Refund policy
In accordance with the provisions of articles 52 and following of the Italian Consumer Code (Legislative Decree No. 206 of 2005), the customer enjoys the right of withdrawal.
The customer must then return the delivered items following the various stages of the procedure indicated by the Company, described on the Site and in the context of which all the costs of returning the items are borne by the Company or through the means of his choice and at his expense. In this case it is recommended to keep the proof of return, which assumes that the items are returned by the customer by registered shipping, or by any other means with a certain date.
In any case, the return of the delivered items must be made:
- within a period of fifteen (15) days from the exercise of your right;
- in their original packaging, in perfect condition, such as to allow the Company to put them back on sale, unused and accompanied by all the accessories and documents provided (instructions, guarantee, certificate of authenticity, etc.) as well as a copy of the invoice attached to the items delivered.
The refund of the returned items will take place, by crediting the customer's account, within fourteen (14) days of receipt by the Company of said items. The return of any customized, retouched, damaged, used, incomplete or dirty product will void the right to a refund.
In accordance with Article 59, paragraph 1, letter c) of the Italian Consumer Code (Legislative Decree 206/2005) and Article 16(c) of the EU Directive 2011/83/EU, the right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalized.
The Customer acknowledges and agrees that the purchase of a GUIDI item customized at the Customer’s explicit request — including, by way of example and without limitation, the application of additional soles and/or specific structural modifications — results in the loss of the right of withdrawal provided for under Article 52 of the Italian Consumer Code.
Accordingly, once the production of the customized product has commenced, or once the product has been shipped, it will no longer be possible to exercise the right of withdrawal, obtain a refund of the purchase price, or request a replacement of the product for reasons related to change of mind, incorrect selection, or any other reason not attributable to defects in conformity.
Nothing in this provision shall affect the consumer’s statutory rights under applicable laws governing the legal guarantee of conformity, in relation to defective products or products that do not conform to the order placed.
For orders placed in pre-order mode, please note that production begins shortly after the order is confirmed. In the event that a customer requests a cancellation while the item is still in the production phase, a service fee equal to 30% of the total order value will be retained. The remaining 70% will be refunded to the customer.
In all other cases, such as returns of delivered goods or cancellation of orders for items that are already produced and available in stock, a full refund of 100% will be issued, in accordance with the applicable return terms and conditions.