1. General Policy

• We accept returns within 14 days of the product delivery date.
• The item must be returned in its original, unused condition, with original tags, packaging, and accessories.
• Damaged or used items may not be eligible for return.
• Returns are only possible for items purchased directly from our website.

1. Return Procedure

• Please contact customer service at orders@multitudes.it within 14 days of receiving the item to request a return. You must provide your order number and a detailed description of the reason for the return.
• Customer service will provide a return authorization and instructions on how to proceed.

1. Shipping Costs

• Return shipping costs are the responsibility of the customer, unless the product is defective or there was an error on our part in sending the item.

1. Exchange of Goods

• You may request an exchange for an item of the same or lesser value within 14 days of receiving the item.
• The exchange is subject to stock availability.

1. Refund Times

• Once we receive and inspect the returned item, we will process your refund within a maximum of 14 working days, using the same payment method used for the purchase.

1. Restrictions

• Custom or made-to-order items may not be eligible for return unless defective.

1. Compliance with Italian Laws

• This return policy complies with Italian consumer rights laws, including the right of withdrawal and product warranties. Returned items will be handled in accordance with applicable laws.

We recommend that you consult the terms and conditions of sale and the return policy on the website for any updates or changes to the policy itself.

(i) use the website only to make legally valid inquiries or orders;

(ii) not to place false or fraudulent orders. If we have reasonable grounds to believe that such an order has been placed, we will be entitled to cancel it and notify the relevant authorities;

(iii) provide us with your email address, postal address, and/or other contact information truthfully and accurately. Likewise, you consent to our use of this information to contact you (if necessary, please read our Privacy Policy). If you do not provide us with all the information we require, we will not be able to process your order. By placing an order through this website, you warrant that you are of legal age (18 years or older) and have the legal capacity to enter into binding contracts.

3.CHOOSE AND ORDER PRODUCTS

The purchasing process is guided and explained at every stage to allow you to verify and correct any errors whenever necessary before completing the order. We therefore ask you to pay close attention to the various stages of the purchasing process. The characteristics and prices of the various products for sale on the Site are shown on the page relating to each Product. The Customer must add the Product to the "Cart", then enter the shipping and billing information, select the desired payment method, and confirm the order only after having read the General Conditions and the Privacy Policy and confirmed their acceptance. By submitting an order from the Site, which constitutes a contractual proposal, the Customer acknowledges and declares that he or she has read all the information provided during the purchasing process and fully accepts these General Conditions and the payment terms. The contract stipulated between multitudes and the Customer is deemed concluded upon acceptance of the order by multitudes. This acceptance is communicated to the Customer via an order confirmation email containing a reference to these General Conditions, the order number, shipping and billing information, a list of the products ordered with their essential characteristics, and the total price, including any shipping costs. In any case, the Customer will check the confirmation email and, if they find any errors in the order, will have 3 hours from receiving the email to contact Customer Service directly from the Site using the contact form accessible from the "Contacts" page or by writing an email to contact@multitudes.it. After this time, the order will be processed for shipment and no changes will be accepted, without prejudice to the Customer's rights under Article 9 below. Acceptance of these Terms and Conditions also exempts the Seller from any liability arising from the issuance of incorrect tax documents due to errors in the data you provided when ordering online, as you, as the customer, are solely responsible for their correct entry.

4. PRE-ORDERS

Through this website, where applicable, you can pre-order certain products, to which all these general terms and conditions of purchase apply. Please note that, generally, the estimated delivery time for your pre-order may be subject to longer delivery times than for a regular order, but in any case, the maximum delivery time is 30 days from the Order Confirmation date.

5. PRODUCT INFORMATION

Product information and specifications are available on the Website. 5.1 As these are handcrafted products, the products may have small defects or imperfections; these will not be considered a cause of non-compliance, but rather a sign of the uniqueness of the product itself. 5.2 The product images on our website are for illustrative purposes only. Although multitudes constantly takes measures to ensure that the photographs displayed on the Website are faithful reproductions of the original products, including the adoption of every possible technological solution to minimize inaccuracies, some variations are always possible due to the technical characteristics and color resolution of the electronic device you are using. Consequently, the Seller will not be responsible for any inadequacy of the graphic representations of the products presented on the Website due to the aforementioned technical reasons, as such representations are merely illustrative. In the event that a non-compliant Product is delivered, the Customer may request that the Products be restored to conformity through repair or replacement. Where this is not possible, the Customer will be entitled to a corresponding reduction in the Purchase Price or to a refund of the Purchase Price and (where incurred) the Shipping Costs.

6. COUPON CODES – PROMOTIONS – FREE GIFTS

Multitudes may include discount coupons in packages, send them via email, or send them through partner sites. These coupons can be used by the expiration date indicated on the coupon. The discount coupon must be entered in the "Discount Code" box on the cart page and activated by clicking the "Apply Code" button. The system will update the total order amount, net of the coupon value. Use of the coupon is governed by the following terms and conditions: – Discount coupons cannot be combined with other commercial offers; – Coupons have a predefined value or can be in the form of a percentage discount; – They have an expiration date indicated on the coupon itself; – The coupon does not give right to change, will not be refunded, in whole or in part, and must be used by the expiration date. The voucher cannot be resold; – The coupon can only be used to purchase products online; – For fixed-value coupon codes, if the amount is not sufficient to cover the order amount, the buyer can pay using the payment methods provided on the Site.

