Refund policy

At Vittorio Citro we want to offer our customers a clear, safe and transparent shopping experience. This policy governs returns, withdrawal and refunds for purchases made online on vittoriocitro.it and its related websites (including vittoriocitro.fr).

For purchases made in the physical boutique, any exchanges or returns are subject to the conditions communicated in store at the time of purchase.

1. Legal right of withdrawal (consumer customers)

If you are a consumer, you have the right to withdraw from the contract within 14 days of the day on which you — or a third party designated by you, other than the carrier — acquire physical possession of the goods, without giving any reason (arts. 52–59 of the Italian Consumer Code, Legislative Decree 206/2005).

To exercise the right of withdrawal, you must inform us of your decision before the 14-day period expires by means of an unequivocal statement, in one of the following ways:

Following a valid withdrawal, we will reimburse all payments received from you, including the cost of the initial standard delivery (excluding the supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us, for example express, priority or insured shipping). If outbound shipping was free, no reimbursement of shipping costs applies.

The refund will be made within 14 days of the date on which we were informed of your withdrawal. We may, however, withhold the refund until we have received the goods back or until you have supplied evidence of having sent them back, whichever is the earlier.

The direct costs of returning the goods are borne by you, at the rates indicated in point 6. You are also liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning (point 10).

2. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: Vittorio Citro S.r.l., Via Sasso 1, 84086 Roccapiemonte (SA) — email: resi@vittoriocitro.it

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: ____________________
Ordered on / received on: ____________________
Order number: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Date: ____________________
Signature (only if this form is submitted on paper): ____________________

3. Commercial returns policy (30 days)

In addition to the legal right of withdrawal, Vittorio Citro offers its customers a broader commercial policy. Since we ship orders as quickly as possible, you can request a return of items purchased online within 30 days of the order date. Should this period turn out to be shorter, the legal 14-day right of withdrawal running from the date of delivery remains guaranteed in any case: the period most favourable to the customer always applies. This commercial option is in addition to — and does not replace — the mandatory rights granted to consumers by law.

4. Summary of the returns rules

  • Legal withdrawal within 14 days of delivery; commercial returns policy within 30 days of the order date (in any case never less than 14 days from delivery).
  • Return cost: Italy free · European Union: equal to the cost of standard shipping to the delivery country as stated in the Shipping Policy (from 8,90 € to 32,90 €; islands and remote areas from 35 € to 75 €).
  • No restocking fee.
  • The product must be returned intact, unused, unwashed, undamaged and complete with tags, original packaging, accessories, dust bags, seals and the brand's original boxes.
  • The original packaging (including the shoe box) is an integral part of the product and must not be used as outer packaging.
  • If the value of the product or its packaging has diminished, the refund may be reduced proportionately.

5. How to make a return

  1. Complete the online form: https://go.ifreturns.com/it/vittoriocitro
  2. Once your request has been approved, you will receive the return label by email.
  3. Prepare the parcel, carefully protecting the product and its original packaging inside an outer box or bag.
  4. Hand over the parcel following the instructions received with the return label: in Italy at a BRT-Fermopoint (https://www.mybrt.it/it/mybrt/parcel-shops); in other countries with the courier and in the manner indicated in the online return procedure.

Returns must be requested within the periods indicated. A return request does not automatically mean that the refund is approved: all returned items undergo a quality check on arrival at our warehouse.

6. Return shipping costs

Returns from Italy are free. For other European Union countries, the return cost is equal to the cost of standard shipping to the delivery country, according to the rates in the Shipping Policy, and is shown in the online return procedure before you confirm your request.

Where a product is confirmed to be wrong, defective or damaged, the return is handled at no cost to you.

7. Condition of the returned product

To be accepted, the product must be returned in the same condition in which it was received, that is:

  • not worn, not washed, not used, not damaged;
  • free from stains, odours, make-up, deodorant, perfume, signs of wear or alterations;
  • with the original tags still attached;
  • intact in every part and complete with original packaging, box, dust bag, accessories, seals and protective materials where present.

Footwear must be tried on only on a clean, dry surface. Items with marked, dirty or scratched soles or with obvious signs of use will not be considered intact. Clothing must be folded and carefully repacked in its original packaging, avoiding any rough handling during return shipping.

8. Original packaging and shoe boxes

The brand's original packaging, including the shoe box, is an integral part of the product and must not be used as outer packaging for shipping the return. You must place the original packaging inside additional protective packaging (a plain box, a suitable shipping bag or other wrapping suitable for transport).

You must not apply directly to the original packaging: shipping labels, adhesive tape, seals, writing, staples, glue, transport documents or any other material that could alter, soil or damage it.

If the original packaging has been used as outer packaging, or is labelled, taped, written on, dirty, torn, deformed or otherwise damaged, Vittorio Citro reserves the right to apply a reduction of the refund proportionate to the diminished value of the product and its packaging, even where the product, although physically intact, can no longer be resold as new.

9. Quality check of returns

On receipt, our team carries out a quality check of the product and packaging, verifying: the condition of the product, the presence of the tags, the integrity of the original packaging, the presence of accessories/dust bags/seals/original materials, any signs of use, washing, alteration, odours or damage, and whether the product was properly protected during return shipping.

