Returns and Refounds

Returns, Refunds and Legal Guarantee Policy

Last updated: 05 March 2026

Customer satisfaction is a priority for Robertino Zancan S.r.l. (hereinafter also referred to as “Zancan”).
Below are the conditions governing the exercise of the right of withdrawal, the handling of non-conforming products, and the return procedure, in accordance with Italian Legislative Decree No. 206/2005 (Consumer Code) and the applicable European Union legislation on distance selling.

1. Right of Withdrawal and Legal Guarantee of Conformity

Customers benefit from the protection provided by applicable legislation both with regard to the right of withdrawal and in cases involving non-conforming products.

Right of Withdrawal

The Customer (or a third party designated by the Customer) has the right to withdraw from the contract without providing any reason within 14 calendar days from the day on which the Customer acquires physical possession of the goods.
To exercise the right of withdrawal, the Customer must initiate the request through their Personal Account in the “My Orders” section.
If the order was placed as a guest before 1 March 2026, the Customer may initiate the procedure by sending an email to customer@zancangioielli.com.
The Customer must return the product within 14 days from the communication of the withdrawal.

Exclusions from the Right of Withdrawal

Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal does not apply to goods made to measure or clearly personalized, such as items with engravings or products manufactured in special sizes at the Customer’s request.

Legal Guarantee of Conformity

All products are covered by a 24-month Legal Guarantee of Conformity, in accordance with Articles 128–135 of the Italian Consumer Code.
The Legal Guarantee covers only defects of conformity existing at the time of delivery of the product or arising during the guarantee period.
The Legal Guarantee does not cover aesthetic alterations or deterioration resulting from the normal use of jewelry over time, such as:

  • scratches
  • oxidation
  • loss of shine

In the event of a defective, damaged, or non-conforming product, the Customer is invited to promptly report the issue by email to customer@zancangioielli.com, and subsequently initiate the return procedure through their Personal Account.
After verification of the defect, Zancan will provide repair or replacement of the product at no cost to the Customer, or, where required by law, issue a full refund.

2. Conditions for Acceptance of a Return

In order for a return to be accepted, the product must be returned:

  • intact, having been used only to verify its nature, characteristics, and functioning;
  • complete with its original packaging, certificates of authenticity, and accessories;
  • with the warranty seals intact, where applicable.

Note: In the event of a decrease in the value of the goods resulting from handling other than that necessary to establish the nature, characteristics, and functioning of the product, Zancan reserves the right to refuse the return or retain an amount proportional to the loss of value of the goods.

3. Single Return Procedure

To ensure the highest level of security for valuable goods, a single and mandatory return procedure has been established.
IMPORTANT: For security reasons, Zancan provides a prepaid shipping label.
Customers are invited to use it in order to ensure the security and traceability of the shipment.

Steps for the Customer

  1. Access the Personal Account in the “My Orders” section and select the products to be returned, indicating the reason in the dropdown menu. If the purchase was made as a guest before 1 March 2026, please contact Customer Care at customer@zancangioielli.com;
  2. Wait for approval of the request and the instructions necessary to proceed with the return procedure.
  3. Download the shipping label provided by Zancan.
  4. Prepare the parcel using the original packaging or similar packaging with equivalent security characteristics and deliver it within the indicated timeframe to the authorized drop-off point.
    For example: DHL drop-off points here FedEx drop-off points here.

Return Address
ROBERTINO ZANCAN srl – Via dell'Artigianato n° 2 – 36024 Ponte di Nanto (VI) – Italy.

4. Return Costs

Defective or Non-Conforming Product

After receiving the product and verifying the defect through our quality team, we will provide repair or replacement of the product at no cost to the Customer.
If these solutions are not possible or proportionate, we will issue a full refund of the order, including shipping and return costs, in accordance with applicable legislation.

Voluntary Withdrawal

After receiving the returned product and verifying its compliance with this policy, we will issue a refund of the product price within 14 days.
The refund will also include standard shipping costs, if these were paid by the Customer and if the return concerns all items included in the order.
Return shipping costs are borne by the Customer and will be deducted from the refund depending on the country of origin.

