Last updated: October 27, 2026

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 Giuseppe Ripamonti 66 – 20141 Milano, Italy. Customer service: online@macondostore.com – +39 045 206 6298.

2. Right of withdrawal

If you are a consumer, you may withdraw from your purchase within 14 days of receiving the goods, without giving any reason (Articles 52 et seq. of the Italian Consumer Code, Legislative Decree 206/2005). The period expires 14 days after you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. If an order is delivered in several parcels, the period starts from the delivery of the last parcel. The right of withdrawal also applies to items bought on sale.

3. How to withdraw

Use our online withdrawal function: Withdraw from contract here. Enter your name, email, order number and the items you are returning, then press “Confirm withdrawal”. You can also send us a clear statement of your decision by email to online@macondostore.com, using the model withdrawal form at the end of this page if you wish (it is not obligatory).

To meet the deadline, it is sufficient to send your withdrawal before the 14-day period expires. We will confirm receipt by email without delay, stating the content of your withdrawal and the date and time we received it, and send you the return instructions.

4. Return of goods

Send back the goods without undue delay and in any event within 14 days from your withdrawal notice, to:
MACONDO Verona, Galleria Pellicciai 5, 37121 Verona (VR), Italy.

Use a tracked courier and keep proof of shipment. Replacements and exchanges ship within 24 hours of approval, with delivery in 1–2 business days (Italy), 2–3 business days (EU & Switzerland) and 3–5 business days (UK & International).

5. Return costs

The direct cost of returning the goods is borne by the customer, unless the item is faulty or incorrect. We recommend a tracked and insured service, so that the parcel can be traced if it is lost or damaged in transit.

6. Condition of goods

Please return the goods in their original condition, unused, with tags and original packaging. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

7. Refunds

We refund all payments received from you, including the standard delivery cost of the initial order (express or premium surcharges excluded), within 14 days from the day we are informed of your withdrawal. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier. Refunds are made using the same payment method you used for the original purchase, at no cost to you.

8. Exceptions

The right of withdrawal does not apply to:

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

9. Legal guarantee of conformity

All products are covered by the legal guarantee of conformity provided by Articles 128–135-septies of the Italian Consumer Code. IMPACT S.r.l. is liable for any lack of conformity that becomes apparent within 2 years of delivery. A defect that becomes apparent within 1 year of delivery is presumed to have existed at the time of delivery, unless proven otherwise.

In case of a lack of conformity you are entitled, free of charge, to have the item repaired or replaced or, where this is not possible or disproportionate, to a reduction in price or to terminate the contract. To use the legal guarantee, contact online@macondostore.com with your order number, a description of the issue and photos. The legal guarantee is separate from, and not affected by, any commercial guarantee offered by the brand.

10. Faulty or incorrect items

If you receive faulty, damaged or incorrect goods, contact online@macondostore.com promptly with details and photos. In these cases we cover the return costs. Your statutory rights remain unaffected.

11. International returns

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

12. Complaints

For any complaint, write to online@macondostore.com. If we cannot resolve it together, you may turn to an alternative dispute resolution (ADR) body, and you always keep the right to bring the matter before the competent court.

13. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: IMPACT S.r.l. – MACONDO, Galleria Pellicciai 5, 37121 Verona (VR), Italy – online@macondostore.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Order number:
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.