Refund policy

RETURN AND REFUND POLICY

1. CUSTOM-MADE AND PRINT-ON-DEMAND PRODUCTS

All products sold by Il Biacco are made through print-on-demand. Each item is individually produced only after order confirmation. Due to the custom nature of our products, we do not accept returns, exchanges, or cancellations for change of mind, customer ordering errors, or personal preferences.

2. RIGHT OF WITHDRAWAL (EU CUSTOMERS)

In accordance with EU Directive 2011/83/EU on consumer rights, custom-made products manufactured to the consumer's specifications are excluded from the 14-day right of withdrawal. By placing an order, the customer expressly acknowledges this exclusion.

3. WHEN WE ACCEPT RETURNS AND REFUNDS

We accept returns and offer refunds or replacements exclusively in the following cases:

  • Manufacturing or printing defects: quality errors, faded colors, blurry or damaged prints
  • Product damaged during shipping: item received broken, torn, or damaged
  • Order error: wrong product received (incorrect size, design, or quantity due to our mistake)
  • Non-conforming product: substantial differences from the product description or images

4. RETURN REQUEST PROCEDURE

To request a return for one of the reasons listed above:

  1. Contact us within 14 days of delivery date at: ilbiaccoclothes011@gmail.com
  2. Provide the following information:
    • Order number
    • Clear and detailed photographs of the product showing the defect or damage
    • Detailed description of the issue
  3. Wait for our response with instructions to proceed

We will not accept returns without prior authorization.

5. EVALUATION AND APPROVAL

We will review your request within 2-3 business days. If the return is approved, we will offer you:

  • Free replacement of the product (with new production and shipping at our expense), or
  • Full refund of the amount paid for the defective product

6. INTERNATIONAL SHIPPING

For orders shipped outside the European Union (including United States, Canada, Australia, etc.):

  • Return shipping costs for defective products will be refunded only upon approval
  • Any customs duties or import taxes paid by the customer are non-refundable
  • The customer is responsible for providing the correct shipping address; we are not responsible for delivery errors due to incorrect addresses provided by the customer

7. REFUND TIMELINE

Approved refunds will be processed within 5-7 business days from our confirmation and credited to the original payment method used for the purchase. Actual credit times depend on your bank or payment processor and may require an additional 5-10 business days.

8. NON-REFUNDABLE ITEMS

We cannot accept returns or offer refunds for:

  • Products damaged after delivery due to customer misuse or negligence
  • Minor color differences due to different screen calibrations
  • Products that do not meet customer's personal expectations but conform to the description
  • Orders with incorrect shipping address provided by the customer

9. PRODUCTS DAMAGED OR LOST DURING SHIPPING

If your order is damaged or lost during shipping:

  • Contact us immediately with photos of the damaged package (if applicable)
  • We will open a claim with the carrier
  • We will send you a free replacement or full refund

10. CONTACT

For any questions or requests regarding returns and refunds, contact us at:

Email: ilbiaccoclothes011@gmail.com
Store Name: Il Biacco
Website: ilbiacco-studio.com