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Terms for Returns and Exchanges

Returns, Exchanges, Refunds and Right of Withdrawal Policy

Last updated: July 2026

1. Introduction

Piccoli Pets is committed to providing its customers with a transparent shopping experience in compliance with applicable laws.

These Terms govern the right of withdrawal, returns, exchanges, refunds and order cancellations in accordance with Italian Consumer Code (Legislative Decree No. 206/2005) and its subsequent amendments.

For any inquiries, please contact our Customer Service:

Piccoli Pets
Via Dionisio Calvart 42/A
40129 Bologna (BO) – Italy

E-mail: info@piccolipets.it

2. Right of Withdrawal

If you are purchasing as a consumer (a natural person acting for purposes outside your trade, business or profession), you have the right to withdraw from your purchase within 14 (fourteen) days from the date you receive your order, without giving any reason.

To exercise your right of withdrawal, simply send a written request by e-mail to info@piccolipets.it or by post to:

Piccoli Pets
Via Dionisio Calvart 42/A
40129 Bologna (BO) – Italy

Your request should include:

  • Full name;

  • Order number;

  • The product(s) you wish to return;

  • Your contact details.

3. Exclusion of the Right of Withdrawal

Pursuant to Article 59, paragraph 1(c) of the Italian Consumer Code (Legislative Decree No. 206/2005), the right of withdrawal does not apply to goods that are made to measure or clearly personalized.

Accordingly, the following products cannot be returned or refunded, except in the event of manufacturing defects or errors attributable to Piccoli Pets:

  • products personalized with names, initials, text, embroidery or decorations requested by the customer;

  • made-to-measure products;

  • products manufactured exclusively upon customer request;

  • products modified from the standard configuration shown on the website;

  • products made with colors, materials, finishes or combinations specifically requested by the customer;

  • any other product manufactured specifically for an individual order.

Once production of a personalized product has begun, the right of withdrawal can no longer be exercised.

4. Business Customers

The right of withdrawal applies exclusively to consumers.

It does not apply to purchases made by:

  • companies;

  • professionals;

  • retailers;

  • distributors;

  • any person purchasing products for business or resale purposes.

5. Size or Color Exchanges

Where available, customers may request an exchange for the same product in a different size or color.

All exchanges are subject to product availability at the time of the request.

Shipping costs related to exchanges are the responsibility of the customer unless otherwise agreed or where the exchange results from an error attributable to Piccoli Pets.

6. Return Conditions

To be eligible for a return, products must be:

  • complete and undamaged;

  • unused;

  • unwashed;

  • free from odors;

  • free from pet hair;

  • free from scratches, abrasions or any signs of wear;

  • returned with all original tags attached;

  • returned in their original packaging;

  • complete with all accessories, dust bags, hangers, instructions and complimentary items originally supplied.

Piccoli Pets reserves the right to refuse any return that does not fully comply with these conditions.

Rejected items will be returned to the customer at the customer's expense.

7. Returning Products

Once your return has been authorized, the products must be shipped within 14 days to the address provided by our Customer Service.

Returns must be sent using a trackable shipping service.

Piccoli Pets shall not be liable for loss, theft or damage occurring during the return shipment.

Return shipping costs are the responsibility of the customer, except where the return is due to a defective product or an error attributable to Piccoli Pets.

For returns shipped from outside the European Union, any customs duties or import charges shall remain the customer's responsibility.

8. Refunds

After receiving the returned products and verifying that they comply with these Return Terms, Piccoli Pets will issue a refund using the same payment method originally used for the purchase, unless otherwise agreed with the customer.

Return shipping costs remain the responsibility of the customer unless the return is due to a defective product or an error attributable to Piccoli Pets.

9. Defective Products or Shipping Errors

If you receive:

  • a defective product;

  • a damaged item;

  • a product different from the one ordered;

  • a personalization error attributable to Piccoli Pets;

you must promptly contact our Customer Service and provide detailed photographs of the issue.

Following verification, Piccoli Pets may, at its discretion, repair, replace or refund the product and will cover any necessary shipping costs.

10. Handmade Product Characteristics

Piccoli Pets products are handcrafted and may present slight differences compared to the photographs displayed on the website or compared to other items of the same model.

Such differences are an inherent characteristic of handcrafted production and shall not be considered manufacturing defects or lack of conformity.

Examples include, but are not limited to:

  • slight color variations due to different production batches or differences in screen displays;

  • minor variations in the placement of crystals, embellishments, stitching or other hand-applied decorative elements;

  • slight differences in texture, grain or finish of the materials used;

  • minor dimensional variations resulting from handcrafted production, provided they do not affect the product's functionality or fit;

  • natural variations in gold plating or other surface finishes that do not compromise the quality, safety or intended use of the product.

Products may also feature decorative elements such as crystals, pearls, studs, bows, charms, metal ornaments, trimmings and other hand-applied embellishments.

These decorative elements serve an aesthetic purpose only and, although applied according to high quality standards, are naturally subject to normal wear resulting from regular use.

The following shall not be considered manufacturing defects and therefore shall not entitle the customer to a return, replacement or refund:

  • bites, scratches or pulling caused by the pet;

  • accidental impacts;

  • friction against abrasive surfaces;

  • contact with other metal accessories or materials that may affect the finish;

  • exposure to seawater, salt water, chlorine, sand, mud or chemical substances;

  • improper use, incorrect maintenance or normal wear and tear resulting from regular use.

The characteristics described above do not constitute manufacturing defects and do not entitle the customer to a return, replacement or refund.

Nothing in these Terms affects the customer's statutory rights in the event of an actual lack of conformity under applicable consumer protection laws.

11. Gold-Plated Finish Disclaimer

The metal components of our products feature a gold-plated finish designed to provide both elegance and long-lasting durability.

To preserve the appearance of the plating, customers are advised to avoid direct contact with accessories featuring different metal finishes (such as nickel, silver, copper, bronze or other alloys), as contact between different metals may accelerate wear, discoloration or deterioration of the surface finish.

Piccoli Pets shall not be held liable for deterioration resulting from use that is inconsistent with these recommendations.

12. Order Cancellation

Orders may only be cancelled if the cancellation request is received before production or order preparation has begun.

Orders for personalized or made-to-measure products cannot be cancelled once production has started.

If an order has already been shipped, any return will be handled exclusively in accordance with these Terms and applicable law.

13. Contact Information

For any information, assistance request, complaint or inquiry, please contact:

Piccoli Pets
Via Dionisio Calvart 42/A
40129 Bologna (BO) – Italy

E-mail: info@piccolipets.it

When contacting us, please include:

  • your full name;

  • your order number;

  • your telephone number;

  • a detailed description of your request.

Our Customer Service team will respond as quickly as possible.