Refund policy

RETURNS AND REFUNDS POLICY — MEDAJA FILATI - GJEKA ALESSIA

1. General Conditions

All products sold by MEDAJA FILATI - GJEKA ALESSIA are carefully selected and prepared upon customer request. Orders are divided into two categories:

  • Standard stock orders: products available in our warehouse, sold in pre-set quantities and formats (cones, skeins, whole pieces).
  • Custom orders: products cut to measure, selected in specific quantities upon customer request, or prepared in a way that cannot be reproduced for other buyers.

2. Right of Withdrawal — Private Consumers

Pursuant to Articles 52–58 of Legislative Decree 206/2005 (Italian Consumer Code), a consumer customer (a natural person purchasing for non-professional purposes) has the right to withdraw from the contract within 14 days of receiving the goods, without providing any reason.

To exercise the right of withdrawal, the customer must send written notice to: 📧 medajafilati@gmail.com

The product must be returned in its original, unused condition and in its original packaging. Return shipping costs are borne by the customer.

The refund will be processed within 14 days of receipt of the returned goods, using the same payment method used for the original purchase.

3. Exceptions to the Right of Withdrawal

Pursuant to Article 59, letter c) of Legislative Decree 206/2005, the right of withdrawal does not apply to custom orders, namely:

  • yarns cut to a specific length upon customer request;
  • non-standard quantities taken from lots (e.g. exact metrage, partial cones);
  • manual selections from specific batches that cannot otherwise be resold to other buyers.

In these cases, the order is to be considered final and non-cancellable, as the product cannot be resold to other customers.

4. VAT-Registered Buyers / Professional Use

Individuals or entities purchasing under a VAT number or within the scope of their professional activity do not fall within the definition of "consumer" as per Article 3 of Legislative Decree 206/2005, and therefore do not benefit from the right of withdrawal provided by the Italian Consumer Code. Transactions with such parties are governed by the contractual conditions agreed upon and by the Italian Civil Code.

5. Defective or Non-Conforming Products

Any claim regarding defective or non-conforming goods must be reported within 5 business days of receipt of the shipment, by sending a detailed description and photographic evidence to: 📧 medajafilati@gmail.com

Following verification, MEDAJA FILATI - GJEKA ALESSIA may, at its sole discretion:

  • replace the product with an equivalent one, or
  • issue a full or partial refund.

Minor color differences between dye lots or slight shade variations due to digital display settings are not considered defects.

6. Contact Information

For any inquiries regarding returns, refunds, or after-sales assistance: 📧 medajafilati@gmail.com 📍 MEDAJA FILATI - GJEKA ALESSIA — Via Ancona 8, 59013 Montemurlo (Prato), Italy 🧵 The Italian Art of Yarn