{"id":31582,"date":"2026-09-09T06:58:57","date_gmt":"2026-09-09T06:58:57","guid":{"rendered":"https:\/\/sartoriaequestre.com\/returns-exchanges-refunds\/"},"modified":"2026-09-09T06:58:57","modified_gmt":"2026-09-09T06:58:57","slug":"returns-exchanges-refunds","status":"publish","type":"page","link":"https:\/\/sartoriaequestre.com\/en\/returns-exchanges-refunds\/","title":{"rendered":"Returns, Exchanges and Refunds"},"content":{"rendered":"\t\t
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WITHDRAWAL, RETURN, EXCHANGE AND REFUND: FOUR DIFFERENT THINGS<\/strong><\/p>

These terms are often used interchangeably, but they mean different things. Understanding the difference helps you know which rights you have, how long you have to exercise them and who bears the return costs.<\/p>

Withdrawal is the right to change your mind<\/strong><\/p>

Withdrawal is the right, reserved for consumers, to cancel a purchase within 14 days without giving any reason. There does not need to be anything wrong with the product: changing your mind is enough.<\/p>

Example: you ordered a blanket, you receive it, you try it on your horse and realise the colour does not convince you. You can withdraw, return the blanket and obtain a refund. The return costs are borne by you.<\/p>

A return is the physical shipment of the product back to us<\/strong><\/p>

A return is the practical operation of sending the product back. It is the consequence of a right you have exercised, not a right in itself.<\/p>

You may return a product because you have exercised your right of withdrawal, or because the product is faulty, or because we shipped you the wrong item. In each of these cases, the deadlines change and so does who pays for the return shipment.<\/p>

An exchange is a service we offer<\/strong><\/p>

Exchanges are not provided for by law: they are a commercial service we make available to make your life easier when you got the size wrong or would prefer another colour.<\/p>

Example: you ordered a blanket in size 155 and realise your horse needs a 165. Instead of withdrawing, being refunded and re-ordering, you send the item back to us and we ship you the correct size. The contract remains in force and the process is quicker.<\/p>

An exchange is always your choice: if you prefer a refund, you can exercise your right of withdrawal without any limitation.<\/p>

A refund is the return of your money<\/strong><\/p>

The refund is what you receive at the end of the procedure. It is not always the immediate outcome: for a faulty product, the law provides first for repair or replacement, and a refund applies only where these remedies are not possible or do not solve the problem.<\/p>

A practical example to tell them apart<\/strong><\/p>

You bought a riding jacket.<\/p>

If you try it on and do not like the fit, you are within withdrawal: you have 14 days, you send it back at your own expense and we refund the amount paid.<\/p>

If you like the jacket but the size is wrong, you can choose an exchange and avoid the double step of refund and new order.<\/p>

If, after three months, the zip breaks due to a manufacturing defect, you are no longer within withdrawal, because the 14 days have passed, but you are within the warranty: you have time to report it and the return shipment is at our expense.<\/p>

QUICK REFERENCE TABLE<\/strong><\/p>

Situation<\/th>What it is called<\/th>Deadline<\/th>Who pays for the return<\/th><\/tr><\/thead>
You changed your mind about the purchase<\/td>Withdrawal<\/td>14 days from delivery<\/td>The customer<\/td><\/tr>
You want another size or colour of the same item<\/td>Exchange<\/td>14 days from delivery<\/td>The customer for the return, the Seller for the replacement shipment<\/td><\/tr>
The product is faulty or non-conforming<\/td>Warranty<\/td>24 months from delivery for consumers, 12 months for VAT-registered buyers<\/td>The Seller<\/td><\/tr>
You received a product different from the one ordered<\/td>Seller error<\/td>Upon receipt<\/td>The Seller<\/td><\/tr>
The parcel arrived damaged<\/td>Transport damage<\/td>Upon receipt<\/td>The Seller<\/td><\/tr><\/tbody><\/table><\/div>

The following sections describe each situation in detail.<\/p>

WHERE TO SHIP YOUR RETURN<\/strong><\/p>

All returns and exchanges must be shipped to the following address:<\/p>

Sartoria Equestre S.r.l.<\/strong>
Via F.lli Bandiera 2
24048 Treviolo (BG), Italy<\/p>