Vittorio Citro reserves the right to document the condition of the product and packaging by photo or video when the return is received. If the product does not meet the conditions indicated, Vittorio Citro may refuse the return (where the product is incomplete, used, altered or non-compliant) or apply a reduction of the refund proportionate to the diminished value, within the limits permitted by law.

10. Diminished value of the product

You are liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics, size, fit and functioning. By way of example, the following may lead to a reduction of the refund: use beyond simply trying the item on; removal of or damage to the tags; washing; odours, stains, make-up, deodorant or perfume; dirty, marked or scratched soles; original packaging damaged, labelled or used as outer packaging; missing accessories, dust bags, laces, protective elements, seals or original materials; inadequate packaging during return shipping.

Any reduction of the refund will be assessed case by case on the basis of the condition of the product received and whether it can actually be resold as a new item.

11. Damaged, wrong or defective items

If you receive a damaged, wrong or defective item, please contact us within 48 hours of delivery, sending your order number, photos of the product, photos of the outer packaging, a photo of the shipping label and a description of the problem, using the contact details given in point 19. Where an item is confirmed to be wrong, damaged or defective, the return will be handled at no additional cost to you and, where due, a full refund will be made.

Notifying us within 48 hours enables a prompt check and, where appropriate, the opening of a claim with the courier, but does not limit or prejudice the consumer's rights under the legal guarantee of conformity, which remain unaffected within the statutory time limits.

12. Legal guarantee of conformity

Products sold to consumer customers are covered by the legal guarantee of conformity, lasting 24 months from delivery of the goods (arts. 128–135 of the Italian Consumer Code, as amended by Legislative Decree 170/2021). Any lack of conformity that becomes apparent within 12 months of delivery is presumed to have existed at the time of delivery, unless proven otherwise or unless this presumption is incompatible with the nature of the goods or of the lack of conformity. How to make a claim and the available remedies are set out in the Terms and Conditions of Sale.

13. Non-returnable items

For reasons of hygiene or safety, or due to the nature of the product, we do not accept returns of:

  • swimwear and underwear if tried on in direct contact with the skin, without the hygiene seal, or with the seal removed or tampered with;
  • fragrances, cosmetics and sealed products if opened, used, unsealed or with packaging that is not intact;
  • items personalised, modified or made to the customer's specifications;
  • products that are incomplete, damaged, washed, used or altered;
  • products without tags, seals, accessories or original packaging, where these elements are an integral part of the product.

The above exclusions apply in the cases provided for by art. 59 of the Italian Consumer Code and do not apply in the event of a confirmed defect or lack of conformity.

14. Cash on delivery

For orders paid in cash on delivery, an electronic refund is not possible. If a return or withdrawal is approved, the refund is made by bank transfer to an IBAN in the name of the customer who placed the order, once the necessary details have been provided.

Alternatively, and only if you voluntarily choose to, you can receive: a size exchange, a colour exchange or a gift voucher (store credit) for the same amount, redeemable on vittoriocitro.it. Exchanges and store credit are offered in addition to — and not in place of — your right to a cash refund.

15. Refund times

The refund is processed after the return has been received and the quality check has been completed. Vittorio Citro may withhold the refund until the returned product has been received or until proof has been provided that the return has been shipped. Once approved, the refund is made using the same payment method used for the purchase (for cash on delivery, by bank transfer), unless otherwise agreed with you. The actual crediting of the funds depends on the processing times of the bank, card network or payment provider and may take a further 3-5 working days.

16. Exchanging size, colour or item

To change size, colour or item, we recommend submitting a new return request and placing a new order, so that you can check the availability of the item you want straight away. Any exchanges are subject to product availability at the time of the request.

17. Alternative courier, late returns and non-compliant returns

You may use a courier other than BRT, but in that case the costs and risks of shipping are borne entirely by you; we always recommend tracked shipping and, for valuable items, insured shipping. Vittorio Citro is not responsible for returns sent with couriers chosen independently by the customer that are lost, damaged or lack proof of delivery.

Returns requested or sent after the deadline, without identifying details or not in accordance with the instructions may not be accepted. In such cases the item will be held at our warehouse for 30 days from the notification sent to the customer; during that period you may request that it be sent back to you at your own expense. Once that period has elapsed without instructions or collection, Vittorio Citro reserves the right to charge any storage, handling and reshipping costs, within the limits permitted by law. In any event, the legal right of withdrawal within 14 days cannot be refused.

18. Consumer rights and dispute resolution

Consumer rights are protected by applicable Italian and European law, including the Italian Consumer Code (Legislative Decree 206/2005) and Directive 2011/83/EU. This policy does not limit the mandatory rights granted to consumers by law.

For out-of-court dispute resolution, you can contact an accredited ADR body. The list of Italian ADR bodies is available on the website of the Italian Ministry of Enterprises and Made in Italy (MIMIT) (mimit.gov.it) and the European list on the European Commission portal (consumer-redress.ec.europa.eu). We would nevertheless encourage you to contact us first, so that we can reach an amicable solution.

19. Contact

For assistance with returns, refunds or items received:
Telephone: +39 081 1972 3599
Email: info@vittoriocitro.com
Hours: Mon-Sat 10:00-13:30 | 16:30-20:30