Returns and Refunds Policy

Jalizé  |  Effective date 29 September 2026  |  Online consumer orders

This policy explains how to cancel or return an online order, when a refund is made, and how statutory rights for faulty goods are protected. The seller is Jalizé, Via Borfuro, 6, 24122 Bergamo BG, Italy. Contact us at info@jalize.com. Complete the bracketed details before publication.

1  Coverage and your rights

For consumer orders delivered in the EU or EEA, the statutory withdrawal rules below apply. For UK consumers, the statutory cancellation rules under UK law apply. For Switzerland, the United States and other destinations, we offer the voluntary 14 day return described in section 6, subject to mandatory local rights. Your rights concerning faulty, damaged or misdescribed goods are separate and are never reduced by this policy. Business purchases require separate terms.

2  EU and EEA right of withdrawal

You may withdraw from an eligible online purchase without giving a reason within 14 days after the day on which you, or a person you designate other than the carrier, take physical possession of the goods. For an order delivered in separate parcels, the period starts on receipt of the last parcel. Notify us of your decision before the period expires by an unequivocal statement sent to info@jalize.com. You may use the model form at the end of this policy, but it is optional. If an online withdrawal function is provided on our website, you may also use it; we will promptly acknowledge an online submission on a durable medium.

Send the goods without undue delay and no later than 14 days after notifying us.

• For orders from Serbia, please return the goods to: Hercegovačka 19, Belgrade, 11000, Serbia.
• For all other orders, please return the goods to: Via Borfuro 6, 24122 Bergamo, Italy.

The deadline is met if you dispatch the goods before that period ends. Include your order number if possible. Please use a tracked service and retain proof of dispatch; this helps us locate your parcel but is not a condition of the legal right.

3  EU and EEA refunds and return costs

We reimburse all payments received for the withdrawn goods, including the cost of the least expensive standard delivery method offered for the relevant order. If you selected a more expensive delivery method, the extra cost is not reimbursed. For a partial withdrawal, delivery charges are refunded only to the extent required by applicable law. We refund without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold reimbursement until we receive the goods or you provide evidence of having sent them back, whichever occurs first. We use the original payment method unless you expressly agree otherwise, without charging a refund fee.

You bear the direct cost of returning goods if we informed you of this before purchase. We do not charge a restocking fee for statutory withdrawal. You are liable only for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, comparable to examination in a shop. Missing tags or packaging alone do not automatically cancel the statutory right; any lawful deduction must reflect actual diminished value.

4  Exceptions to withdrawal

The right of withdrawal does not apply where an applicable statutory exception applies, including goods made to your specifications or clearly personalised. A choice among standard sizes or colours is not, by itself, necessarily personalisation. We identify any qualifying exception clearly on the product page and before checkout. Sale or discounted items are not automatically excluded. Hygiene or health sealed goods are excluded only if the specific statutory conditions are met; ordinary clothing is not automatically excluded.

5  United Kingdom

UK consumers may cancel eligible online goods orders by notifying us within 14 days after delivery, then send the goods back within a further 14 days. We reimburse the goods and the least expensive standard outbound delivery without undue delay and within 14 days of receiving the goods back or evidence of their return, whichever is earlier. The original payment method, direct return cost disclosure, lawful reduction for excessive handling, and statutory exceptions apply in accordance with UK law. Nothing here limits UK rights for faulty or misdescribed goods.

6  Switzerland United States and other destinations

For destinations outside the EU, EEA and UK, we voluntarily accept returns of eligible goods if you notify us at info@jalize.com within 14 days after delivery and dispatch the goods within a further 14 days. Items should be returned with original accessories and reasonable protective packaging. You may try them on as you would in a shop. We may reduce a voluntary refund for actual damage or use beyond such inspection, as permitted by applicable law. We issue the refund to the original payment method within 14 days after receiving the return or valid proof of dispatch, whichever is earlier, unless mandatory law requires a different result. The voluntary refund covers the item price; original shipping and return shipping are not refunded except where required by law or where we supplied faulty or incorrect goods.

For orders delivered outside the EU and EEA, import duties, local taxes, customs clearance fees and carrier handling charges may be imposed by the destination country. If these amounts are charged directly by customs or the carrier, you are responsible for paying them. Jalizé does not calculate, collect, administer or reimburse those third-party charges, including when you return an item. Any request for repayment must be made to the relevant customs authority or carrier under its rules. You are also responsible for ordinary return postage and accurate return customs paperwork for a voluntary change of mind return. Do not misstate the parcel value; identify it accurately as returned merchandise. This does not reduce a refund of amounts actually paid to Jalizé where required by law, or your mandatory rights for faulty or incorrect goods.

7  Faulty damaged or incorrect goods

If an item arrives damaged, is incorrect, or does not conform to the contract, contact info@jalize.com with your order number and a description; photographs can help but are not a mandatory condition of statutory rights. We will arrange an appropriate remedy and bear return costs where the law requires. EU consumers have a minimum two year legal conformity guarantee, subject to applicable national rules. Please do not use the 14 day change of mind period as the deadline for a defect claim.

8  Practical information

We do not require prior approval to exercise a statutory withdrawal right. Contact us before sending a voluntary international return so we can give you customs and routing instructions. A parcel lost before reaching us remains subject to the applicable rules of proof and risk; keep dispatch and tracking records. Bank or card settlement may take additional time after we issue a refund. This policy does not affect any non-excludable rights under the law applicable to a consumer.

Model Withdrawal Form

If you wish to withdraw from the contract of sale, please download, complete, and send our withdrawal form alongside your returned goods.
[Download the Model Withdrawal Form here]