Return and Refund Policy

We are glad you chose to shop with us online. If for any reason you are not completely satisfied with your purchase, you have the right to return the products under the conditions outlined below.

1. Right of Withdrawal

In accordance with the Italian Consumer Code (Legislative Decree September 6, 2005, no. 206) and the European Directive 2011/83/EU on consumer rights, as implemented by Legislative Decree February 21, 2014, no. 21, you have the right to withdraw from the purchase contract and return the purchased products within 14 days from the date of receipt of the order, without providing any reason.

If you wish, you can use the standard EU withdrawal form, although its use is not mandatory. Alternatively, you can send us any other explicit statement of your decision to withdraw.

2. How to Return an Item

To exercise the right of withdrawal, you must inform us of your decision to return the product through an explicit statement (e.g., by email or letter). You can use our Return Form (available in your account or upon request via email), but it is not mandatory.

The product must be shipped within 14 days from the date the customer communicated the decision to withdraw from the contract.
The deadline is considered met if the customer ships the goods before the 14-day period expires.

Once we receive your request, we will provide you with return instructions.

Products must be returned unworn, intact, and with all original undamaged labels and packaging. We will not accept returns of items showing signs of use, stains, odors, or damage.

3. Pre-Return Instructions

Before accepting the package from the courier, check for any visible damage to the packaging. If the package is damaged, refuse delivery and inform us immediately. We will assist you in opening a claim with the courier.

When returning, make sure the product is properly packed in suitable packaging so that it arrives at our warehouse in good condition. We cannot accept returns if the item is damaged due to inadequate packaging during return shipping.

4. Return Shipping Costs

Return shipping costs are the consumer's responsibility. We recommend using a trackable courier for the return shipment, as we are not responsible for any loss or damage to the product during return transport.

The customer is responsible for providing proof of shipment for the return in case of dispute.

4.1 Specific DHL Conditions – missed pickup, storage and return

This section applies exclusively to shipments made with DHL. The customer is required to monitor the shipment via the tracking link until delivery and to promptly contact our support in case of problems. In case of incorrect or incomplete address, repeated absence of the recipient, failure to pick up at the branch/storage point, or refusal of the package, the shipment may be placed in storage. If release instructions are not given within the terms, the carrier may not return the shipment to the sender and, after the storage period, may proceed with disposal of the package according to its policy.

Storage costs and any return to sender are the responsibility of the shipment sender. If the delivery failure is attributable to the customer (incorrect/incomplete address, absence, refusal, failure to pick up), such costs actually incurred and documentable may be withheld from the refund or requested before a new shipment. As an indication: storage €25.82 + VAT where applicable; return €30.99 + VAT where applicable. For a new shipment, the customer must pay in advance any storage/return costs charged by the courier and the cost of the new shipment. The consumer's right of withdrawal under the law remains unaffected.

5. Shipping Address for Returns

All returns must be sent to the following address:

Shoplifts
Salita Passiatore 2
98167 – Messina (ME)
Italy

Tel: +39 3513468708
Email: shoplifts.store@gmail.com

6. Refund

Once the returned product is received and confirmed to meet the above conditions, we will proceed with the refund within 14 days from the withdrawal notification, without prejudice to the right to withhold the refund until we have received the goods or until the customer has provided proof of shipment, if prior.

The refund will be made via bank transfer or with the original payment method used for the purchase.

For DHL shipments that fail due to reasons attributable to the customer (incorrect/incomplete address, repeated absence, failure to pick up at the branch, refusal of the package), we will refund the price paid deducting only the actual and documented logistics costs incurred (shipping, storage, return) up to the limit charged by the carrier; alternatively, we may request advance payment for a new shipment. This policy does not apply to returns exercised as a right of withdrawal, for which the legal rules remain valid (refund of the price and the initial standard shipping; return costs borne by the customer if previously informed).

6.1 Recalculation of Promotions, Bundles, and Free Shipping

If the order benefited from conditional promotions (by way of example but not limited to: bundle offers, "buy 3 and get 30% off the third", progressive quantity discounts, free shipping over a certain spending threshold), the refund will be recalculated by applying the ordinary economic conditions to the retained products, without the original promotion.

The recalculation will in no case result in charges higher than those originally paid by the customer.

a) Quantity promotions (e.g. -30% on the third item)

If, following a partial return, the quantitative conditions required by the promotion are no longer met, the customer will lose the benefit of the applied discount.

In this case:

  • the previously applied discount will be recalculated.

  • the refund will be recalculated by applying the ordinary economic conditions to the retained products, without the benefit of the originally applied promotion.

  • any difference resulting from the loss of the promotional benefit will be deducted from the refund amount.

Example: if the offer provided a 30% discount on the third item when purchasing at least 3 products, but the customer returns one or more reducing the total below the required minimum threshold, the discount will no longer apply.

b) Free shipping subject to minimum spending threshold

If the order benefited from free shipping by exceeding a minimum spending threshold (e.g. €49), and following a partial return the total value of the retained products is below that threshold:

  • the customer will lose the right to free shipping;

  • the standard cost of the initial shipping will be deducted from the refund amount.

However, if after the partial return the value of the retained products remains above the required threshold, the free shipping will remain valid.

c) Regulatory compliance

These provisions are applied in compliance with art. 56 of the Consumer Code and Directive 2011/83/EU, which allow the seller to refund only the amounts related to the goods actually returned, maintaining the economic conditions applicable to the products retained by the customer.

7. Damaged or Used Products

If the returned product is damaged, used, or does not comply with the conditions described above, we reserve the right to refuse the return.

In this case, the product will be resent to the customer at the customer's expense and we may refuse the refund or withhold an amount proportional to the decrease in value of the item, pursuant to Article 57 of the Consumer Code.

8. Damaged Return Shipping

If the return package arrives damaged at our warehouse, we will contact the customer the next day to allow them to file a claim with the carrier for possible compensation, especially if the package was insured.

If a claim can be filed, we will provide instructions on how to proceed. If the package was insured, the customer may recover the product value from the carrier.

If no claim is filed or the package was shipped without insurance, Shoplifts is not responsible for any damage or loss of returned goods during return shipping.

If the product is damaged during return shipping and the customer does not file a claim, the product will be returned to the customer at their expense and a refund cannot be issued if the damage is due to inadequate packaging or failure to file a claim with the carrier.

9. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to the following items:

  • Sealed products opened for hygiene reasons (e.g., underwear, socks, cosmetic creams, dietary supplements such as collagen, matcha, or other ingestible products).

  • Custom-made or personalized products.

  • Products that, by their nature, cannot be returned once opened (e.g., underwear, socks, cosmetic creams, supplements, matcha, collagen).

⚠️ For hygiene and consumer safety reasons, we cannot accept returns of opened or unsealed items intended for ingestion or topical application.

10. Applicable Law

This return policy complies with the provisions of the Italian Consumer Code (Legislative Decree September 6, 2005, no. 206), updated by Legislative Decree February 21, 2014, no. 21, and the European Directive 2011/83/EU on consumer rights.

11. How to Contact Us

If you have questions regarding your right of withdrawal or wish to start a return procedure, contact us at the following contacts:

Email: shoplifts.store@gmail.com
WhatsApp: +39 3513468708