Refund policy

Return and Refund Policy

At Camilla Rosales, we want our customers to feel confident when shopping with us. This Return and Refund Policy explains your rights and the conditions applicable to returns, refunds and exchanges.

14-Day Right of Withdrawal

If you are a consumer purchasing from us online, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with applicable consumer protection law.

To exercise your right of withdrawal, you must inform us of your decision within the 14-day withdrawal period by contacting:

Email: info@camillarosales.com

Please include your order number and sufficient information for us to identify your purchase.

After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.

Hygiene and Intimate Products

Due to the intimate nature of lingerie, underwear and similar products, strict hygiene requirements apply.

Certain Camilla Rosales products are supplied with a hygiene protection strip or hygiene seal.

Where a product is sealed for health protection or hygiene reasons and, due to its nature, is not suitable for return once the hygiene protection has been removed, opened, broken or damaged, the statutory right of withdrawal may no longer apply after the hygiene protection has been removed, opened, broken or damaged, to the extent permitted by applicable law.

Customers should therefore not remove, detach, damage or alter the hygiene protection strip or seal before deciding whether to keep the product.

Products must not be worn for longer than reasonably necessary to inspect their size, fit and appearance. For hygiene reasons, intimate products should be tried on over clean underwear whenever reasonably possible.

Products that have been worn in direct contact with intimate areas after removal or damage of the hygiene protection may not be eligible for return where the applicable hygiene exception applies.

Condition of Returned Products

Customers may inspect products only to the extent reasonably necessary to establish their nature, characteristics, appearance and fit.

Returned products should, where reasonably possible, be returned with:

all original tags and labels attached;
the original hygiene protection intact;
original packaging and accessories;
no signs of washing;
no stains, marks, make-up, deodorant, perfume, body products or other contamination;
no unusual or persistent odours;
no damage, alterations or excessive wear.

If a product has been handled beyond what is necessary to establish its nature, characteristics and functionality, we reserve the right, where permitted by applicable law, to reduce the refund to reflect any resulting reduction in the value of the product.

Removal or damage of a hygiene protection strip or seal may additionally result in the loss of the right of withdrawal where the legal hygiene exception applies.

Returns

Before returning an item, please contact us at:

info@camillarosales.com

Returns must be sent to:

RENAVERO Renato Majarič s.p.
Ulica bratov Turjakov 21
2327 Rače
Slovenia

The customer is responsible for the direct cost of returning the goods when exercising the standard right of withdrawal, unless otherwise required by applicable law.

The customer is responsible for packaging returned goods appropriately to prevent damage during transport.

We strongly recommend using a tracked or otherwise verifiable shipping method and retaining proof of shipment until the return has been completed.

Please do not send products to us without sufficient information to identify the order.

Exchanges

We do not offer direct exchanges, including exchanges for a different size, colour or model.

If you wish to purchase a different size, colour or product, you may return the original eligible item in accordance with this policy and place a new order separately.

This does not affect any statutory rights you may have in relation to defective, incorrect or non-conforming goods.

Refunds

Once we receive your return, we will inspect the returned product and determine whether it complies with the conditions described in this policy and applicable law.

Where a valid statutory right of withdrawal has been exercised, we will refund the payments received from you in accordance with applicable law.

This includes the cost of the least expensive standard delivery method offered by us for the original order.

Any additional delivery costs resulting from your choice of a more expensive delivery method, such as express or premium shipping, are not refundable to the extent permitted by law.

Refunds will normally be issued using the same payment method used for the original transaction unless another method has been expressly agreed.

We may withhold reimbursement until we have received the returned goods or until you provide satisfactory evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

Please note that the time required for the refunded amount to appear on your account may additionally depend on your bank, card issuer or payment provider.

Damaged, Defective, Incorrect or Non-Conforming Products

The rules concerning the 14-day right of withdrawal and hygiene-related returns are separate from your statutory rights relating to defective, damaged, incorrect, unsafe or otherwise non-conforming products.

If you believe that you have received a damaged, defective, incorrect, unsafe or non-conforming product, please contact us as soon as reasonably possible at:

info@camillarosales.com

Please provide your order number, a description of the issue and, where appropriate, clear photographs showing the problem.

Where a product is defective, incorrect or otherwise non-conforming, the matter will be handled in accordance with applicable consumer protection law.

Where we are legally responsible for the return of a defective, incorrect or non-conforming product, the customer will not be required to bear return shipping costs.

Refused Returns and Reduced Refunds

Where permitted by applicable law, a return may be refused or a refund may be appropriately reduced if the product:

is subject to a valid hygiene exception following removal, opening, breaking or damage of its hygiene protection;
has been worn or used beyond what is reasonably necessary for inspection;
has been washed or cleaned;
has been damaged by the customer;
contains stains, marks, odours or contamination resulting from customer handling;
has been altered, repaired or modified;
is missing parts or accessories in circumstances that reduce its value.

Any assessment will be made reasonably and in accordance with applicable consumer protection law.

Abuse of the Returns Process

We reserve the right to investigate suspected fraudulent, abusive or excessive misuse of our return process.

This may include, for example, returning products different from those originally purchased, deliberately damaging products, manipulating hygiene protections, or submitting false or misleading claims.

Nothing in this section limits any mandatory consumer rights.

Statutory Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict or limit any mandatory statutory rights or remedies that cannot legally be excluded or limited.

Where any provision of this policy conflicts with mandatory applicable consumer protection law, the mandatory legal provision will prevail.