Before shipping, please write to us at orders@sartoriaequestre.com indicating your order number and the reason for the return. Prior notice is required for all returns and exchanges: it allows us to identify the parcel on arrival and to speed up the handling of your case.<\/p>

We do not accept returns shipped carriage forward, i.e. with shipping costs charged to the recipient, except where the return costs are expressly borne by us and the shipping method has been agreed with us.<\/p>

RETURN FOR CHANGE OF MIND (RIGHT OF WITHDRAWAL)<\/strong><\/p>

If you are a consumer, you have 14 days from delivery to withdraw from the contract without giving any reason. The procedures for exercising withdrawal, including the online function “Withdraw from the contract here” available in your orders area, are described in the Withdrawal Notice published on this website, to which reference is made.<\/p>

After notifying your withdrawal, you have 14 days to return the products. The direct costs of returning the goods are borne by you.<\/p>

The product must be returned complete with all accessories, with tags and labels attached and, where possible, in its original packaging.<\/p>

You may try the product to establish its nature, characteristics and functioning, exactly as you would in a shop: this does not entail any reduction of your refund. Use going beyond such inspection may instead entail a deduction, according to the criteria described in the section “Return inspection and diminished value”.<\/p>

SIZE OR COLOUR EXCHANGE<\/strong><\/p>

If the item you received corresponds to your order but you would like a different size or another colour of the same model, you may request an exchange instead of withdrawing.<\/p>

The exchange is a commercial service we offer voluntarily: it does not replace the right of withdrawal, which remains available to you at any time within the statutory deadlines.<\/p>

Conditions<\/strong><\/p>

  • The request must be sent to orders@sartoriaequestre.com within 14 days of delivery, indicating the order number, the item to be exchanged and the desired size or colour.<\/li>
  • The item must be intact, not used beyond simple inspection, with tags and labels attached and, where possible, in its original packaging.<\/li>
  • The exchange concerns the same model in a different size or colour. To switch to a different model, you must exercise your right of withdrawal and place a new order.<\/li>
  • Only one exchange per item is allowed, subject to warehouse availability of the requested variant.<\/li>
  • If the requested variant is not available, we will inform you before the return shipment and, if you prefer, we will proceed with a full refund with no further steps on your part.<\/li><\/ul>

    Shipping costs<\/strong><\/p>

    The shipping costs for returning the item are borne by the customer. The costs of shipping the replacement item are borne by the Seller. There are no additional charges for handling the exchange.<\/p>

    Price differences<\/strong><\/p>

    If the requested variant has a different price from the original one, the difference is settled: we will ask you to pay the difference if the new item costs more, or we will refund the difference if it costs less. Settlement takes place before the replacement item is shipped.<\/p>

    Relationship with the right of withdrawal<\/strong><\/p>

    An exchange request neither suspends nor extends the 14-day period within which you may exercise your right of withdrawal, which continues to run from delivery of the original product.<\/p>

    If the exchange cannot be carried out because the requested variant is unavailable, we will proceed with a full refund even if the withdrawal period has meanwhile expired.<\/p>

    RETURN FOR FAULTY OR NON-CONFORMING PRODUCTS (WARRANTY)<\/strong><\/p>

    If the product has a conformity defect, meaning it does not correspond to its description, lacks the promised qualities or proves to be faulty, you are entitled to the warranty.<\/p>

    If you purchased as a consumer, the legal guarantee of conformity lasts 24 months from delivery.<\/p>

    If you purchased with a VAT number, in the course of a business or professional activity, the warranty lasts 12 months from delivery and the defect must be reported within eight days of its discovery.<\/p>

    The available remedies, the procedures for exercising them and all other details are described in the Terms and Conditions of Sale, to which reference is made.<\/p>

    The costs of returning a faulty product are borne by the Seller. Write to us at orders@sartoriaequestre.com attaching your order number and some photographs documenting the problem: we will tell you how to proceed and provide instructions for the return shipment at no cost to you.<\/p>

