RETURNS

• When and how will I be refunded?

If you have made a return, the refund will be issued within 14 working days from the date the products are received and verified by Derna. Once your return has reached our warehouse, you will receive a confirmation email.

Did you pay by credit card?

The refund will be made to the same card or to the associated bank account.

Did you pay with PayPal?

The refund will be issued to the same PayPal account.

Did you pay by bank transfer in advance?

The refund will be made to the same bank account.

Did you pay cash on delivery?

The refund will be made via bank transfer to the IBAN you will be asked to provide by our Customer Service during the return process. The refund does not include cash-on-delivery handling fees.

• Is the return free of charge?

Italy

• If your order benefited from free shipping, the return cost is at your expense.
• If your order total was below €100, the return cost is covered by Derna.

Once you have submitted your return request by email, we will provide you with all detailed information about costs, shipping and refund procedure.

European Union and Switzerland

The return is free of charge, unless otherwise stated in a promotional condition. Our Customer Service will guide you through the process to obtain your refund.

Non-EU countries (excluding Switzerland)

For orders shipped outside the European Union, return costs are borne by the customer, including return shipping, customs duties, local VAT and clearance fees (DAP/DDU delivery terms). Our Customer Service will provide you with the necessary instructions.

• How many days do I have to make a return?

You have 14 days from the delivery date to request return authorization. To qualify for a refund, the item must be shipped back within 4 days after receiving our authorization email (RMA).

• How do I return an item?

Send an email to customerservice@derna.it specifying the order ID in the subject line. Our Customer Service will provide you with full instructions to proceed.

When shipping your return, please ensure the parcel includes all original fiscal documents (invoice or receipt) received with the order, as they are required for refund processing.

• Where should I send my return?

• Can I cancel a return?

Yes, you can cancel the return procedure only before shipping the goods back. Write to customerservice@derna.it with the subject line “cancel return” and include your order ID.

• Can I exchange an item?

Yes, it is possible. Write to customerservice@derna.it with the subject line “item exchange”. We will provide you with all necessary instructions and any related costs (if applicable).

• I received a defective item, what should I do?

If you have received a defective item, please open a claim by writing to customerservice@derna.it with the subject line “defective product” and attach a photo clearly showing the defect within 48 hours from delivery.

Once verified, we will proceed as quickly as possible with a replacement, repair or refund. If the defect is confirmed, all costs will be covered by us.