7. PRICES AND SHIPPING

7.1 Product prices include VAT and are expressed in euros (€). For shipping costs, the Customer should refer to the "Shipping Costs" section of the order. Prices exclude shipping costs, which are added to the total amount due. Prices are subject to change at any time; however (except where previously established), possible changes will not affect orders for which we have already sent an Order Confirmation.

7.2 All orders are shipped directly from Italy. Product prices and shipping costs are indicated on the website and in the order, unless otherwise specified. They do not include any customs duties and related taxes, which cannot be calculated in advance, if the shipment is to non-EU countries or to countries where applicable legislation requires import duties.

7.3 These costs are therefore borne by the customer and must be paid directly upon delivery of the products.

8. PAYMENT METHODS

The Customer may pay the price of the Products and the related delivery costs by credit card or PayPal.

8.1 Credit Card

Payment for Products purchased on the Site can be made by credit card directly through the Site. multitudes accepts VISA, Mastercard, and American Express credit cards. The Total Amount is charged to multitudes upon order submission. By selecting the "Remember payment information for future orders" box or by accessing the "Payment Methods" section of your personal account, you can authorize the storage of your credit card details and their reuse for subsequent purchases, thus avoiding having to enter your credit card details for each purchase. You may, at any time, revoke the authorization to reuse your credit card details for subsequent purchases by accessing your personal account and deleting any saved cards. To ensure the security of payments made on the Site and prevent fraud, multitudes reserves the right to request that the user send a copy of the front and back of their ID card via email, and, if the order is placed by a different person than the cardholder, the cardholder's ID card. The document must be valid. The request email will specify the deadline by which the document must be received by multitudes. This deadline will, in any case, not exceed 5 business days from receipt of the user's request. The order will be suspended pending receipt of the requested document. The user is required to send the requested documents within the specified timeframe. If multitudes does not receive these documents within the timeframe specified in the request email, or if it receives expired or invalid documents, the contract will be automatically terminated pursuant to and for the purposes of Article 1342 of the Italian Civil Code. 1456 of the Italian Civil Code and the order will be cancelled, without prejudice to multitudes' right to compensation for any damages it may incur as a result of the user's non-compliant behavior. Termination of the contract, of which the user will be notified by email no later than 5 working days after the deadline for sending the documents requested by multitudes, will result in the cancellation of the order and the subsequent refund of the total amount, if paid, via credit to the same payment method used. If multitudes promptly receives the valid requested documentation, the delivery terms applicable to the order will start from the date of receipt of such documentation. multitudes uses a payment gateway to authorize payments for Orders ("Payment Gateway"); therefore, it does not directly manage any financial information relating to the Payment Method used by the Customer, nor does the Site process any financial information provided to complete the Order. The Payment Gateway protects the details of the credit or debit card used by encrypting sensitive information to ensure that it is transmitted securely. The Site uses Secure Socket Layer (SSL) technology to ensure a higher standard of security for each Order.

8.2 PayPal

PayPal, an eBay company, is a fast and secure payment system. Once you select this payment method and click "Place Order," a pop-up window will open where you can choose between two options: - Pay with your personal PayPal account; or - Pay with any credit/prepaid card (Visa, Visa Electron, Postepay, PayPal Card, Mastercard). The system communicates directly with PayPal in complete security, so multitudes never gains access to your payment method information. The amount will be charged directly to the credit card (Visa, Visa Electron, Postepay, Mastercard) or prepaid card (PostePay) you have selected or the one associated with your PayPal account. You will receive a confirmation email from PayPal for each transaction. The order amount will be charged to your PayPal account upon order placement. In the event of cancellation, the amount will be refunded to your PayPal account or credit/prepaid card. If you have an American Express or Discover card, you can only pay through PayPal.com. Select PayPal or Credit Card as your payment method and click the "Pay with PayPal" button when the window opens. Once on the PayPal website, select "Don't have a PayPal account?" and enter your American Express Discover card details. Paying by PayPal or Credit Card speeds up order shipping because the transaction is verified instantly and your order is processed immediately. If, after receiving the ordered products, you wish to exercise your right of withdrawal for any reason, the Seller will instruct your bank to refund the amount directly to your credit card.

9. TRANSPORT AND DELIVERY

Products purchased on the Site will be delivered to the address indicated by the Customer during the purchase process by courier from Monday to Friday, excluding holidays and national holidays. Multitudes is not responsible for unforeseeable delays or delays not attributable to it. Once the Products have been shipped, the Customer will receive a confirmation email containing a link to track the shipment. In any case, except in cases of force majeure or unforeseeable circumstances, the ordered Products will be delivered within 72 business hours from the day the Customer receives the order confirmation email. This is not guaranteed for areas such as Calabria, Sicily, and Sardinia, or for areas that are difficult to reach. Visit the Shipping and Returns page for the applicable Return Policy.

