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, Products sold by Paolina Roma are delivered through express courier:

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 of or damage to the Products transfers to the User upon delivery. For consumers, the transfer of risk shall occur in accordance with the applicable consumer protection legislation.

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).

1.4 Customs Duties and Refused Shipments. For orders shipped outside the European Union, customs duties, import taxes, and any other clearance charges may be levied by the destination country upon arrival. Such charges are determined by the competent authorities of the destination country, are not included in the purchase price or shipping costs paid at checkout, and are the sole responsibility of the User. The User is responsible for ensuring that all applicable customs duties, taxes, and import formalities are satisfied. If the User refuses to pay such charges, refuses delivery, or otherwise causes the shipment to be returned to Paolina Roma, and the Product has been made to the User's specifications or is clearly personalized, Paolina Roma reserves the right not to refund the purchase price, shipping costs, or any other amounts paid.

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) and to Directive 2011/83/EU on Consumer Rights, 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 info@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. 08 dated July 17, 2026