Refund policy
RETURN AND REFUND POLICY
1. Scope
This Policy governs returns, exchanges and refunds for products purchased through the Brutus website.
For the purposes of this Policy, a “consumer” is an individual who makes a purchase for purposes unrelated to their business, trade, craft or professional activity.
Unless more favourable mandatory rights apply under the laws of the customer’s country of residence, Brutus also grants the right of withdrawal described in this Policy to consumers whose orders are delivered outside the European Union.
The right of withdrawal does not apply to purchases made for business or professional purposes, unless otherwise agreed in writing or required by mandatory applicable law.
2. Right of withdrawal
Consumers may withdraw from their purchase, without providing a reason, within 14 days from the date on which they, or a third party designated by them other than the carrier, take physical possession of the product.
Where a single order includes several products delivered separately, the withdrawal period begins on the date on which the final product is received.
Where a product consists of several lots or pieces delivered separately, the withdrawal period begins on the date on which the final lot or piece is received.
3. How to notify us of a withdrawal
Customers may notify Brutus of their decision to withdraw:
- through any online return or cancellation function made available on the website or in the customer account;
- by emailing customer.care@brutusfactory.com;
- by using the model withdrawal form provided at the end of this Policy.
The communication must include at least:
- the customer’s full name;
- the order number;
- the products being returned;
- the email address used for the order;
- a telephone number;
- the reason for the return, which is optional.
The withdrawal is considered to have been exercised within the required period when the communication is sent before the end of the 14-day withdrawal period.
Brutus will confirm receipt of the request on a durable medium, normally by email, and will provide the instructions required to return the product.
The exercise of the right of withdrawal is not subject to Brutus’s discretionary approval. Customers are nevertheless requested to wait for the operational instructions before shipping the product, particularly in the case of international returns or products accompanied by certificates or CITES documentation.
4. Deadline for returning products
The customer must return the product without undue delay and, in any event, no later than 14 days from the date on which they notified Brutus of their decision to withdraw.
The deadline is met when the product is handed over to the carrier before the end of the 14-day period.
The return address and return procedure will be provided by Customer Care. Products must not be sent to an address other than the one specified in the return instructions.
5. Condition of returned products
The product must be returned:
- intact;
- clean;
- free from odours, stains, abrasions or signs of use;
- complete with all accessories, dust bags, packaging, certificates and documentation received;
- with its original labels and tags, where applicable;
- suitably packaged to protect it during transport.
The customer may examine the product only to the extent necessary to establish its nature, characteristics, size and fit, in the same way as they would be permitted to do in a physical store.
The customer is responsible for any reduction in value caused by handling the product beyond what is necessary to establish its nature, characteristics and functioning.
Where the product shows signs of use, damage, alterations, missing items or any other condition that reduces its value, Brutus may apply a proportionate reduction to the refund after providing the customer with a reasoned explanation.
The product should be returned in its original packaging, where available, or in alternative packaging suitable for its characteristics and value.
6. Products subject to certification or CITES requirements
Products accompanied by certificates of authenticity, CITES documentation, sales declarations or other documents relating to the origin of the materials must be returned with all original documentation.
Customers must not independently ship such products from a country outside the European Union without first receiving instructions from Brutus, as specific customs formalities, licences or documentation may be required for re-export and re-import.
Missing or damaged documentation may affect the value of the product and the refundable amount, to the extent permitted by law.
7. Return costs from Italy
For orders delivered in Italy, Brutus offers free returns using the carrier and procedure specified by Customer Care.
Brutus will provide the customer with the return label or the instructions required to arrange the return.
Where the customer independently chooses a different carrier or return method from the one specified by Brutus, the related costs and risks will remain the customer’s responsibility.
8. Return costs from outside Italy
For orders delivered outside Italy, the direct cost of returning the product is borne by the customer, unless:
- the product is defective or does not conform to the contract;
- a product different from the one ordered was delivered;
- the product was damaged during transport;
- Brutus has expressly agreed to different return conditions.
The customer remains responsible for the product until it is delivered to Brutus and is advised to use a tracked shipping service suitable for the value of the goods.
9. Returns from outside the European Union
For returns originating from countries or territories outside the European Union, the customer must follow the customs instructions provided by Brutus and correctly declare the shipment as goods returned to the seller.
Where required, the documentation must include:
- the original order number;
- an accurate description of the goods;
- the original value;
- a statement that the goods are being returned;
- any references to the original export;
- CITES or other required documentation.
Any customs charges, duties, taxes, storage costs or other expenses arising from inaccurate declarations, incomplete documentation or failure to follow the instructions may be deducted from the refund, where permitted by applicable law and provided that such costs have actually been incurred and can be documented.
