Return & Refund Policy

Returns

Return & Refund Policy

A clear, EU-compliant process for returning items and receiving your refund. Your rights matter — and we make exercising them simple.

14-Day Right of Withdrawal

In accordance with EU Directive 2011/83/EU, you have 14 days from the day you (or a third party you nominate) receive your order to withdraw from your contract with PIUMA HOME — without giving any reason. To exercise this right, please notify us before the 14-day period expires.

How to Initiate a Return

Email support@piuma.online with your order number and the items you wish to return.
We’ll confirm your return request, share the return address and any instructions.
Send the items back within 14 days of notifying us, securely packaged.
Once received and inspected, we’ll process your refund.

Eligibility

To be eligible for a return, items must be:

Unused and in the same condition you received them.
In their original packaging, with all tags and accessories included.
Returned within 14 days of you notifying us of the return.

Exceptions

Under EU law, certain items are not eligible for the right of withdrawal:

Personalised or made-to-order items.
Hygiene-related products that have been unsealed after delivery.
Items that, by their nature, cannot be returned (e.g. items that quickly deteriorate).

Damaged Items

If your order arrives damaged, please contact support@piuma.online within 48 hours of delivery, including clear photos of the packaging and the affected item(s). We’ll arrange a free replacement or full refund — your choice.

Wrong Items Received

If you received the wrong item, please contact us within 7 days of delivery and we’ll arrange a free pickup and the correct replacement, or a full refund.

Refund Timing

We will refund you no later than 14 days after we receive the returned items, or after you provide proof of return shipment, whichever happens first. Once processed, your bank may take a few additional business days to display the refund on your statement.

Inspection Process

All returned items are inspected on arrival. If an item shows signs of use beyond what is necessary to test it (as you would in a physical store), we may apply a proportionate deduction reflecting the diminished value, in line with EU consumer law.

Exchange Policy

We currently process exchanges as a return + new order. Once your return is received, we’ll issue your refund and you’re welcome to place a new order at any time.

Refund Method

Refunds are issued to the original payment method used for your order. We do not charge any fee for processing your refund.

Return Shipping Costs

Unless your return is due to a damaged, defective or wrong item (in which case we cover return shipping), the cost of returning the items is your responsibility. We recommend using a tracked service to ensure safe arrival.

Consumer Rights Statement

This policy does not affect any statutory rights you have as a consumer under EU law, including the legal guarantee of conformity for goods (minimum 2 years).