Refund policy

RETURNS AND EXCHANGES

Making a return or exchange for an order placed on our website is simple and free of charge. If you wish to return an item or change its size, you have 14 calendar days from the day you receive your order to request a return or size exchange. To be eligible for a return, the item must be in the same condition in which you received it, it must not have been used, it must have all tags attached and must be contained in the original packaging, perfectly sealed. You will also need the receipt or proof of purchase. Please pay close attention when choosing garments, as TONET products, resulting from continuous research in the use of materials and experimentation with new volumes, may have fits that differ significantly from item to item. A very important aid is provided by the measurements included in the base size. If you wish to make a size exchange, please return the item within the terms and purchase a new item from the store. If the desired item is not available, please send a request to sales2@tonet.eu: where possible, we will produce the item in the requested size. Please note: as it is made to measure, this item cannot be subject to further return. To start a return, contact us at sales2@tonet.eu. Returns must be sent to the following address: Carella srl - Via Roma 90, 31050 Miane (TV) - ITALY. Once the size exchange request has been completed, we will send you a return shipping label and instructions on how and where to ship the package. The label must be printed and applied to the outside of the original packaging, from which any other label must be removed. Inside the package, all accessories originally included with the garment at the time of delivery to the customer must also be present (for example: spare buttons). Items sent without a prior return request will not be accepted. Once the original item has been received, Carella srl reserves the right to verify its condition and integrity. If the item is returned damaged, stained or in any case worn, it will not be accepted and will be sent back to the shipping address, without issuing any refund. Carella srl is in no way responsible for loss, theft or any event or occurrence that may take place during the transit of products for return or size exchange. Carella guarantees that its products will have a conformity period of two years from the date of receipt. If the product is not compliant, Articles 128 to 135-septies of the Consumer Code (Legislative Decree 206/2005) shall apply.

Return requests after 14 days from delivery will not be accepted.

For any questions regarding returns, contact us at any time at sales2@tonet.eu.

SHIPPING

Shipments are made during the working week, excluding public holidays according to the Italian calendar. Furthermore, shipments will not be made on the following days:

• Good Friday;
• From December 31st to January 2nd;
• From August 10th to August 20th

The delivery date is purely indicative. It is important to write your address as completely as possible.

DAMAGES AND ISSUES

TONET products always undergo a final quality control before being packaged. However, as these are manual processes, some errors may occur. Please inspect your order upon receipt and contact us immediately in case of defects or damages or if you have received the wrong item. This way, we can evaluate the issue and resolve it.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, such as made-to-measure products (for example special orders or personalized items). If you have any questions or concerns about a specific item, please contact us.

We cannot accept returns of items on sale or gift cards.

EXCHANGES

The fastest way to ensure that you receive what you want is to return the item you have received and, once the return has been accepted, purchase the new item separately.

14-DAY COOLING-OFF PERIOD FOR THE EUROPEAN UNION

Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 calendar days for any reason and without providing any justification. As above, the item must be in the same condition in which you received it, it must not have been worn or used, nor worn out, stained or otherwise damaged, it must have all tags attached and must be contained in the original packaging, perfectly sealed. You will also need the receipt or proof of purchase.

REFUNDS

Once we have received and inspected your return, we will notify you to inform you whether the refund has been approved or not. If approved, within 10 working days you will automatically receive the refund through the original payment method. It may take some time for your bank or credit card company to process and make the refund visible.

If more than 15 working days have passed since the approval of the return, please contact us at amministrazione@carella.eu.