Return and Refunds

Right of withdrawal 

  1. Pursuant to Article 52 of Italian Legislative Decree 206/2005, as amended by Italian Legislative Decree 21/2014, the Client may withdraw from the Conditions and therefore from the purchase agreement for any reason, without need for an explanation and without incurring any penalty, within 14 (fourteen) working days from the date of receiving the products.
    IAGO shall arrange to refund the Client for the whole amount paid, net of consignment charges incurred and any customs duty paid for importation, within 14 (fourteen) days from the date of cancellation, by transferring the debited amount, via the same payment method used by the Client for the initial transaction, unless otherwise agreed. In any case, the Client shall not bear any expenses incurred as a consequence of said refund. IAGO may withhold the refund until the returned product is received or until such time as the Client can prove that the product has been properly dispatched, whichever is sooner.

  2. In order to exercise the right to cancel set out in the preceding Clause 1, the Client shall send notification to IAGO within the time limits indicated to the following email address customercare@iagoitalia.com, and by fill the form provided for that purpose on the Website.
    Registered users can access the "Return" section of their user dashboard and manage return requests.
    Unregistered users simply need to fill in the form (by entering the order number and email address used for the guest purchase) available at this address: link

  3. In the event of cancellation, the Client shall return the products to IAGO within 14 (fourteen) days of said cancellation: For all packages sent from the European Union the shipping address is: IAGO, Via delle Rose,11 36061 Bassano del Grappa (VI) Italy

    The goods must be returned intact, complete in all their parts and in their original packaging (envelopes and packaging), having been kept and used only for the time strictly necessary to establish and verify their condition, features and size, in accordance with normal diligence, there being no signs of wear or dirt and in compliance with the following conditions:

    • the right to cancel may be applied to the purchased product as a whole; it is not in fact possible to return only part of the purchased product (for eg., accessories, complementary items, etc.);
    • in order to cancel, the product must be complete and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessories: labels, cards, tags, seals, etc.);
    • until confirmation of receipt by the warehouse indicated by IAGO is given, liability for transport shall be borne solely by the Client;
    • should the goods be damaged in transit, IAGO shall notify the Client, in order that the Client may promptly lodge a complaint against the courier that was used and obtain appropriate compensation; the product shall then be made available to the Client, at the same time as cancelling the request for termination;
    • IAGO shall not be liable in any way for damage, theft or loss that occurs during or as a result of a shipment made for the purposes of returning goods.

  4. IAGO shall arrange to refund the Client for the whole amount paid, within 14 (fourteen) days from the date of cancellation, by transferring the debited amount, via the same payment method used by the Client for the initial transaction, unless otherwise agreed. In any case, the Client shall not bear any expenses incurred as a consequence of said refund. IAGO may withhold the refund until the returned product is received or until such time as the Client can prove that the product has been properly dispatched, whichever is sooner.

  5. In any case, the Client shall forfeit the right to cancel should IAGO discover any of the following:

    • that the returned product and/or its accessories, and/or its packaging are not intact;
    • that the product is without its external package and or the original internal packaging;
    • that the product is missing some of its integral parts and/or accessories (for eg., fastenings, ties, buckles, etc.).

    Should the right to cancel be forfeited, IAGO shall arrange to return the purchased product to the sender, debiting the shipping costs from the same and, if already refunded, the price of the product.