Terms & Conditions — Customer Policy (EU/Italy Compliant)

 

Summary 

• You can return your purchase within 14 days of delivery.  

• If we made the mistake (damaged, wrong, defective, or sent by mistake):

  • we refund the item and any accessories,

  • we refund original shipping costs, and

  • we cover return shipping costs. 

• If you return for personal reasons (changed your mind, wrong size, no longer wanted):

  • we refund the product price,

  • original shipping costs are not refunded, and

  • return shipping costs are your responsibility.  

• Exchanges: you pay all shipping both ways (back to us + replacement to you). 

• Start a return: email info@mostrillo.com with your order number, item, and reason.                                                                                                                                  

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We reply within 72 business hours with instructions.

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1) Mandatory EU/Italian Consumer Right (Right of Withdrawal)

If you purchased online (distance contract) or off‑premises,

EU/Italian law gives you a minimum 14‑day period (right of withdrawal) without giving a reason.  

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Key points:

• Time limit: generally 14 calendar days from the day you receive the goods (delivery).  

• Refund timing: the seller must refund within 14 days after being informed of your withdrawal,

        but may wait until goods are returned or you provide proof of return.  

• Return shipping cost (legal default): usually paid by the consumer, unless the seller agrees to pay or failed to inform you properly.  

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2) Our Returns Policy 

2.1 Return window

• You may return products within 14 days from the date of purchase. 

• After you receive return authorization instructions, you must ship the return within 14 days. 

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2.2 Who pays shipping and what gets refunded

a) If the return is due to our error (our responsibility)

This includes: damaged product, incorrect item, defective merchandise, shipping error, or any Company‑attributable mistake.        

This should be notified within 48hrs from delivery.
 

You will receive:  

• a refund for the item/accessories (as applicable), 

• a refund of shipping costs incurred / original shipping costs,  

• and return shipping costs covered by the Company (free return shipping). 

 

We may ask for photographic evidence before authorizing a defective/incorrect return.  

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b) If you return for any other reason (your choice)

Examples: changed your mind, no longer wanted. 
 

Then:  

• you receive a refund for the purchased item as described in our policy text, 

• original shipping costs are not refunded,  

• and return shipping costs are not refunded.  

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2.3 Important note about original shipping costs (even for full returns)

• Even for full returns, original shipping costs paid by the Company are not refunded, 

​       unless the entire order was incorrect or damaged due to a Company error.  

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3) Exchanges

• All exchange requests are entirely at the customer’s expense, including:

  • shipping to return the original item to our warehouse, and

  • shipping to send the replacement item to the customer. 

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4) How to Request a Return (Step‑by‑Step Checklist)

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Step 1 — Email us

Send an email to info@mostrillo.com with:

• order number,  

• product code and/or description (of the item you want to return),  

• reason for return,  

• preferred method of compensation/refund.  

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Step 2 — Wait for instructions

• Customer service will send a confirmation email within 72 business hours with return instructions.  

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Step 3 — Ship the return (on time)

• Ship the return within 14 days of receiving the return authorization instructions.  

• Return shipping is free only if the return is due to our error (using a courier selected by the customer). 

• Otherwise, you pay the return shipping. 

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5) Refunds (How they are issued)

• Refunds are processed after the returned products arrive at Mostrillo’s warehouse and pass inspection.  

• Refunds are issued using the same payment method used at purchase. 

• Refunds are issued in the same currency as the original transaction. 

• Exchange rate differences cannot be refunded.  

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6) Product Conditions & Packaging Rules (Non‑negotiable)

Returned products must:

• not be altered,  

• show no signs of use, 

• include all accessories,  

• be returned with the original packaging (integral part of the product).  

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The original box must:

• not be damaged,  

• not be altered,  

• not be used as the sole external shipping package.  

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All returns must be shipped inside the original packaging.  

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If a return is unauthorized or non‑compliant:

• it may be refused, and

• the merchandise will be returned to the sender at the original shipping address.  

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7) Defective / Incorrect / Shipping‑Error Items

If you receive defective merchandise or there is a shipping error due to Mostrillo:

• follow the same return procedure above,  

• we may request photos before approval,  

• if the issue is attributable to us, we cover return shipping costs. 

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8) Abuse / Excessive Returns

After prior notice, the Company may refuse future returns and cancel pending orders from customers who repeatedly generate excessive returns causing operational issues.  

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9) Contact Us

If you have questions or concerns regarding this Shipping & Returns Policy or your order, contact us through the support channels listed on our website (Contacts & Custom Orders)