Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@civiconove.com. Please note that returns will need to be sent to the following address: Via Bartolomeo Eustachi 33, 20129 Milano, Italia 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@civiconove.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@civiconove.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@civiconove.com. Please note that returns will need to be sent to the following address: Via Bartolomeo Eustachi 33, 20129 Milano, Italia

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@civiconove.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@civiconove.com.

Right of Withdrawal
Pursuant to Art. 49, paragraph 4 of Legislative Decree 206/2005 (Consumer Code), the Consumer has the right to withdraw from the contract, without penalty and without specifying a reason, within 14 days from the day on which they or a third party designated by them, other than the carrier, takes physical possession of the goods or, in the case of multiple goods delivered separately under a single order, from the day on which they take possession of the last item.

How to Exercise the Right

• The Consumer must notify their decision to withdraw by means of an explicit statement sent to info@civiconove.com or by registered mail (A/R) within 14 days.

• Within 14 days of sending the withdrawal notice, the Consumer must return the products to the Seller in accordance with the terms and conditions below.

• The Seller will refund all payments received, including standard delivery costs (excluding any additional costs resulting from the Consumer’s choice of a delivery method other than the least expensive standard option), without undue delay and in any event no later than 14 days from the day the Seller receives the withdrawal notice. Refunds will be made using the same payment method used by the Consumer, unless the Consumer requests otherwise—in which case any additional costs will be borne by the Consumer. The Seller may withhold the refund until it has received the returned goods or until the Consumer provides evidence of having shipped them, whichever occurs first.

• Consumers purchasing with a VAT number are not entitled to the right of withdrawal.

Return Conditions

• Products must be returned intact, unused, unwashed, free of stains or damage, and in their original packaging, complete with all accessories, documents, and packaging.

• To protect the original packaging, it is recommended to place it inside a secondary outer box clearly marked with the Seller’s address.

• All original labels and tags must remain attached; do not affix tape or labels directly to the original packaging.

• The Seller reserves the right to verify compliance with these conditions; non‑compliant returns will neither be accepted nor refunded.

Returns During Promotions
For purchases made during promotions or sales, the Consumer may return goods under the same terms and conditions described above.

Product Replacement
As an alternative to withdrawal, the Consumer may request replacement of the item with another of equal or greater value, thereby waiving the right to a refund. If the replacement item has a higher price than the original, the Consumer must pay the price difference at the time of the replacement request, using the payment methods specified.