Refund policy

RETURNS AND REFUNDS

This page explains how to return a product and how refunds work. For any request, please contact commercialeitalia@carcos.com, telephone 0471 379048.

1. Right of withdrawal (consumer customers)
If you buy as a consumer, i.e. as a natural person acting for purposes outside your business or professional activity, you have the right to return the products within 14 days of receipt, without giving any reason and without penalty.

How to proceed

1. Write to commercialeitalia@carcos.com within 14 days of delivery, stating the order number, the products to be returned and the details for the refund.
2. We will confirm the return authorisation and the shipping address.
3. Ship the goods within 14 days of your notice of withdrawal.

Condition of returned goods
Products must be returned intact, unused, unwashed, not customised, complete with all parts, accessories, labels and tags, and in their original packaging. Goods that are damaged or missing original items may result in a refund reduced in proportion to the loss of value.

Costs
Return shipping costs are borne by the customer. The risk of return transport remains with the customer until delivery at our premises: we recommend a tracked shipment.

Refund
The refund covers the price of the products and any standard delivery costs paid at the time of purchase, and is made within 14 days of receipt of the notice of withdrawal, using the same means of payment used for the order, unless otherwise agreed. We may withhold the refund until we have received the goods or until you have provided proof that they have been sent.

2. Exclusions from the right of withdrawal
The right of withdrawal does not apply to:

• customised products with embroidery, print, logo application or other processing carried out at the customer's request, as these are goods made to the customer's specifications (art. 59, paragraph 1, letter c) of Legislative Decree 206/2005);
• sealed products which are not suitable for return for hygiene reasons, if unsealed after delivery (art. 59, paragraph 1, letter e));
• purchases made by VAT-registered parties in the course of their business, to whom the protections reserved for consumers do not apply.

Even outside the cases of withdrawal, we assess requests for returns or size exchanges case by case: contact us and we will look for a solution.

3. Defective or non-conforming products
If the product received is defective, damaged or different from the one ordered, you are entitled to repair, replacement or, where applicable, a price reduction or termination of the contract, pursuant to articles 128 et seq. of Legislative Decree 206/2005.

The legal guarantee of conformity lasts 24 months from delivery for consumers and 12 months for purchases made with a VAT number (art. 1495 of the Italian Civil Code).

Write to commercialeitalia@carcos.com quoting the order number and attaching some photographs of the defect. If the defect is confirmed, the return and redelivery costs are borne by us.

4. Goods damaged in transit
On delivery, check that the number of parcels matches the transport document and that the packaging is intact. If parcels are damaged or tampered with, sign the courier's receipt adding the wording “accepted with reservation” and notify us within 3 days.

Signing without reservation makes it difficult to obtain compensation from the carrier: it is the most important step to protect yourself.

5. Ordering errors
If you have ordered the wrong item or the wrong size, contact us as soon as possible: if the order has not yet been processed, we can change or cancel it free of charge.

6. Returns address
Returns must be sent, subject to prior authorisation, to:
CARCOS GROUP S.r.l. – Via Luigi Galvani 26 – 39100 Bolzano (BZ)

We do not accept returns sent carriage forward (freight collect) or without prior authorisation.

7. Disputes
If you cannot find a satisfactory solution, as a European consumer you can use the European Commission's online dispute resolution platform: https://ec.europa.eu/consumers/odr/.