Refund policy

Returns and Refunds

Last updated: October 28, 2026

14-day returns

You can return your order within 14 days from the day you receive it, for any reason. The item must be unused and returned in the same condition in which you received it, ideally in its original packaging. We may reduce the refund if the item shows use beyond what is needed to check it.

How to start a return

Please contact us through our contact page before sending anything back. Include your order number and, if you like, the reason for the return. We will reply with the return address and instructions.

For change-of-mind returns, return shipping costs are paid by the customer.

Damaged, defective or wrong items

Please check your order when it arrives. If an item is damaged, defective or not what you ordered, contact us with your order number and a photo. We will send a replacement or give you a full refund at no cost to you.

Refunds

We refund the amount paid, including the original shipping cost if any, within 14 days of receiving your return request. We may wait until we receive the item back, or proof that you have sent it, before issuing the refund. The refund goes to the original payment method; your bank may take a few extra days to show it.

Right of withdrawal (European Union)

If you are a consumer in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, take physical possession of the goods. To exercise this right, inform us of your decision by a clear statement through our contact page or by post to the address below. You may use the model withdrawal form below, but it is not obligatory.

If you withdraw, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we are informed of your decision, using the same means of payment you used. We may withhold the reimbursement until we have received the goods back or you have supplied proof of having sent them, whichever is earlier. You must send back the goods within 14 days of informing us of your withdrawal and you bear the direct cost of returning them. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Model withdrawal form
To: VITRIOL MARKETING DI HERRERA (Fidelavo), Via Carlo Alberto 36, 95014 Giarre (CT), Italy
I hereby give notice that I withdraw from my contract for the sale of the following goods: ____
Ordered on / received on: ____
Name: ____
Address: ____
Signature (only if this form is sent on paper): ____
Date: ____

Who we are

Fidelavo is a brand of VITRIOL MARKETING DI HERRERA, Via Carlo Alberto 36, 95014 Giarre (CT), Italy, VAT IT06306450872.