Italy€ 13,66
Italy
Central Europe€ 12,08
AustriaFranceGermanyMonacoSlovenia
Western Europe€ 12,32
BelgiumLuxembourgNetherlandsPortugalSpain
Eastern Europe€ 14,77
BulgariaCzech RepublicHungaryPolandRomaniaSlovakia
United Kingdom€ 16,88
United Kingdom (Great Britain)
Northern Europe€ 17,71
CroatiaDenmarkEstoniaFinlandGreeceIrelandLatviaLithuaniaSweden
Switzerland and Liechtenstein€ 20,17
SwitzerlandLiechtenstein
Non-EU Europe€ 32,20
AlbaniaAndorraBosnia and HerzegovinaCyprusGibraltarIcelandMaltaMontenegroNorth MacedoniaNorwaySerbiaTurkeyUkraine
United States€ 27,99
U.S.A.
Canada€ 30,47
Canada
Latin America and Caribbean€ 41,21
AnguillaAntigua & BarbudaArgentinaArubaBahamaBarbadosBelizeBermudaBoliviaBrazilBritish Virgin IslandsCayman IslandsChileColombiaCosta RicaCuracaoDominicaDominican RepublicEcuadorEl SalvadorFrench GuianaGrenadaGuadeloupeGuatemalaGuyanaHaitiHondurasJamaicaMartiniqueMexicoMonserratNicaraguaPanamaParaguayPeruPuerto RicoSaint LuciaSouth AfricaSt. Kitts and NevisSt. MaartenSt. Vincent & the GrenadinesSurinameTrinidad & TobagoTurks & Caicos IslandsUnited States Virgin IslandsUruguayVenezuela
China and Hong Kong€ 32,52
ChinaHong Kong SAR, China
Japan and Singapore€ 33,25
JapanSingapore
South-East Asia€ 33,43
CambodiaEast TimorIndonesiaLaosMacau SAR, ChinaMalaysiaPhilippinesSouth KoreaTaiwanThailandVietnam
Middle East and North Africa€ 38,46
AlgeriaArmeniaAzerbaijanBahrainBangladeshBhutanBruneiEgyptIndiaIsraelJordanKuwaitLebanonLibyaMoroccoNepalOmanPakistanPalestinian TerritoryQatarSaudi ArabiaSri LankaSyrian Arab RepublicTunisiaUnited Arab Emirates
Australia and New Zealand€ 43,08
AustraliaNew Zealand
Africa and Oceania€ 41,01
American SamoaAngolaBeninBotswanaBurkina FasoBurundiCameroonCape VerdeChadCongoCook IslandsCôte d'Ivoire (Ivory Coast)Democratic Republic of the CongoDjiboutiEritreaEthiopiaFaroe IslandsFijiFrench PolynesiaGabonGambiaGeorgiaGhanaGreenlandGuamGuineaIraqKazakhstanKenyaKyrgyzstanLesothoLiberiaMadagascarMalawiMaldivesMaliMarshall IslandsMauritaniaMauritiusMicronesiaMongoliaMozambiqueNamibiaNauruNew CaledoniaNigerNigeriaNorthern Mariana IslandsPalauPapua New GuineaRwandaRéunionSamoaSenegalSeychellesSolomon IslandsSwazilandTanzania, United Republic ofTogoTongaTuvaluUgandaUzbekistanVanuatuWallis & FutunaZambiaZimbabwe

5. Refund Timing and Method

After receiving the returned product, Zancan will carry out a quality check within 5 working days.
Any refunds due will be issued within 14 days following verification of the return.
The time required for the credit to appear may vary depending on the banking institution or payment provider.

6. Automatic Return Notifications

During the return procedure, the Customer will receive automatic notifications:

  • confirmation of receipt of the return request
  • approved return with shipping instructions
  • rejected return with explanation
  • shipping reminder
  • non-conforming return after verification
  • refund confirmation

7. Customer Support

For any questions or support requests, Customers may contact Customer Service at the following email address:
customer@zancangioielli.com
Even in cases not expressly regulated by this Policy, Zancan will carefully evaluate each situation in order to identify the most fair and satisfactory solution for its customers.

This Policy may be available in multiple languages. In the event of any discrepancy or inconsistency between the different language versions, the Italian version shall prevail.

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