Refund policy

Note on the Governing Language

EN: This policy is originally drafted in Italian. We have taken the utmost care in translating this document into other languages to make it as clear and accessible as possible. However, in the event of any discrepancy, ambiguity, or conflict, the Italian version shall prevail and will be considered the sole legally binding version. The original Italian version can be consulted on this page: Italian Version.
For any questions or requests for clarification, please feel free to contact us.

Policy on Returns, Refunds, and Right of Withdrawal

Last updated: August 31, 2025

This policy describes the policies and procedures for managing returns and for exercising the right of withdrawal. Please read it carefully.

 

Procedure to Initiate a Return or Exercise the Right of Withdrawal

 

To start the procedure, you must communicate your intention by sending an email to: admin@takemehomeit.com

The communication must include the order number and the reason for the request.

  • Timelines (Italy and EU Countries): To exercise the right of withdrawal, the communication must be sent within 14 calendar days from the day you received the product.
  • Timelines (Non-EU Countries, including the United Kingdom): For a return request due to a non-conforming product, our policy requires that the communication be sent within 5 days of receiving the goods. This deadline applies only if local consumer protection legislation does not provide for more favorable conditions, in which case the local regulations will always prevail.

Once the request is approved, you will receive instructions on how to proceed. The address for all returns is: Via Toscanini, 44, 45018, Porto Tolle (RO), 45018, Italy

Important note: Items sent back without a prior authorized return request will not be accepted. The package will be refused and returned to the sender at their expense.

 

Definition of "Receipt of Goods"

 

For the purposes of this policy, the "day of receipt of the goods" is defined as the date on which the package is delivered to the shipping address specified by the customer. This date is confirmed by the signature for delivery recorded on the carrier's terminal or documentation.

The signature may be that of the recipient customer or any other person authorized to receive the package at that address, including, but not limited to: family members, cohabitants, work colleagues (for office deliveries), concierge staff, neighbors, or other delegates present at the address.

All deadlines for exercising the right of withdrawal and for reporting non-conformity begin from this moment, regardless of the date on which the customer physically takes possession of the item.

 

General Provisions Applicable to All Returns

 

  • Nature of Products: Given the predominantly unique nature of the products offered, replacements are not possible. We will only proceed with returns for non-conformity or the exercise of the right of withdrawal.
  • Condition of Products for Return: To be eligible for a refund, products must be returned in the same condition in which they were received, which corresponds to the condition photographically documented in the original sales listing. This means that, unless damaged during the initial transport, items must be intact, unused, unaltered, and in the same condition as they were at the time of shipment.
  • Return Shipping: The shipping costs and arrangements for the return are the full responsibility and expense of the customer. It is your responsibility to ensure adequate packaging. Any damage due to improper packaging will be deducted from the refund. We strongly recommend using an insured and trackable shipping service.
  • Return Shipping Timeline: Once you receive return authorization from us, the customer is required to ship the package within 7 days.
  • Refund Method: The refund will be issued using the same payment method chosen by the customer for the initial purchase, net of any deductions as specified in this policy.

 

1. Italy and European Union Countries

 

  • Right of Withdrawal: You have the right to withdraw from the contract within 14 calendar days of receiving the goods.
  • Return Costs: The shipping costs for the return are at your expense.
  • Refund: The cost of the product and the initial shipping costs will be refunded (excluding supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us). The refund of initial shipping costs is not provided in the case of a partial withdrawal (return of one or more items from an order containing others).

 

2. Non-EU Countries (including the United Kingdom)

 

  • Return Costs: The shipping costs for the return are at your expense.
  • Refund:
    • Only the cost of the product will be refunded. Initial shipping costs are non-refundable.
    • Recovery of Taxes and Duties: Please be informed that customs taxes and duties paid by you upon importation are not refundable by us. We advise you to contact your shipping service, local customs office, or a customs consultant to inquire about possible ways to recover these amounts.
    • Deduction of Re-importation Costs: Any costs charged to us for the return of your item (e.g., import duties, VAT, administrative costs for customs procedures, or other taxes) will be fully deducted from the final refund amount. Such charges may be applied by customs authorities even if the return documentation is correctly completed by the customer. The refund will be issued within 30 working days to allow for the precise calculation of these expenses.
  • Customs Instructions: To reduce the risk of customs charges being applied upon return, you are required to mark the package as "Reso" / "RETURN - RETURNED GOODS", following the methods indicated by your carrier or customs office.

 

3. Specific Conditions

 

  • Products Sold in Sets:
    • Right of Withdrawal and Return: Can only be exercised on the entire set.
    • Damaged/Non-Conforming Product: The refund will be proportional to the value of the individual damaged pieces.
  • Customer's Obligations upon Receiving the Parcel:
    • Damaged or Tampered Parcel: If the package appears damaged, accept the delivery by signing with "subject to inspection" and specifying the reason (e.g., "wet package"). This procedure is essential to be able to file claims against the carrier.
    • Weight Check (Non-EU Countries): We ask you to verify that the weight of the package corresponds to that indicated in the documents, with a tolerance of 0.3 kg.
    • Weight Check (EU Countries): It is strongly recommended to perform the weight check to expedite any refund procedures.
    • Video Documentation of Opening: For a quick and positive resolution of claims for missing or damaged goods, you must provide clear video evidence (a continuous, uncut video of the opening of the sealed package) that unequivocally demonstrates the problem. For customers in EU countries, this procedure is strongly recommended to speed up the handling of any claims; for customers in non-EU countries, it is considered a necessary requirement for the validation of the claim.
  • Failure to Collect the Shipment: This is considered a contractual breach. All costs incurred will be deducted from the refund: initial shipping, return shipping, and any customs charges. The refund will be processed within 45 working days.
  • Delivery Delays: Delays of less than 20 working days for EU shipments and 40 working days for non-EU shipments (calculated from the sum of the maximum processing and delivery times) do not entitle to a refund.
  • Parcel Lost or Damaged by the Carrier: Two cases are distinguished:
    • Loss: In case of loss officially declared by the carrier: if the entire package (or the entire shipment in case of multiple parcels) is lost, you will be entitled to a full refund of the order. If the shipment consists of multiple parcels and the loss is partial (concerns only some of the parcels), a proportional refund will be processed, calculated based on the value of the items contained exclusively in the lost parcel(s). The refund will be issued within 10 working days of the official communication.
    • Damage: In case of damage to the contents, declared by the carrier and proven by the required documentation (e.g., signature with reservation), a proportional refund will be processed. The amount will be calculated based on the value of the fraction of items actually damaged and will be issued within 10 working days.