1. Eligibility for Refunds

Refunds are available for products purchased directly from our online shop within 14 days of delivery. Custom-made or bespoke items are not eligible for refunds unless faulty.

2. Condition of Returned Items

Products must be returned in their original, unused condition with all packaging intact. Signs of use or damage include but are not limited to, scratches, missing components, or tampered packaging. Items returned in such condition may result in a reduced refund to cover diminished value, or the return may be refused.

3. Refund Process

To initiate a refund, contact our customer service team within the 14-day period. We will provide return instructions and a return authorization number, which must be included with the returned item.

4. Shipping Costs

Due to the heavy nature of our chandeliers, customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied. If the item is deemed faulty or incorrectly supplied, we will cover the cost of return shipping. Our team can assist in finding carriers to facilitate returns at the best available rates. Original shipping costs are non-refundable.

5. Refund Timeframe

Refunds will be processed within 14 days of receiving the returned item. The refund will be issued to the original payment method. You will receive an email confirmation once the refund has been processed.

6. Faulty Items

If you receive a faulty item, please contact us immediately. We will prioritize the following actions:

1. Repair the faulty item.
2. Replace the faulty item if repair is not feasible.
3. Issue a refund if neither repair nor replacement is possible.

All shipping costs for returning and re-sending faulty items will be covered by us.

7. Cancellations

Orders can be cancelled for a full refund before shipping. Once shipped, our standard return policy applies.

8. International Orders

Customers outside the UK are responsible for any customs duties or import taxes. These costs are non-refundable. For faulty or incorrectly supplied items, return shipping costs will be covered by us.

9. Exceptions

Special orders or custom-made items are non-refundable unless faulty. Sale items may have different refund terms, which will be clearly stated at the time of purchase.

10. Consumer Rights

This policy does not affect your statutory rights. As per the Consumer Contracts Regulations, consumers in the UK and EU have the right to withdraw from a purchase within 14 days without giving any reason.

11. Contact Information

For any questions or concerns regarding our refund policy, please contact our customer service team:

Email: shop@roccoborghese.com

Phone: +44 0207 351 0075

Address:

488 Kings Road
Chelsea
London
SW10 0LF

We are here to assist you and ensure your satisfaction with our products.