Returns and cancellations

Below is a summary of the conditions of return and cancellation, for more details please refer to paragraphs 7) and 8) of our Terms and Terms and conditions of Purchase.

Order return

The customer has the right to return an order within 14 days from the date of delivery, within these days the customer must inform ItalianGres in writing (email or WhatsApp) enclosing photos of the material received which must be returned intact, fully packed in its original packaging. Once the return has been made, the total amount of the order will be refunded, including delivery costs, while transport costs for the return of the material will be borne by the Customer.

To return the goods, the customer has two options:

• Send the goods back by himself to our premises within 14 days from the day he expressed his wish to return them, the address to which the return should be sent is: ItalianGres S.R.L. via Ferrari 27 (I110) 41043 Formigine (MO) Italy
• Ask ItalianGres for the return collection service, the cost of which is calculated at the time of the request, normally proportional to the cost incurred for the outward shipment. In this case the corresponding amount is deducted from the refund due to the customer.

The refund is made via the initial payment method, within 14 days of receipt of the returned material.

Order cancellation

The customer may only cancel the order at no additional cost if the order has not yet been prepared and entrusted to a carrier, thus receiving a full refund. If, on the other hand, the order has already been prepared and entrusted to the carrier, the customer will receive one of the following emails with the Subject: 'Awaiting Pickup', 'Picked Up and Shipped' or 'Shipped'. From this moment on, the order can no longer be cancelled as the shipping process cannot be interrupted and the material will still be delivered. If you no longer wish to receive the goods, you will have to carry out the Return procedure indicated above.

Products exchange

The customer may request an exchange of goods within 14 days from the date of delivery, in which case you must contact ItalianGres in writing via email or Whatsapp and you will be contacted by one of our managers who, having ascertained the feasibility, will guide you through the procedure. The choice of replacement material will then be made, availability will be ascertained, and any differences in material price and transport costs will be calculated. Once an agreement is reached between the parties, ItalianGres will handle the return of the goods and the new shipment of the material.

For any further questions, please contact our customer service.