Returns & Refunds

Cardinal Milano wants every client to be fully satisfied with their purchase. This policy applies to return requests relating to orders placed through the Cardinal Milano website. Any mandatory consumer rights provided by applicable law remain unaffected.

Requesting a Return

For products eligible for return, the client must contact Cardinal Milano Customer Care within 14 calendar days of delivery.

The request should include:

• the order number;
• the product to be returned;
• the reason for the return, where relevant;
• photographs if the product is damaged, defective or not as ordered.

The client must wait for written authorisation and return instructions from Cardinal Milano before shipping the product. Products sent without prior authorisation, or to an address other than the one provided by Customer Care, may not be accepted.

After notifying Cardinal Milano of the return, the client must dispatch the product without undue delay and, where required by applicable law, no later than 14 days after communicating the decision to withdraw.

Condition of Returned Products

The product must be returned:

• unused, unworn and in its original condition;
• free from scratches, stains, alterations, odours or other signs of use;
• with all original tags, seals and protective films still attached;
• complete with its dust bag, packaging, accessories, shoulder strap, documents and all other materials supplied with the order;
• securely packed to prevent damage during transport.

The product may be handled only to the extent necessary to establish its nature, characteristics and functioning, as would be permitted in a physical store.

Where permitted by applicable law, Cardinal Milano may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the product.

Changing a Model, Colour or Material

Cardinal Milano does not offer direct exchanges.

A client wishing to purchase a different model, colour or material may request the return of the original product, provided that it is eligible for return under this policy, and place a new and separate order.

The new order is independent of the previous return and is subject to product availability, the price in effect at the time of purchase, the selected currency and the commercial conditions applicable to the new order.

Products cannot be reserved while a return is awaiting receipt or approval.

Return Shipping

Except where a product is damaged, defective or not as ordered, the direct cost of return shipping is borne by the client, to the extent permitted by applicable law.

Cardinal Milano may arrange collection through its appointed courier. In that case, the actual return shipping cost will be communicated to the client and may be deducted from the refund where permitted by law.

The return must be sent using a trackable service and insured for the full value of the product. The product remains the client’s responsibility until it is delivered to Cardinal Milano.

Returns must originate from the same country to which the original order was delivered, unless Cardinal Milano gives prior written approval. All products from the same order should be returned in one parcel unless Customer Care authorises otherwise.

Cash-on-delivery shipments and shipments with charges payable on arrival will not be accepted unless expressly agreed in writing.

Returns from Countries Outside the European Union

For voluntary returns originating from countries outside the European Union, and to the extent permitted by applicable law, the refund will be calculated after deducting the actual, non-recoverable costs incurred by Cardinal Milano in connection with the order and its return.

The following amounts may be deducted:

• customs duties, import taxes and other fiscal charges paid by Cardinal Milano and not recoverable;
• the actual cost of the original shipment to the client;
• the actual cost of returning the product to Cardinal Milano.

These deductions are not a penalty. They represent only actual and non-recoverable costs incurred in fulfilling and returning the order.

Before authorising the return, Cardinal Milano will provide an estimate of the expected deductions. The final amount will be determined from the actual shipping, customs and tax costs incurred.

Where the original delivery was described as complimentary or free of charge, the actual outbound logistics cost incurred by Cardinal Milano may still be deducted where permitted by applicable law.

If mandatory consumer law applicable to the client requires a different refund calculation, that mandatory law will prevail.

Returns Subject to European Union Withdrawal Rules

Where European Union withdrawal rules apply, Cardinal Milano will reimburse the payments required by law, including the cost of the least expensive standard delivery option offered, if such a delivery charge was paid by the client.

The client bears the direct cost of returning the product when informed of that cost before purchase. Cardinal Milano may withhold reimbursement until the returned product has been received or the client has supplied valid evidence of dispatch, whichever occurs first.

Exotic Leather Products Not Subject to CITES

Exotic leather products that do not require CITES documentation may be returned under the standard conditions set out in this policy.

CITES-Regulated Exotic Leather Products

International returns of products requiring CITES documentation cannot be processed as ordinary courier returns.

Once a product has been legally imported into the country of destination, its return to Italy may require:

• an export or re-export certificate issued by the competent CITES authority in the country where the product is located;
• the original documentation relating to the previous import;
• any authorisation required for the product’s re-entry into the European Union;
• the use of authorised carriers and designated customs offices.

For a voluntary return, the client is responsible for obtaining, at their own expense, the export or re-export documentation required by the authorities of the country where the product is located.

Cardinal Milano will consider the return only after verifying the available documentation, the possibility of obtaining the authorisations required for re-entry into Italy, and compliance with all applicable CITES and customs rules.

The product must not be shipped without Cardinal Milano’s prior written authorisation and without all required CITES and customs documents.

If the required authorisations cannot be obtained, the product cannot be lawfully returned and the return cannot be accepted. Unauthorised or undocumented shipments may be refused, detained or seized by the competent authorities.

Where permitted by applicable law, an order may no longer be voluntarily cancelled once Cardinal Milano has submitted the application for the CITES documentation specifically required for its export and delivery.

These limitations do not affect mandatory consumer rights or rights relating to damaged, defective or non-conforming products.

Made-to-Order Products

Made-to-Order products are produced on request and according to the configuration or specifications selected by the client.

Where a product is made to the client’s specifications or is clearly personalised, it cannot be voluntarily cancelled, returned or exchanged once production has started, to the extent permitted by applicable law.

Mandatory consumer rights and rights relating to damaged, defective or non-conforming products remain unaffected.

Damaged, Defective or Non-Conforming Products

If a product is damaged, defective or not as ordered, the client should contact Cardinal Milano Customer Care as soon as possible, quoting the order number and providing photographs that clearly show the issue.

The product must not be shipped before Cardinal Milano has provided return instructions.

When a return results from damage, a defect or non-conformity attributable to Cardinal Milano, no deduction will be made for duties, taxes, original shipping or return shipping. Cardinal Milano will provide the necessary instructions and bear the return costs where required by applicable law.

A claim concerning a damaged, defective or non-conforming product is separate from a voluntary return and does not limit any rights arising under the applicable legal guarantee.

Inspection of Returned Products

Every returned product is inspected after receipt.

If the product does not meet the return conditions, Cardinal Milano may, to the extent permitted by law:

• refuse the return;
• reduce the refund to reflect the product’s diminished value;
• send the product back to the client after the related costs have been paid.

Cardinal Milano will inform the client of the inspection outcome and any applicable deductions.

Refunds

After receiving and inspecting the returned product, Cardinal Milano normally processes the refund within 5–7 business days and, in all cases, within the mandatory time limits established by applicable law.

Where European Union withdrawal rules apply, reimbursement will be made no later than 14 days after Cardinal Milano is informed of the decision to withdraw. Cardinal Milano may withhold reimbursement until it has received the product or valid evidence that the product has been dispatched.

The refund will be issued to the original payment method and in the same currency used for the purchase, unless another method is expressly agreed and permitted by law.

For returns subject to deductions, the client will receive a summary showing:

• the amount originally paid;
• non-recoverable duties and taxes;
• the original shipping cost;
• the return shipping cost;
• the net amount refunded.

The time required for the refund to appear in the client’s account depends on the bank, card issuer or payment provider and is outside Cardinal Milano’s control. Exchange-rate differences and charges applied by banks or payment providers are not reimbursed, except where required by law.

Contact

To request a return or receive assistance, contact Cardinal Milano Customer Care at customercare@cardinalmilano.com.

Do not ship any product before receiving written authorisation and return instructions from Cardinal Milano.