Returns & Refunds

Simple, transparent and fair.

If something isn't right, we'll do our best to make it right. We believe every customer deserves a clear and straightforward return experience.

Last updated: June 2026

1. Our Return Policy

We want you to be delighted with your purchase.

If you are not completely satisfied, you may request a return in accordance with the conditions outlined below and the applicable consumer protection laws.

2. Right of Withdrawal

If you are purchasing as a consumer within the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, except where legal exceptions apply.

To exercise your right of withdrawal, please contact us before returning any item.

3. Return Eligibility

Returned products must:

• Be unused and in their original condition
• Be returned in the original packaging whenever possible
• Include all accessories and accompanying materials
• Be returned within the applicable return period

We reserve the right to refuse returns that do not meet these conditions.

4. Non-Returnable Items

Unless required by law, the following products are generally not eligible for return:

• Digital downloads after access has been provided
• Personalised or custom-made products
• Gift cards (if applicable)
• Opened or used personal care products, including soaps, where hygiene regulations prevent resale

5. Damaged or Incorrect Orders

If your order arrives damaged, defective, or if you receive the wrong item, please contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item and its packaging

We will assess the situation and work with you to provide a replacement, refund, or another suitable solution where appropriate.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If your return is approved, your refund will be processed using your original payment method.

Please note that your payment provider may require additional time before the refund appears in your account.

7. Return Shipping

Unless the return is due to our error or a defective product, customers are responsible for return shipping costs.

We recommend using a tracked shipping service for valuable items, as we cannot guarantee receipt of returns sent without tracking.

8. Exchanges

At this time, we do not offer direct exchanges through our website.

If you wish to receive a different item, we recommend placing a new order after your return has been processed.

9. Digital Products

Due to the nature of digital content, digital downloads are generally non-refundable once access has been granted, except where required by applicable consumer protection laws.

If you experience technical issues accessing your purchase, please contact us and we will be happy to assist you.

10. Contact Us

If you have any questions about returns or refunds, please contact us.

Retro Italy
Rome, Italy
Email: ciao@retroitaly.com
Certified Email (PEC): retroitaly@pec.it
We aim to respond within 2–3 business days.