Refund policy

Preamble These General Conditions of Delivery and Return form an integral part of the broader "GENERAL TERMS OF SALE – Paolina Roma," updated and available on the Site www.paolinaroma.com. For all further definitions, terms, and contractual references, please refer to said contractual document.

Art. 1. Delivery

1.1 In the Proposal, the User must indicate one of the following delivery methods:

  • Collection at the Paolina Roma headquarters located at Via Urbana 122, 00184 Rome, Italy. Paolina Roma will notify the User of the availability of the Product(s) at its headquarters, indicating the day and time for collection.

  • Delivery via express courier. The goods will be delivered to the address communicated by the User during the Proposal submission phase. Paolina Roma undertakes to ship the Product(s) indicated by the User via primary couriers (e.g., UPS, DHL) to the countries for which the service is offered. Paolina Roma will provide the tracking number to the User upon dispatch. Transport costs are borne by the User and correspond to the amount indicated at checkout, unless specific promotions apply. The risk of loss or damage to the Products transfers to the User at the moment of delivery to the carrier, or to the User in the case of consumers, in accordance with applicable regulations.

1.2 Upon receipt of the Product, the User is required to verify the integrity of the packaging. In the event of evident damage or tampering, the User must accept the delivery "with reserve" or refuse it, providing immediate notice to Paolina Roma with photographic evidence. Failure to report such damage immediately may result in the forfeiture of claims regarding the external condition of the delivered goods.

1.3 Delivery times indicated by Paolina Roma are to be considered indicative estimates and do not constitute a binding deadline, as they are subject to courier operations and customs clearance procedures (where applicable).

Art. 2. Exclusion of Right of Withdrawal for Personalized Products

2.1 The User acknowledges that the Products offered by Paolina Roma (specifically the "Charm Bar" jewelry compositions) are created on an ad hoc basis, assembled, and customized according to the specific choices and configurations selected by the User during the purchase process.

2.2 Therefore, pursuant to Art. 59, letter c) of the Consumer Code (Legislative Decree 206/2005), the right of withdrawal is expressly excluded for the supply of goods made to measure or clearly personalized. Consequently, Paolina Roma does not accept requests for returns, exchanges, or refunds deriving from a change of mind or stylistic reconsiderations once the order has been processed.

2.3 Exceptions for Non-Conformity and Defects. The exclusion of the right of withdrawal does not affect the legal guarantee of conformity for defective goods. In the event that the Product received is:

  • Defective or damaged upon origin;

  • Non-compliant with the order summary (e.g., incorrect charm type, assembly error by Paolina Roma staff);

The User must contact Customer Service at hello@paolinaroma.com within and no later than 48 hours from receipt of the goods, attaching photographic evidence of the defect. Upon verification of the non-conformity, Paolina Roma will proceed, at its own expense and discretion, to repair or replace the defective item to ensure conformity with the Order. Refunds will only be considered if repair or replacement is impossible.

Rev. 07 dated November 28, 2025