Refund policy

Right of Withdrawal
Pursuant to Art. 49, paragraph 4 of Legislative Decree 206/2005 (Consumer Code), the Consumer has the right to withdraw from the contract, without penalty and without specifying a reason, within 14 days from the day on which they or a third party designated by them, other than the carrier, takes physical possession of the goods or, in the case of multiple goods delivered separately under a single order, from the day on which they take possession of the last item.

How to Exercise the Right

  • The Consumer must notify their decision to withdraw by means of an explicit statement sent to info@civiconove.com or by registered mail (A/R) within 14 days.

  • Within 14 days of sending the withdrawal notice, the Consumer must return the products to the Seller in accordance with the terms and conditions below.

  • The Seller will refund all payments received, including standard delivery costs (excluding any additional costs resulting from the Consumer’s choice of a delivery method other than the least expensive standard option), without undue delay and in any event no later than 14 days from the day the Seller receives the withdrawal notice. Refunds will be made using the same payment method used by the Consumer, unless the Consumer requests otherwise—in which case any additional costs will be borne by the Consumer. The Seller may withhold the refund until it has received the returned goods or until the Consumer provides evidence of having shipped them, whichever occurs first.

  • Consumers purchasing with a VAT number are not entitled to the right of withdrawal.

Return Conditions

  • Products must be returned intact, unused, unwashed, free of stains or damage, and in their original packaging, complete with all accessories, documents, and packaging.

  • To protect the original packaging, it is recommended to place it inside a secondary outer box clearly marked with the Seller’s address.

  • All original labels and tags must remain attached; do not affix tape or labels directly to the original packaging.

  • The Seller reserves the right to verify compliance with these conditions; non‑compliant returns will neither be accepted nor refunded.

Returns During Promotions
For purchases made during promotions or sales, the Consumer may return goods under the same terms and conditions described above.

Product Replacement
As an alternative to withdrawal, the Consumer may request replacement of the item with another of equal or greater value, thereby waiving the right to a refund. If the replacement item has a higher price than the original, the Consumer must pay the price difference at the time of the replacement request, using the payment methods specified.