Refund policy

Refund and Returns Policy

Return within 14 days

You may return what you purchased within 14 days from receipt, without giving any reason. Notify us at essenza@myessenza.eu with the order number and we will tell you how to proceed.

The item must be returned complete, with all accessories and, whenever possible, in the original packaging.
You may handle the item as you would in a shop. If it is used beyond that and loses value, we may deduct that value from the refund.
Return shipping costs are your responsibility, except when the item arrives defective, damaged or incorrect — in which case we pay for collection.
Bulky items (furniture, garden structures) may require collection by carrier; we will indicate the cost before proceeding.

Exception: personalised frame

The frame made with the image sent by the customer is custom-made and is not subject to the right of withdrawal (Article 16(c) of Directive 2011/83/EU). It remains covered by the legal guarantee if it is defective.

Defective, damaged or incorrect item

Contact us within 14 days from receipt, with photographs of the item and packaging. We resolve by replacement, repair or refund, at your choice among the options permitted by law, at no cost to you. If you detect visible damage at the time of delivery, note it on the carrier’s delivery note — it helps us, but is not a condition for making a claim.

Refunds

We refund within 14 days from the date we receive the returned item or proof of dispatch, by the same payment method you used. We also refund the shipping costs you paid on purchase; if you chose a shipping method more expensive than our standard method, we refund the amount of the standard method.