Informativa sui rimborsi
At gingersuptown.shop, we want customers to feel confident when shopping with us. This Return & Refund Policy explains the procedures applicable to cancellations, withdrawals, returns, damaged or defective products, refunds, and exchanges.
For questions about a return or refund, contact:
Email: info@gingersuptown.shop
1. EU and Italian Consumer Right of Withdrawal
Consumers purchasing qualifying products online generally have the right to withdraw from a distance contract within 14 days after receiving the goods, without having to provide a reason, subject to applicable legal exceptions.
If a single order contains multiple goods delivered separately, the applicable withdrawal period will generally be calculated according to applicable consumer law, including from receipt of the relevant final goods where legally required.
To exercise your right of withdrawal, you must communicate your decision clearly to us before the withdrawal period expires.
Send your request to:
Your message should preferably include:
- Your full name;
- Order number;
- Email address used for the order;
- Product or products you wish to return;
- Date the goods were received;
- A clear statement that you wish to withdraw from the purchase.
You are not required to provide a reason when exercising a statutory withdrawal right.
2. Return Instructions
After receiving your return request, we will provide the appropriate return instructions and return destination.
Do not send products to an address obtained independently from a package label, third-party website, supplier information, or other source without first receiving our return instructions.
Different products may require different return processing arrangements.
After notifying us of your withdrawal, the goods must be returned within the legally applicable period.
3. Condition of Returned Products
You may inspect a product to the extent reasonably necessary to determine its nature, characteristics, and functioning.
Customers may be responsible for any reduction in value caused by handling beyond what would reasonably be necessary to inspect the goods, to the extent permitted by applicable law.
Whenever reasonably possible, returned merchandise should include:
- The product;
- Original accessories;
- Product manuals;
- Components supplied with the product;
- Original packaging where reasonably available.
The absence of original packaging will not automatically remove mandatory consumer rights where applicable.
4. Return Shipping Costs
For an ordinary change-of-mind return made under the statutory withdrawal right, the customer is responsible for the direct cost of returning the product unless gingersuptown.shop expressly agrees to cover that cost or applicable law requires otherwise.
EU guidance provides that consumers may be responsible for return postage during the statutory cooling-off period where they were properly informed of that responsibility.
If the product is defective, damaged on arrival, materially not as described, or incorrectly supplied, reasonable return costs will be handled by gingersuptown.shop where required by applicable consumer law.
5. Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If you receive an item that is:
- Damaged;
- Defective;
- Incorrect;
- Missing significant components; or
- Materially different from the description,
please contact info@gingersuptown.shop as soon as reasonably possible.
Include:
- Your order number;
- A description of the problem;
- Clear photographs or video where reasonably necessary to verify the issue.
We may request reasonable additional information so that we can investigate the problem.
Where a product does not conform to applicable legal requirements, customers may have rights to repair, replacement, price reduction, or refund depending on the circumstances. EU consumer rules provide a minimum legal guarantee for qualifying goods and remedies for defective or non-conforming products.
Nothing in this Policy restricts those mandatory rights.
6. Products Excluded From the Statutory Withdrawal Right
Certain categories of goods may be legally excluded from the standard withdrawal right.
Examples under EU consumer rules may include certain:
- Goods made to the consumer's specifications or clearly personalized;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, where the legal conditions are satisfied;
- Sealed audio, video, or software products once unsealed;
- Digital content where performance has begun after the consumer provided the legally required express consent and acknowledgment;
- Other products specifically excluded by mandatory law.
Applicable exclusions are interpreted according to consumer law and will not be expanded beyond what the law permits.
7. Refund Processing
Once a valid refund is approved, the refund will ordinarily be made to the original payment method.
For statutory withdrawals, reimbursements will be handled within the timeframe required by applicable consumer law.
Where permitted by law, we may wait until the returned goods are received or until the customer provides appropriate evidence that the goods have been returned before completing reimbursement.
Because standard shipping from gingersuptown.shop is free, there is normally no standard outbound shipping charge to reimburse.
If a customer voluntarily selected and paid for a premium or expedited shipping method, any reimbursement of additional delivery charges will be handled according to applicable consumer law.
8. Refund Processing by Banks
After we issue a refund, the payment provider, card issuer, or financial institution may require additional processing time before the funds appear in the customer's account.
Such banking processing times are outside our direct control.
If you have received confirmation that a refund was issued but it has not appeared after a reasonable period, contact your payment provider or bank and then contact us if further assistance is required.
9. Exchanges
If you wish to replace an item with another size, variation, or product, contact:
Exchange availability depends on product availability and the circumstances of the request.
Where an exchange cannot be processed, we may process an eligible return and customers may place a new order.
Statutory remedies for defective goods remain unaffected.
10. Order Cancellation Before Shipment
If you wish to cancel an order before shipment, contact us immediately at:
We will attempt to accommodate the request.
However, orders may enter processing quickly and cancellation cannot always be guaranteed once fulfillment has started.
If an order has already been shipped, applicable statutory withdrawal and return rights remain available.
11. Refused or Unclaimed Deliveries
Refusing delivery does not automatically constitute a properly communicated withdrawal request.
Customers should contact us at info@gingersuptown.shop if they wish to cancel or return an order.
If a parcel is returned due to an incorrect address, failure to collect the shipment, or another circumstance attributable to the customer, we will review the case individually and apply applicable consumer law.
12. Fraudulent or Abusive Returns
We reserve the right to investigate suspected return fraud, including materially false claims, substitution of products, deliberate damage, or abuse of refund procedures.
This provision does not limit legitimate statutory consumer rights.
13. Mandatory Consumer Rights
Nothing in this Return & Refund Policy limits any mandatory right available to consumers under Italian or European Union consumer protection legislation.
If any provision conflicts with a mandatory consumer protection rule, the mandatory rule will prevail.
14. Contact
For all return, withdrawal, cancellation, refund, exchange, or damaged-item requests:
gingersuptown.shop
Email: info@gingersuptown.shop
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