Refund policy
Returns & Refund Policy
At Romaccio you can shop with peace of mind. If something does not fit or is not what you hoped for, we will help you sort it out. This policy explains how to return an item, get a refund, or arrange an exchange.
1. Your 30-day return window
On top of your legal rights, we give every customer 30 days from the day your order arrives to request a return. To be eligible, the item must be:
- unworn and unused, in its original condition;
- complete, with the original packaging, labels and any accessories;
- accompanied by proof of purchase, such as your order number.
2. Your legal right to cancel (14 days)
As a consumer in the United Kingdom you also have a statutory right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You then have a further 14 days to send the goods back. This right sits alongside the 30-day window above, whichever is more favourable to you.
3. How to request a return
Email info@romaccio.co.uk with your order number and the item you would like to return. Once your return is approved we will send you the return address and instructions for sending the parcel.
Please note: items sent back to us without an approved return request cannot be accepted.
4. Damaged, faulty or incorrect items
Check your order when it arrives and contact us straight away at info@romaccio.co.uk if an item is damaged or faulty, or if you received the wrong item. Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality; where they are not, you are entitled to a repair, replacement or refund. We will resolve it as quickly as we can.
5. Exchanges
Would you like a different size or colour? The quickest way is to return the item you have and place a separate order for the one you want as soon as your return is approved.
6. Exceptions
Personalised or made-to-order items and gift cards cannot be returned. If you are not sure whether your item qualifies, just ask us.
7. Refunds
Once we have received and checked your return we will let you know whether the refund is approved. If it is, we refund you to your original payment method within 10 working days. Your bank or card issuer may then need a few more days to process it.
If more than 15 working days have passed since your return was approved and you still have not received anything, email info@romaccio.co.uk.
8. Return postage
If your item is damaged or faulty, or we sent the wrong item, we cover the cost of the return. If you are sending something back because you have changed your mind or it does not fit, the cost of return postage is yours. We will give you the return address and instructions once your return request has been approved.
Questions
Email info@romaccio.co.uk or call +32 499 20 02 54 (Monday to Friday, 8.00–15.00 UK time). See also our Delivery Policy, our FAQ and our contact page.
Romaccio — a trading name of Maddens
Kortrijkstraat 223, 8930 Menen, Belgium
Email: info@romaccio.co.uk · Phone: +32 499 20 02 54
Company number: 0732.628.231 · VAT: BE0732.628.231