10. YOUR RIGHT TO TERMINATE A CONTRACT

Only if the Customer signing the contract is a Consumer (meaning a natural person who uses the site for purposes other than any business or professional activity), he will have the right to withdraw from the contract concluded with the Seller, without any penalty and without specifying the reason, by communicating it to the Seller within fourteen (14) days, starting from the day on which the Customer or a third party, designated by the Customer and other than the Carrier, acquires physical possession of the goods. The deadline is considered respected if the Customer returns the goods before the 14-day deadline. The withdrawal period referred to in the previous paragraph ends after 14 days starting from the day on which you, or a third party, other than the carrier and designated by you, acquires physical possession of the goods. To exercise the right of withdrawal, you must inform us, by sending an email to contact@multitudes.it, of your decision to withdraw from the Contract through an explicit declaration (for example, a letter sent by email). To meet the withdrawal deadline, it is sufficient for you to send the communication relating to the exercise of the right of withdrawal before the withdrawal period expires. If you withdraw from the Contract, we will refund all payments received from you, including delivery costs (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any case no later than 14 days from the day on which we are informed of your decision to withdraw from the Contract. These refunds will be made using the same means of payment as you used for the initial transaction. In any case, you will not incur any fees as a result of such refund. Without prejudice to the foregoing, the refund may be withheld until we receive the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. Your right to withdraw from the Contract applies exclusively to products returned in the same condition in which you received them. You must return the product in the packaging and wrapping in which you received it, following the instructions in the "SHIPPING AND RETURNS" section of this website. You will be responsible for the costs and risks of returning the products. If you have any questions, you can contact us through the customer service channels indicated in the "Contact" section of our website.

11. USE OF PERSONAL DATA

We will only use your personal data in accordance with our Privacy Policy. We recommend that you review it as it contains important provisions that may affect you.

12. LEGAL WARRANTY

Products sold through this website are covered by the mandatory legal guarantee provided by law for consumers, covering any defects of conformity existing at the time of delivery of the goods. The legal guarantee covers any defects of conformity of the goods that may become apparent within two years of delivery, provided that they are reported within two months of discovering the defect. Pursuant to applicable law, a defect of conformity exists if the product you purchased (i) does not conform to the description provided and does not possess the qualities presented on this website; (ii) is not suitable for the use for which the products are normally intended; (iii) does not possess the qualities and characteristics of a product of the same type and that can reasonably be expected, given the nature of the goods and, where applicable, the specific characteristics presented. To the extent permitted by law, we exclude all additional and derogable guarantees, except those that cannot be legitimately excluded for consumers and users. In the event of a defect of conformity, you have the right to have the goods brought into conformity, free of charge. If you believe that one or more of the products you purchased have defects, please contact us using the contact details provided on our website.

13. INTELLECTUAL PROPERTY

You acknowledge and agree that all copyright, trademarks, and other intellectual property rights in the materials or content presented as part of the website are owned by us or our licensors. You may only use such materials in ways expressly authorized by us or our licensors. This does not prevent you from using this website to the extent necessary to copy your order information or Contact Details.

14. RIGHT TO MODIFY THESE CONDITIONS

We reserve the right to review and modify these Terms and Conditions at any time. You will be subject to the Terms and Conditions in effect at the time of your order, unless a change to the Terms and Conditions or the Data Protection Policy is required by law or at the request of a government authority (in which case, this will also apply to orders already placed with us).

15. COMMUNICATIONS OR COMPLAINTS For any communication, information or complaint relating to an Order and these General Conditions of Sale, the Customer may contact Customer Service by choosing one of the methods indicated on the “Contacts” page.

16. APPLICABLE LAW AND DISPUTES

These General Conditions of Sale and the sales contracts governed by them are governed by Italian law. All disputes relating to these General Conditions of Sale and the contracts governed by them will be resolved by the competent Court of the Customer's place of domicile or residence based on the applicable law or, at the Customer's option, by the Court of Milan. The possibility of seeking out-of-court dispute resolution remains unaffected, as provided for by Articles 66 and 141 of the Consumer Code.

16.1 Online platform for alternative dispute resolution (ODR). Given that multitudes is always available to seek an amicable solution to any disputes that arise through the direct contacts indicated in point 1), we inform our Customers that, pursuant to Article 14 of EU Regulation no. 524/2013 and the ODR resolution pursuant to Statutory Instrument no. 500/2015 in force since February 15, 2016, the European Commission has established an online platform for online dispute resolution (ODR) arising from the purchase of goods online, accessible at the following link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage Through the ODR platform, the Customer can consult the list of ODR bodies, find the link to each of them, and initiate an online dispute resolution procedure. Further information on the platform is available at the following link: https://webgate.ec.europa.eu/odr/main/?event=main.about.show