    RETURN FOR SELLER ERROR<\/strong><\/p>

    If you received a product different from the one you ordered, a size or colour different from those indicated in your order, or an item is missing, the responsibility is ours. Contact us at orders@sartoriaequestre.com attaching a photograph of what you received.<\/p>

    We will replace it with the correct product or issue a refund, according to your preference and warehouse availability. All shipping costs, both for the return and for the new dispatch, are borne by us.<\/p>

    PARCEL DAMAGED IN TRANSIT<\/strong><\/p>

    If your parcel is delivered visibly damaged or tampered with, we invite you to accept the delivery with reservation, noting it on the courier’s transport document, and to contact us as soon as possible attaching photographs of the packaging and its contents.<\/p>

    A written reservation at the time of delivery makes it easier to open a claim with the courier, but its absence does not deprive you of the rights the law grants you towards us.<\/p>

    We handle the checks and any compensation procedure: you do not need to take any action against the courier. We will replace the product or issue a refund, at no cost to you.<\/p>

    HOW TO PREPARE YOUR PARCEL<\/strong><\/p>

    • Use the original packaging where possible, or equivalent packaging capable of protecting the product during transport.<\/li>
    • Do not apply adhesive tape or labels directly to the product’s box: the box is part of the goods.<\/li>
    • Include a copy of the order confirmation in the parcel, or indicate the order number, so that we can match the return to your case.<\/li>
    • Keep the shipping receipt until the case is closed: it constitutes proof of dispatch.<\/li><\/ul>

      Any damage resulting from insufficient packaging affects the assessment described in the following section.<\/p>

      RETURN INSPECTION AND DIMINISHED VALUE<\/strong><\/p>

      Upon receipt of the return, our staff inspect the condition of the product and document it photographically. The inspection assesses any diminished value, meaning the loss of marketability resulting from handling other than that necessary to establish the nature, characteristics and functioning of the goods.<\/p>

      Simply trying the product, including visual inspection and verification of its characteristics, does not entail any deduction. The assessment criteria applied, divided into bands according to the condition of the goods on their return, are described in the Withdrawal Notice. You receive a copy of the photographic documentation and the details of the assessment applied.<\/p>

      Diminished value applies to returns for withdrawal. It does not apply to returns for faulty products, Seller error or transport damage, for which the refund is always in full.<\/p>

      In the case of an exchange, an item that proves to have been used beyond simple inspection cannot be accepted: we will inform you and agree together on how to proceed.<\/p>

      REFUNDS<\/strong><\/p>

      Refunds are issued without undue delay and in any case within 14 days from the moment we are informed of your decision, using the same means of payment used for the purchase, unless otherwise agreed with you. No charges apply to you for the execution of the refund.<\/p>

      In the event of withdrawal, we may withhold the refund until we have received the goods or until you have supplied evidence of having sent them back, whichever occurs first.<\/p>

      The refund includes the standard delivery costs paid at the time of purchase. If you chose a faster and more expensive delivery method than the standard one offered, the difference remains at your expense.<\/p>

      In the event of partial withdrawal, i.e. when you return only some items of an order, the refund covers the returned products and the delivery costs are not refunded.<\/p>

      The actual crediting times depend on the payment circuit used and may require a few additional working days after the date on which we issue the refund.<\/p>

      CONTACT<\/strong><\/p>

      For any request concerning returns, exchanges and refunds, you can write to orders@sartoriaequestre.com, indicating your order number. We will reply without undue delay.<\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-31582","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/sartoriaequestre.com\/en\/wp-json\/wp\/v2\/pages\/31582","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sartoriaequestre.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sartoriaequestre.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sartoriaequestre.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sartoriaequestre.com\/en\/wp-json\/wp\/v2\/comments?post=31582"}],"version-history":[{"count":0,"href":"https:\/\/sartoriaequestre.com\/en\/wp-json\/wp\/v2\/pages\/31582\/revisions"}],"wp:attachment":[{"href":"https:\/\/sartoriaequestre.com\/en\/wp-json\/wp\/v2\/media?parent=31582"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}