Returns & Refunds

1. 30-Day Goodwill Returns

HossiShop voluntarily offers a 30-day goodwill return window, starting from the date your product is delivered. This is our standing promise — it goes beyond the legal minimum required by EU consumer law, and we honor it across every product on our store.

Within these 30 days you may return any product for any reason — change of mind, sizing, color, "just doesn't fit my space" — as long as the product is in returnable condition (see Section 3).

2. 14-Day Diritto di Recesso (EU Legal Minimum)

In addition to our 30-day goodwill promise, EU consumers are entitled to the statutory right of withdrawal (diritto di recesso) under Italian Codice del Consumo Articles 52–59 (D.Lgs. 21/2014, implementing EU Directive 2011/83/EU).

This legal right allows you to withdraw from a distance-sales contract within 14 days of receiving the product, without giving any reason and without penalty other than the cost of return shipping.

Our 30-day goodwill window includes the 14-day statutory right. There is no separate process — the same return procedure (Section 4) covers both. The longer window simply gives you more time, voluntarily.

If you choose to exercise the statutory right of withdrawal in writing, you may use any clear declaration (email is sufficient). A model withdrawal form is available on request from support@hossishop.com.

3. Return Conditions

To be eligible for return, the product must be:

• Unused and in the same condition you received it.
• In the original packaging, intact and undamaged where reasonably possible.
• With all original tags, labels, and accessories still attached.
• Returned within 30 days of delivery (or 14 days if exercising statutory withdrawal).

Products that show signs of use beyond what is necessary to inspect the item (as you would in a physical store) may be subject to a reduction in refund value, in line with Article 57.2 Codice del Consumo. We will inform you before processing if any reduction applies.

4. How to Return — Step by Step

1. Email us at support@hossishop.com within the return window. Include your order ID, the item(s) you wish to return, and (optionally) the reason. A reason is not required.
2. Receive your RMA (Return Merchandise Authorization) within 1 business day. The RMA includes the return address and any specific instructions.
3. Pack the product securely in its original packaging, with all tags and accessories.
4. Ship it back using a tracked carrier of your choice. Keep the tracking number — we recommend it for your records.
5. Confirmation: we'll email you as soon as we receive and inspect the returned item.
6. Refund issued: within 14 days of receiving the returned product (see Section 5).

5. Refund Timeline

Once we receive and inspect the returned product, we will:

• Email you to confirm the return has been accepted.
• Process the refund within 14 days of receipt of the returned product, as required by Italian Codice del Consumo Article 56.1.
• Refund the full purchase price (and, for full-order returns within 14 days of delivery, the original standard shipping cost — see Section 7).

Depending on your bank or card issuer, it may take an additional 3–10 business days for the funds to appear on your statement.

6. Refund Method & Options

Refunds are issued to the original payment method used at checkout (typically your Stripe-processed card). We do not issue refunds to a different card, account, or recipient.

Alternatively, at your written request, we can issue a HossiShop store credit equal to 105% of the refund value, valid for 12 months on any product. This is optional and never a default — you must explicitly request it.

7. Return Shipping Costs

For defective or wrong items (Section 8), we'll send you a prepaid return label or reimburse the actual return shipping cost on receipt of the carrier receipt.

8. Defective or Wrong Items

If your product arrives defective, damaged, or different from what you ordered:

1. Email support@hossishop.com within 48 hours of delivery with your order ID and photos of the issue.
2. We'll review and respond within 1 business day.
3. You'll be offered a full refund + free return shipping, or a free replacement at your choice.

Beyond the 30-day goodwill window, defective products remain covered by the 2-year EU legal warranty of conformity (Codice del Consumo Art. 128–135). To make a warranty claim, contact us within 2 months of discovering the defect.

9. Exchanges

We do not currently offer direct exchanges. If you'd like a different size, color, or product, please:

1. Return the original item for a full refund (per the procedure in Section 4).
2. Place a new order for the replacement product at your convenience.

This keeps the process simple, transparent, and faster than holding stock during a back-and-forth exchange. If your preferred replacement is at risk of selling out, let us know in your return email and we'll do our best to reserve it.

10. Items Not Eligible for Return

Under Italian Codice del Consumo Article 59 and our store policy, the following items are not eligible for return except in case of defect:

• Custom or personalized products made to your specifications.
• Intimate apparel and items in direct contact with the skin once the hygiene seal is broken (underwear, swimwear, etc.).
• Perishable goods with a short shelf life.
• Sealed cosmetic or health products once the seal is broken.
• Digital downloads once the download has begun (with your prior consent waiving the right of withdrawal).
• Gift cards and store credit.
• Products that, by their nature, are inseparably mixed with other items after delivery.

These exclusions do not affect your legal warranty rights for defective items.

11. Dispute Resolution & ODR

We aim to resolve every return and refund situation amicably and quickly. If you are not satisfied with our handling of your request, you may:

• Use the European Commission's Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr.
• Contact a local consumer association in your EU member state.
• As a last resort, bring the dispute before the competent court — see our Terms & Conditions §14.

12. Contact

For any return, refund, or exchange request:

Email: support@hossishop.com
Postal address: HossiShop, Via Milano 25F, 30172 Venice (VE), Italy
Response time: within 1 business day