Last updated: May 18, 2026
Returns & Refunds
Draft. This English version is a translation of the Italian original, provided for the convenience of international visitors. In case of any conflict between the two versions, the Italian version prevails. This text is a working draft not yet reviewed by counsel and may change before public launch.
1. Preamble: personalised products
All products offered on makolate.store are made to your specifications or clearly personalised. For that reason, under art. 59(1)(c) of the Italian Consumer Code (Legislative Decree 206/2005), the 14-day right of withdrawal does not apply: once your order is confirmed, you cannot cancel it on change-of-mind grounds. See Terms & Conditions, section 8, for more detail.
What follows describes the cases where you are still entitled to a replacement, repair or refund — and how to claim them.
2. When you can request a return or refund
You may contact us in the following cases:
- Damage in transit: the package arrives damaged, or the product is broken.
- Wrong item: you received a product that differs from the one you ordered.
- Lack of conformity: the product has a defect covered by the statutory warranty of conformity under arts. 128 to 135 quinquies of the Italian Consumer Code, lasting 24 months from delivery.
3. What is not covered
- Minor variations inherent to the additive, handmade nature of 3D printing (slight colour shifts, faint layer lines visible at certain angles, dimensional variations within a ±0.3 mm tolerance).
- Mistakes in your own configuration (e.g. typos in the personalised text you confirmed at checkout).
- Damage caused by misuse, post-delivery handling, exposure to heat or solvents incompatible with the print materials.
- Change of mind — for the reason given in section 1.
4. Time limits for your claim
| Case | Time limit |
|---|---|
| Damage in transit, opened or tampered package | Within 14 days of delivery |
| Wrong item | Within 14 days of delivery |
| Lack of conformity | Within 2 months of discovering the defect, and in any case within 24 months of delivery |
5. How to proceed
- Write to [email protected] within the deadlines above, including:
- your order number (in the confirmation email);
- a description of the problem;
- photos of the product and, if relevant, the packaging.
- You will receive a reply within 2 working days with return instructions (a prepaid label or a doorstep pickup, depending on the carrier).
- Once we receive and inspect the product, we offer you a choice between:
- Free replacement with an identical item (production lead time ~ 5-10 working days);
- Repair, where technically possible;
- Full refund to the original payment method.
The choice between repair and replacement is yours, except where the requested remedy is objectively impossible or disproportionate to the other (art. 130 of the Italian Consumer Code).
6. Return shipping costs
Where the return is due to damage in transit, an error on our side, or a lack of conformity, return shipping is on us. We will either send you a prepaid label or arrange pickup by our carrier.
7. Refund timing
Approved refunds are credited back to the original payment method within 5 working days of authorisation. Bank or card-network processing times for the final credit may add up to 10 further working days.
8. Online dispute resolution (ODR)
If we cannot reach an agreed solution, you may use the European ODR platform: ec.europa.eu/consumers/odr. Our reference email is [email protected].
9. Contact
For any return or refund request: [email protected] — Chipcolate S.r.l., Piazza della Repubblica 19, 20124 Milan (MI), Italy.