Refund policy

1. Scope of application

This policy applies to purchases made on isantibags.com by consumers in accordance with Italian Legislative Decree 206/2005 (“Consumer Code”). For business/wholesale customers (purchases made with a VAT number), the right of withdrawal does not apply unless otherwise agreed in writing.

This policy is always available in the website footer and during the checkout process.

2. Right of withdrawal (14 days)

Under Articles 52 et seq. of the Consumer Code, consumers have the right to withdraw from the contract, without providing any reason, within 14 days:

  • from the day the goods are delivered (or the last item, in case of multiple deliveries);
  • for orders with multiple items delivered separately, from the day you or a third party designated by you acquire physical possession of the last item.

3. How to exercise your right of withdrawal

To exercise your right of withdrawal within the specified period, you may:

  • access your customer account on the Website and select “Request Return” in the Orders section. Return approval may take up to 72 hours;
  • alternatively, send an explicit withdrawal request within 14 days by email to support@isantibags.com, indicating your order number, the items you wish to return, your full name and address. We will reply with the return label and/or instructions. Return requests are processed within 48–72 business hours.

Return address:

MARIBEL ITALIA SRL
Via per Carpiano 8/10
20077 Melegnano (MI) – Italy

Sale and promotion items: items purchased on promotion or on sale follow the same return conditions as full-priced items unless otherwise specified.

4. Returning the products

After submitting your withdrawal request, products must be shipped back without undue delay. Unless otherwise stated in writing, return shipping costs are covered by us. The return label and instructions will be provided upon approval.

5. Conditions for accepted returns

Refunds will be issued only after verifying that the returned items meet the following conditions:

  • items are intact, unused, undamaged, with no signs of wear;
  • all labels, seals, tags and included accessories (dust bag, straps, charms, manuals) are present;
  • original packaging is complete, including internal protections;
  • no alterations or customisation performed after delivery.

Under Article 57(2) of the Consumer Code, a reduction in the refund may apply if the product shows signs of use that reduce its value compared to new, in accordance with Article 57(2) of the Consumer Code.

Exclusions:

  • customised or made-to-order products;
  • gift cards;
  • sealed items that cannot be returned for hygiene reasons once opened (where applicable).

6. Refunds

Pursuant to Article 56 of the Consumer Code, refunds will be processed within 14 days after the returned goods have been inspected and approved.

Refunds will be issued using the same payment method used at checkout unless otherwise agreed. We will refund:

  • the price of the returned product;
  • standard shipping costs applied to the original order.

Additional or premium delivery services (express, scheduled delivery, floor delivery, etc.) are non-refundable.

A confirmation email is sent once the refund has been issued.

7. Defective, damaged or incorrect products

If you receive a defective, damaged or incorrect item:

  • notify us within a reasonable period, including photos or videos and your order number;
  • we will arrange replacement or pickup at our expense, or provide a prepaid return label;
  • alternatively, you may request a full refund.

The legal warranty of conformity (Articles 128–135-novies of the Consumer Code) applies and is valid for 24 months.

8. Exchanges

If you wish to exchange an item for another colour or model, please return the item according to this policy and specify in the notes the product you would like instead. Replacement items must have equal or greater value; any price difference must be paid before shipment.

9. Business/wholesale orders

For purchases made with a VAT number or wholesale accounts, the right of withdrawal does not apply. Returns may be accepted only when expressly provided in the commercial agreement.

10. International returns

For returns from non-EU countries, any duties, taxes or customs fees already paid are non-refundable and remain the responsibility of the sender. Please clearly indicate “Returned goods – no commercial value” on shipping documents to avoid import charges or customs delays.

11. Delivery issues and incorrect addresses

If delivery fails due to incorrect/incomplete address or unclaimed parcel, once the package is returned to us, we may:

  • refund only the value of the products (excluding actual shipping costs incurred); or
  • reship the goods, subject to payment of new shipping costs.

The customer will be notified by email as soon as the parcel is returned to our warehouse.

12. Contacts

For any questions regarding returns please use the contact form.