Returns and Refunds
MilanoMarktPlace aims to make the management of returns, withdrawal and refunds as clear and transparent as possible.
If you purchase online as a Consumer, you may exercise the right of withdrawal within the time limits provided by law. This possibility is separate from the rights available when a product is incorrect, damaged, defective or non-conforming, which remain protected by the legal guarantee of conformity.
1. Right of withdrawal
The Consumer may withdraw from the purchase contract without having to give any reason within 14 calendar days from the day on which the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the product.
For a single order containing several products delivered separately, the period runs from the day on which the Consumer receives the last product.
The right of withdrawal provided for Consumers does not apply to purchases made by persons acting in the course of their business, commercial, craft or professional activity, unless otherwise expressly agreed with MilanoMarktPlace.
2. How to exercise the right of withdrawal
To exercise the right of withdrawal, it is sufficient to communicate your decision before the 14-day period expires.
You can do so in one of the following ways:
- using the online function available on the Withdrawal Form page;
- sending an explicit statement of your decision to withdraw to returns@milanomarktplace.com.
The communication must allow us to identify the Customer and the relevant purchase. We therefore ask you to provide:
- first and last name;
- order number;
- email address used for the purchase;
- the product or products for which you wish to exercise the right of withdrawal;
- an electronic contact address to which confirmation of the request can be sent.
You do not need to state the reason for the withdrawal.
The right is exercised in time when the communication is sent before the 14-day period expires.
3. Withdrawal through the online form
MilanoMarktPlace provides an online function for communicating withdrawal from purchases completed through the Site.
You can access it from the Withdrawal Form page.
When the request is correctly submitted through the online function, MilanoMarktPlace sends, without undue delay, a confirmation of receipt on a durable medium, for example by email, containing the information relating to the withdrawal communicated.
4. Time limit for returning the product
After communicating the withdrawal, the Consumer must return the product without undue delay and, in any event, within 14 calendar days from the date on which the decision was communicated.
The time limit is met when the product is handed over to the carrier before the 14-day period expires.
After the withdrawal request, Customer Care will communicate the correct return address and any operational instructions.
Please do not send the product to addresses other than the one communicated for the specific return case.
5. Return costs
When withdrawal is exercised due to a simple change of mind, the direct cost of returning the product is borne by the Consumer.
The Consumer may choose the carrier to use. Given the value of the products sold by MilanoMarktPlace, we recommend using a trackable shipment and, where appropriate, insuring it for an amount appropriate to the value of the product.
Return costs are instead borne by MilanoMarktPlace where required by applicable law, for example when the product is incorrect, damaged, defective or does not conform to the contract.
In these cases, before arranging a shipment independently, contact our Customer Care to receive the correct instructions.
6. Condition of the returned product
During the withdrawal period, the Consumer may examine and try the product to the extent necessary to establish its nature, characteristics, functioning and fit, in a manner comparable to what could reasonably be done in a physical store.
The product must be handled with care and returned complete with the items received with the order, where present, such as:
- accessories;
- tags and labels;
- documentation;
- dust bags, cases or other accessories;
- any packaging that forms an integral part of the product.
The Consumer is responsible only for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.
If an actual decrease in value is found, MilanoMarktPlace may make a proportionate deduction from the amount to be refunded, informing the Customer of the relevant reasons.
No fixed or automatic penalties are applied for the mere exercise of the right of withdrawal.
7. Refund
Where the right of withdrawal has been validly exercised, MilanoMarktPlace will refund the payments received relating to the products covered by the withdrawal.
Where the Consumer originally paid delivery costs, the costs corresponding to the least expensive standard delivery method offered by MilanoMarktPlace will also be refunded.
Any supplementary costs resulting from the voluntary choice of a more expensive delivery method than the standard delivery offered are not refunded.
The refund is made without undue delay and, in any event, within 14 days from the day on which MilanoMarktPlace was informed of the decision to withdraw.
MilanoMarktPlace may withhold the refund until it has received the products or until the Consumer has provided evidence of having sent them back, whichever occurs first.
The refund is made using the same payment method used for the purchase, unless otherwise expressly agreed with the Customer and provided that the Customer does not incur any resulting costs.
The time needed for the amount to become available again may depend on the bank, card issuer or payment provider used.
Store credit or a voucher is issued instead of a monetary refund only when the Customer expressly requests or accepts it.
8. Products sourced to order
The mere fact that a product is sourced or ordered by MilanoMarktPlace from a supplier after the Customer’s purchase does not, in itself, exclude the right of withdrawal.
A standard product therefore remains subject to the ordinary withdrawal rules when the Customer purchases as a Consumer and none of the exceptions provided by law applies.
9. Personalised products
The right of withdrawal may be excluded for goods made to the Consumer’s individual specifications or clearly personalised, in the cases provided for by applicable law.
Where a product does not benefit from the right of withdrawal for this reason, this circumstance is clearly indicated before the purchase is completed.
Any other exclusions provided by law remain applicable where relevant to the nature of the product purchased.
10. Incorrect, damaged or non-conforming product
If you receive an incorrect, damaged or defective product, or one that you believe does not conform to what you purchased, you do not need to manage the request as a simple change-of-mind withdrawal.
Contact our Customer Care and provide:
- order number;
- the product concerned;
- a description of the problem;
- photographs of the product, packaging and parcel received, where useful for verification.
Our team will review the report and communicate the instructions for proceeding.
In these cases, the rights granted to the Consumer under the legal guarantee of conformity remain fully applicable.
11. Exchanges
If you wish to replace a product with another size, colour or model, you can contact Customer Care to check the availability of the desired item.
An exchange is a commercial service separate from the right of withdrawal and is therefore subject to the availability of the new product and acceptance of the request by MilanoMarktPlace.
Any price differences or applicable shipping costs will be communicated before the exchange is confirmed.
These rules do not limit the remedies available to the Consumer in the event of a non-conforming product.
12. Legal guarantee of conformity
This returns policy does not limit or replace the rights granted to the Consumer under the legal guarantee of conformity.
Where there is a lack of conformity, the remedies provided by the Italian Consumer Code apply according to the conditions and procedures established by the legislation in force.
For further information, you can also consult the Terms and Conditions of Sale.
13. Need assistance?
For information regarding a return or refund, you can write to:
For general enquiries, you can also use the Contact Us page or consult our Help Centre.