or incorrect items

If you receive faulty/damaged or incorrect goods, contact ecomspecialist@macondostore.com promptly with details and photos. Statutory rights remain unaffected.

10. International returns

For returns from outside the EU, you are responsible for duties, taxes and formalities. Mark parcels “RETURNED GOODS – NO COMMERCIAL VALUE”.

11. Contacts

Customer service: ecomspecialist@macondostore.com