How to exercise the right of withdrawal

If you have second thoughts about your purchase, you can still decide to return the product without giving any reason, within 14 calendar days since its delivery.

In case you want to exercise the right of withdrawal, if the product is returned intact as it has been delivered you will be entitled to get a refund of what you paid for the purchase of the product being returned.

The only expenses payable by the consumer for exercising the right of withdrawal (in accordance with Article 67 of the Italian Consumer Code) are the direct costs of returning the goods. We may, however, withhold the refund until we receive your product. Your purchase can be returned only once.

Please pack the product properly and return it using a label that shows the data of the sender (i.e. the consumer’s address) and those of the recipient (Experya S.r.l., Via Putignani, 1, 70121 Bari (BA)).

The change order can not be processed if you return the goods bought online:

visiting our store.

  • by mail to our shop. All purchases made in store Experya They can only be returned in store.
  • When you return the goods must also include information of new items you wish to purchase. Upon receipt of the returned merchandise, we will process your lieu sending new merchandise request. We will credit or, in the case take payment from the payment card used to make the original purchase, in the event that there is difference between the price of goods you have returned and the price of new goods replaced you have requested. In case of return for exchange goods damaged or does not correspond to the description of our site, we also will refund the cost of shipping, if you provide proof of the cost of returning the goods.

Right of withdrawal

The right of withdrawal can be exercised in compliance with the law in case the customer-consumer (whether they are an individual person who buys the product for non-commercial purposes or they make the purchase without indicating a VAT registration number on the order form) want to withdraw from the purchase contract for any reason. To exercise this right, the customer must send a written request to Experya within 14 working days from the delivery date of the product. If you want to exercise this right you have to complete the form in the "After-Sale Services" section. Note Well: Customers who make a purchase with a VAT registration number cannot exercise the right of withdrawal.

The right of withdrawal is subject to the following conditions (Section 67 of the Italian Consumer Code):

  • If the product has already been delivered, the consumer must return it or hand it over to a competent tradesperson, according to the procedure and time limits outlined in the contract. However, to exercise this right you must notify us in writing (by email or letter) or by telephone (please make sure you take the name of the person you speak to and quote this when returning the goods) within 14 working days from the day after you receive your goods. The return date is the day when the goods are delivered to the mail office or the courier
  • As for the contracts for the sale of goods, a refund will only be issued if the product that is being returned has not been damaged and it is intact. This requirement will be satisfied if the product is returned in its normal condition, having been kept and/or used with due care. If the original packaging of the product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
  • If it is included in the contract, you are responsible for paying any shipping costs incurred when returning the product.
  • If the customer exercises the right of withdrawal in compliance with the procedure explained in this section, the seller is obliged to reimburse the entire amount to the consumer, including deposit costs. The refund must be free of charge, within thirty days from the date that the seller was informed of the customer's intention to exercise their right of withdrawal. Refund is considered legally concluded when it is credited to the customer's account in the appropriate currency, before the time limit mentioned above.
  • In the case of the payment having been made in exchange bills, and if these have not yet been cashed, they should then be returned to the customer. Any clause limiting the reimbursement to the customer of money spent, connected to their exercising the right of withdrawal, is null and void.
  • If the price of a good or service referring to the contract as mentioned above is totally or partially covered by a credit allowed to the consumer by the merchant (or by a third party by way of an agreement between them and the merchant), the credit contract is considered legally resolved with no penalty resulting – provided that the consumer exercises the right of withdrawal according to the procedure outlined in the article mentioned above. It is an obligatory duty of the seller to inform the third party who is making the payment about the consumer having exercised their right of withdrawal. Any funds paid out by the third party for the good or service, before becoming aware of the consumer having exercised their right of withdrawal, will be reimbursed to them by the merchant, with no penalty resulting apart from payment of accrued legal costs.


The right of withdrawal, established in Section 64 and subsequent, as well as in Section 52 and 53 and Paragraph 1 of Section 54, does not apply:

  • To contracts relating to the supply of food products, drinks or other goods for everyday domestic consumption to the consumer's home , or to their residence or workplace, by distributors who make regular rounds;
  • To contracts relating to the provision of accommodation, transport, catering and leisure services, when at close of contract the trader undertakes to provide these services on a specified date or within a predetermined period.

Unless agreed otherwise between the two parties, the consumer cannot exercise the right of withdrawal outlined in Section 64 and subsequent sections in the following cases:

  • The provision of services initiated - with the consumer's agreement - before the time limit stated in Section 64, Paragraph 1;
  • The supply of goods or services whose price is linked to fluctuations in financial market rates that are beyond the trader's control;
  • The supply of tailored or bespoke goods, or goods with characteristics that cannot be sent back without risk of rapid deterioration or alteration;
  • The supply of audiovisual products or computer software in sealed packaging, which have been opened by the consumer;
  • The supply of newspapers, periodicals and magazines;
  • Betting and lottery services.

For further information you can refer to the legal text available on the Italian Ministry of Economic Development website