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RETURN POLICY

In accordance with the provisions of European Directive 2011/83/EU on consumer rights, the customer has the right to withdraw from the purchase made within a maximum period of 14 days from the date on which the product was delivered.

For any questions regarding returns or guarantees, please contact us by email at info@pilgio.com

Conditions required to make a return

The returned product must be intact and in the same original condition in which it was received, without any signs of wear, alterations, or damage of any kind. The product must be returned no later than 14 days after the customer explicitly communicates their intention to exercise their right of withdrawal. The refund will include the full amount originally paid for the product, including any initial shipping costs. However, the costs incurred for returning the product are the sole responsibility of the customer.

Exceptions to the right of withdrawal

Pursuant to Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to custom-made or clearly personalized products. Therefore, personalized handcrafted jewelry (e.g., with engravings or specific customer requests) is excluded from the return policy.

SPECIFICALLY

This policy governs the returns of products purchased on www.pilgio.com and is drafted pursuant to Legislative Decree 206/2005 (Consumer Code) as amended by Legislative Decree 21/2014, which implements Directive 2011/83/EU.

1. Right of withdrawal (articles 52-59 of the Consumer Code)

The consumer customer can withdraw, without penalty and without indicating the reason, within 14 (calendar days):

  • from the day on which he or a third party designated by him (other than the carrier) acquires physical possession of the goods;

  • in case of multiple deliveries of a single order, from the last good delivered.

Privacy Policy - The Basics

Within the above deadline, the Customer must send Pilgiò an explicit declaration (email to info@pilgio.com or certified email if available) or the standard withdrawal form referred to in Annex I, Part B, of the Consumer Code.

Pilgiò will promptly send a confirmation of receipt on a durable medium.

Privacy Policy - The Basics

Having said that, a privacy policy is a statement that discloses some or all of the ways a website collects, uses, discloses, processes, and manages the data of its visitors and customers. It usually also includes a statement regarding the website's commitment to protecting its visitors' or customers' privacy, and an explanation about the different mechanisms the website is implementing in order to protect privacy.
 
Different jurisdictions have different legal obligations of what must be included in a Privacy Policy. You are responsible to make sure you are following the relevant legislation to your activities and location.

4. Shipping costs

  • Return costs: to be paid by the Customer, who will choose a traceable and insured carrier.

  • Original delivery costs: Pilgiò will refund those corresponding to the least expensive standard shipping method offered (art. 56 §2).

5. Refund

Pilgiò will refund all payments received (price + standard shipping costs) within 14 days of being informed of your decision to withdraw. The refund may be withheld until the goods are received or the Customer demonstrates having shipped them (Article 56, Section 3). Refunds will be made using the same payment method used for the purchase, unless otherwise agreed.

6. Exceptions (art. 59 Consumer Code)

The right of withdrawal does not apply to:

  • goods made to measure or clearly personalized (e.g. jewelry with engravings, dimensions or stones requested by the Customer);

  • Sealed items that are not suitable for return for hygiene reasons if opened after delivery (e.g. earrings, if the hygiene seal has been removed).

7. Legal guarantee of conformity

The Customer's rights to the 24-month legal warranty for defective or non-conforming products remain unaffected (Articles 128–135-septies of the Italian Consumer Code).

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