Refund policy
Return Policy and Right of Withdrawal
At Nani – Fatti per stare insieme, each item is crafted with care, passion, and in small batches.
If a Product does not meet your expectations, you may request a return under the conditions set out below.
RETURN POLICY AND RIGHT OF WITHDRAWAL
At Nani – Fatti per stare insieme, each item is produced in limited quantities and with artisanal attention to detail.
Should the Product fail to meet the Customer’s expectations, a return may be requested under the conditions described below, in accordance with the applicable legislation and the governing contractual framework.
Applicable Legal Framework
This Return Policy is applied in accordance with the legal provisions set out in the General Terms and Conditions of Contract, and in particular:
• the application of Swiss law for Customers residing in Switzerland and non-EU countries;
• the application of Directive 2011/83/EU for Customers residing in the European Union.
1. Right of Withdrawal for EU Customers (Directive 2011/83/EU)
EU Customers are entitled to withdraw from the contract within 14 (fourteen) days from delivery, without providing any justification, in accordance with Directive 2011/83/EU and the section “LEGAL NOTICE — RIGHT OF WITHDRAWAL (EU)” of the General Terms and Conditions.
To exercise the right of withdrawal, the Customer must:
• send the request via e-mail to support@nanipets.com;
• return the Product intact, unused, and complete with its original packaging, tags, pouches, and any accessories;
• ship the goods back within 14 (fourteen) days from submitting the withdrawal notice;
• bear the return shipping costs, unless a proven manufacturing defect is established, in which case Nani will cover the return shipment.
Customs Instructions (EU Customers outside Switzerland)
For returns originating abroad, it is mandatory to clearly indicate “returned goods” on the customs documentation to avoid the application of duties to the recipient.
Applicability to discounted or promotional items
Under EU legislation, the right of withdrawal also applies to items purchased on sale or promotion, except where excluded by law, including:
• personalised or custom-made products;
• products that appear used, damaged, or returned without complete original packaging.
Refund
The refund will be issued within 14 (fourteen) days from receipt and inspection of the returned goods, using the same payment method as the original order, unless otherwise expressly agreed with the Customer.
2. Return Policy for Non-EU Countries
For Customers residing in non-EU countries, the EU right of withdrawal does not apply.
In such cases, Nani accepts returns exclusively in the following situations:
• defective Product;
• size exchange;
• colour exchange.
CONDITIONS
The Customer must:
• send the return request within 48 (forty-eight) hours of delivery to support@nanipets.com;
• in case of defect, attach clear and detailed photographs of the Product and packaging;
• bear the return shipping costs, unless a proven manufacturing defect is established (in which case Nani will arrange or reimburse the return shipment as agreed in writing);
• once the return is approved, ship the goods within 30 (thirty) days of receiving our authorisation;
• clearly indicate “returned goods” on the customs documentation to avoid duties or additional charges to the recipient.
3. Return Policy for Switzerland
For Customers domiciled in Switzerland, Nani accepts returns in the following cases:
• defective Product;
• size exchange;
• colour exchange.
CONDITIONS
The Customer must:
• send the return request within 48 (forty-eight) hours of delivery to support@nanipets.com;
• in case of defect, attach clear and readable photographs of the Product and packaging;
• await written approval: once authorised, a prepaid return label will be provided;
• ship the goods within 30 (thirty) days of receiving the return authorisation.
Return shipping is free of charge for all Customers domiciled in Switzerland.
4. General Conditions for Return Acceptance
Valid for Switzerland, EU, and non-EU countries.
To be eligible for return, all of the following conditions must be met:
• the item must never have been used and must show no scratches, stains, or signs of wear;
• the original packaging must be included, comprising box, pouches, tags, and labels;
• the Product must not have been handled beyond what is strictly necessary to verify its nature, characteristics, and functioning;
• the return must be shipped in a single parcel including all accessories received;
• the return must have been previously authorised by the Seller via e-mail, where required.
Returns will not be accepted if:
• sent without prior authorisation (where required);
• the items are damaged, altered, or clearly worn;
• the items are missing their original packaging or essential components thereof.
5. Nani Gift-Sets
Complete sets (e.g., harness, leash, bracelet, coordinated jewellery) are conceived as a single inseparable unit.
For this reason:
• partial returns of one or more components are not permitted;
• the return will be accepted only if all components are returned together and in perfect condition, in accordance with the general conditions set out in Section 4.
6. Items Excluded from Return
The following items cannot be returned:
• personalised items (custom sizing, engravings, monograms, or any other customisation requested by the Customer);
• items modified or altered by the Customer after delivery;
• items purchased on sale or promotion by Customers residing in Switzerland or non-EU countries, except in cases of documented defect and subject to Nani’s approval (with possible issuance of store credit for a future purchase);
• for EU Customers, the right of withdrawal within 14 days remains applicable even to discounted items, within the limits and exclusions set forth under EU law and the section “LEGAL NOTICE — RIGHT OF WITHDRAWAL (EU)” of the General Terms and Conditions.