Refund policy

# Return & Refund Policy

We want you to be fully satisfied with your purchase. Please review our return and refund terms below.

## General Policy

You may return most items within 14 days of delivery, in line with the European Union cooling-off period. Items must be unused, in original condition, with tags and packaging, and accompanied by proof of purchase. Refunds are issued to your original payment method once your return is received and inspected.

## Right of Withdrawal (EU Customers)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.

To make this easy, you can exercise this right directly through our **withdrawal button**, available in the footer of our website — no account login required. The process takes two steps: you submit the withdrawal request with your name and order details, then confirm it. You will automatically receive confirmation of your withdrawal request by email.

You can also exercise this right by contacting us at storeonline@cinelli-milano.com with a clear statement of your decision to withdraw. After you withdraw, please return the goods to the address under "How to Return" below. This right of withdrawal is separate from, and in addition to, our general return terms.

## Damaged, Defective, or Wrong Items

Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately at storeonline@cinelli-milano.com. Returns due to our error are free of charge—we will arrange collection and provide instructions.

## Non-Returnable Items

We cannot accept returns on:

* Sale items or gift cards
* Custom or personalized products
* Perishable goods (such as food, flowers, plants)
* Personal care items (such as cosmetics or beauty products)
* Hazardous materials, flammable liquids, or gases

## Exchanges

To exchange an item, please return it for a refund and place a new order.

## Refunds

You'll be notified once your return is processed. Approved refunds are issued within 10 business days. Banks or card issuers may take additional time to post the refund. If you haven't received your refund within 15 business days, please contact us. Gift vouchers are non-refundable.

## How to Return

**EU customers exercising the right of withdrawal:** use the **withdrawal button** in our website footer (no login required), or email us at storeonline@cinelli-milano.com.

**All other returns:** log in to your account and go to "Order History and Details," or start directly via the [START MY RETURN](https://shopify.com/72616214811/account) link. Have your email address and order details ready.

Returns must be shipped to:

GRUPPO SRL – Div. Cinelli
Via P. Gobetti 4bis
20049 Caleppio di Settala (Milano), Italia
E-mail: storeonline@cinelli-milano.com

## Product Categories

* **Apparel, Accessories, Components, and Spare Parts:** Customers pay return shipping (unless the item is defective/damaged). Refunds are issued if the product is unused, undamaged, and in original packaging.
* **Complete Bicycles and Frames:** Returnable within 14 days of delivery only, unused and in new condition. Customers pay return shipping. Returns received after 14 days, or items damaged due to poor packaging, are not eligible for refund or exchange.

## Refused Shipments and Returns Due to Unpaid Duties

If a shipment is refused at delivery, or is returned to us because the customer has not paid the required customs duties or import fees, the following applies:

* We will attempt to contact the customer to give them the option to pay the duties and accept delivery before the parcel is returned. We will wait a reasonable period for a response before authorising the carrier to return the goods.
* Once a parcel is returned to us, the following costs will be deducted from the order refund:
  * Return shipping charges
  * Customs holding, clearance, and administrative fees charged by the carrier (e.g. FedEx ancillary clearance service fees)
  * Any duties, VAT, or stamp duty incurred by Cinelli Milano on the return leg
  * Original outbound shipping cost, if the order qualified for free shipping
* If these costs equal or exceed the value of the order, no refund will be issued.
* The product itself will be refunded only once it has been received back at our warehouse and inspected.

This policy does not limit or affect your statutory right of withdrawal under EU consumer law for orders placed within the European Union. Where any term above conflicts with that statutory right, the statutory right prevails.

## Questions?

If you have any concerns about your order or return, please contact us through our contact form or email us at storeonline@cinelli-milano.com.