10. Exceptions to the right of withdrawal
Except where products are defective or do not conform to the contract, the right of withdrawal does not apply to goods made to the customer’s specifications or clearly personalised, including:
- garments or accessories made to measure;
- non-standard sizes made specifically for the customer;
- products modified in size, fit or materials;
- products bearing initials, names, wording or other personal elements;
- products featuring tattoos, painting, live painting or other work requested by the customer;
- products made specifically according to individual customer instructions;
- products altered or modified after delivery at the customer’s request.
The selection of standard options normally available in the catalogue, such as a standard size or colour, does not in itself make the product personalised.
This exception does not affect the customer’s rights where the personalised product is defective, does not comply with the agreed specifications or differs from the product ordered.
11. Refunds
Where the right of withdrawal has been validly exercised, Brutus will refund the amounts due without undue delay and, in any event, within 14 days from the date on which Brutus was informed of the customer’s decision to withdraw.
Brutus may withhold the refund until the product has been received or until the customer provides evidence that the product has been shipped, whichever occurs first.
The refund will be made using the same payment method used for the original purchase, unless expressly agreed otherwise with the customer and provided that the customer does not incur any additional costs.
The time required for the refunded amount to become available again depends on the payment network, bank or card issuer and is not directly controlled by Brutus.
12. Refund of the original delivery charges
Where a consumer withdraws from the entire order, Brutus will also refund any amount originally paid for the standard delivery method.
Additional costs resulting from the customer’s choice of a more expensive delivery method than the standard delivery option offered will not be refunded.
Where only part of an order is returned, the original delivery charges will not normally be refunded, unless mandatory applicable law provides otherwise or the delivery cost related exclusively to the returned product.
13. Duties, taxes and currency conversion
Brutus does not refund customs duties, import taxes, customs-clearance fees or other amounts paid directly by the customer to the carrier, customs authorities or tax authorities.
The customer may be entitled to request a refund from the authority or entity that collected those amounts, in accordance with the procedures applicable in the relevant country.
Refunds are issued in the currency and for the amount recorded in the original transaction. Any difference resulting from exchange-rate fluctuations, bank charges or currency conversions performed by the payment-method issuer is outside Brutus’s control.
14. Defective, damaged or non-conforming products
The right of withdrawal is separate from the legal guarantee of conformity.
Where a product is defective, does not correspond to its description, differs from the product ordered or was damaged during transport, the customer should promptly contact:
customer.care@brutusfactory.com
The communication should include:
- the order number;
- a description of the issue;
- photographs of the product;
- photographs of the packaging and shipping label where the product was damaged during transport.
The customer should retain the packaging and all documentation received until the assessment has been completed.
Where a lack of conformity is confirmed, Brutus will provide the remedies required by applicable law, which may include:
- repair;
- replacement;
- a proportionate price reduction;
- termination of the contract and a refund.
The customer will not be charged the costs required to return defective, incorrect or non-conforming products.
For consumers protected by Italian and European Union law, the legal guarantee for new goods generally lasts for two years from delivery, without prejudice to any additional mandatory rights that may apply.
15. Exchanges
Requests to exchange a size, colour or model are subject to product availability.
Brutus may:
- arrange the exchange directly;
- require the customer to return the original product before shipping the replacement;
- require the return of the original product and the placement of a new order.
Any price difference and shipping charges will be communicated before the exchange is confirmed.
Personalised or made-to-measure products cannot be exchanged because of size, fit or a change of mind, unless they are defective or do not comply with the agreed specifications.
16. Cancellation before shipment
Customers may request the cancellation of an order before it has been handed over to the carrier by using any online function available on the website or by contacting Customer Care.
Cancellation cannot be guaranteed where preparation or production has already begun, particularly for personalised or made-to-measure products, or where the shipment has already been handed over to the carrier.
Mandatory consumer rights remain unaffected.
17. Contact details
For requests relating to returns, exchanges, defective products and refunds:
Brutus Srl
Email: customer.care@brutusfactory.com
Telephone: +39 331 136 5856
18. Model withdrawal form
Customers may copy and send the following form or submit any other clear statement expressing their decision to withdraw.
To: Brutus Srl
Email: customer.care@brutusfactory.com
I hereby give notice that I withdraw from the contract of sale relating to the following products:
Order number:
Order date:
Date on which the products were received:
Customer’s full name:
Customer’s address:
Email address:
Telephone number:
Date:
Customer’s signature, required only where this form is submitted on paper:
