Returns and Refunds
Returns, Withdrawal, Exchanges, Warranty and Refund Management Policy – RMA
Last updated: 26 July 2026
This policy governs requests for withdrawal, returns, exchanges, refunds and warranty claims relating to online purchases made from Kawaiissima Shop, in accordance with the Italian Consumer Code and the applicable laws of the European Union.
The provisions relating to consumers apply to natural persons purchasing for purposes unrelated to their business, commercial, craft or professional activities.
1. Contact details and return address
Kawaiissima Shop
Corso Goffredo Mameli 58/A
25122 Brescia (BS) – Italy
Email: support@kawaiissima.com
WhatsApp: +39 324 886 8428
The WhatsApp number is available for written messages only.
Before sending a product back, customers are invited to provide their order number and explain their request in order to receive the correct return instructions. Prior contact helps us process the return but does not limit the consumer’s statutory right of withdrawal.
2. Right of withdrawal for online purchases
The consumer has the right to withdraw from the purchase contract, without giving any reason, within 14 calendar days from delivery of the product.
Where an order contains several products delivered separately, the withdrawal period begins on the day on which the consumer, or a third party indicated by the consumer other than the carrier, receives the last product.
The deadline is met when the consumer sends the withdrawal notice before the 14-day period expires.
The right of withdrawal may be exercised through:
the “Withdraw from the contract here” online function available on the website;
an email sent to support@kawaiissima.com;
a WhatsApp message sent to +39 324 886 8428;
the standard withdrawal form included at the end of this page;
any other clear and unambiguous statement communicating the decision to withdraw.
The consumer is not required to provide a reason for the withdrawal.
Any RMA number is used solely to identify and process the request more easily. Failure to request or provide an RMA number does not result in the loss of the right of withdrawal.
3. Returning products
After communicating the withdrawal, the consumer must send back or hand over the products within the following 14 calendar days.
The deadline is met when the product is handed over to the carrier before the 14-day period expires.
Products must be returned to:
Kawaiissima Shop
Corso Goffredo Mameli 58/A
25122 Brescia (BS) – Italy
Customers are advised to include the following information inside the parcel:
customer’s full name;
order number;
list of returned products;
copy of the withdrawal notice;
RMA number, where available.
Customers are advised to use a tracked shipping service, package the products adequately and keep the shipping receipt until the return procedure has been completed.
Cash-on-delivery parcels or parcels with shipping charges payable directly by the recipient will not be accepted unless previously authorised in writing by Kawaiissima Shop.
4. Condition of returned products
The consumer may examine and test the product only to the extent necessary to establish its nature, characteristics and functioning, as would normally be possible in a physical shop.
Where possible, the returned product should be:
complete with all accessories, components, instructions and gifts received;
accompanied by any applicable labels, tags and seals;
adequately packaged to prevent damage during transport;
free from alterations or damage beyond what is necessary to inspect the product.
Use of the original packaging is recommended where it is still available, but the absence of the original packaging does not automatically result in the loss of the right of withdrawal.
The consumer is responsible only for any reduction in the value of the product resulting from handling or use beyond what is necessary to establish its nature, characteristics and functioning.
Where a reduction in value is identified, Kawaiissima Shop may reduce the refund proportionally and will explain the reason for the reduction to the customer.
Products purchased during sales, promotions, clearance events or using discount codes retain the same statutory rights as other products.
5. Return costs in the event of a change of mind
Where the customer returns a product because they:
have changed their mind;
no longer want the product;
placed the order by mistake;
selected the wrong size, colour, model or quantity;
consider the product unsuitable for their personal needs;
the direct cost of returning the product is borne by the customer.
The customer may choose their own carrier, provided that the product is adequately packaged and sent to the correct return address.
The customer remains responsible for the return shipment until it is delivered to Kawaiissima Shop. A tracked shipping service is therefore recommended.
6. Faulty, non-conforming or incorrectly supplied products
The costs necessary to return the product and restore conformity are borne by Kawaiissima Shop where the product is:
faulty;
not working upon arrival;
damaged during delivery;
different from the product ordered;
incomplete or missing components;
supplied in the wrong quantity;
not consistent with the description on the website;
sent incorrectly by Kawaiissima Shop.
The customer should contact customer service at:
or by WhatsApp at:
+39 324 886 8428
Customers are invited to provide:
the order number;
the product concerned;
a description of the issue;
photographs of the product and packaging, where useful to verify the issue.
Photographs help us assess the request, but the absence of photographs cannot automatically exclude the consumer’s statutory rights where the defect can be demonstrated by other appropriate means.
Kawaiissima Shop will provide return instructions and, where necessary, supply a return label or arrange collection.
The customer must not return the product independently using cash-on-delivery shipping.
7. Products damaged during delivery
At the time of delivery, the customer is advised to inspect the external condition of the parcel.
Where the parcel shows visible damage, openings, crushing, wet areas, tampered tape or other irregularities, the customer is advised to accept the delivery subject to a specific reservation describing the issue.
Example:
“Accepted subject to specific reservation due to crushed parcel and damaged packaging.”
To facilitate verification with the carrier, customers are invited to report the damage within 48 hours of delivery, providing:
order number;
photograph of the outside of the parcel;
photograph of the shipping label;
photograph of the internal packaging;
photograph of the damaged product.
Reporting damage within 48 hours helps us manage the claim with the carrier but does not remove or limit the consumer’s statutory rights relating to faulty or non-conforming products.
Customers are advised not to dispose of the packaging until the checks have been completed.
8. Incorrect, incomplete or missing products
Where the customer receives:
a product different from the one ordered;
the wrong colour, model or size;
an incorrect quantity;
an incomplete product;
a product with missing components;
an order from which one or more products are missing;
the customer should contact Kawaiissima Shop, providing the order number and a description of the issue.
Where possible, photographs of the parcel and its contents should also be provided.
After completing the necessary checks, Kawaiissima Shop may offer, depending on the specific circumstances:
delivery of the correct product;
delivery of the missing component;
replacement;
repair;
price reduction;
partial refund;
full refund.
The customer will not be charged for costs necessary to correct an error attributable to Kawaiissima Shop.
9. Refunds
Where the consumer validly exercises the right of withdrawal, Kawaiissima Shop will issue the refund without undue delay and no later than 14 days from the date on which it is informed of the consumer’s decision to withdraw.
Kawaiissima Shop may withhold the refund until:
it has received the returned product; or
the customer has provided valid evidence that the product has been sent back;
whichever occurs first.
The refund may not be withheld on this basis where Kawaiissima Shop has offered to collect the product directly.
Where the consumer withdraws from the entire order, the following will be refunded:
the price of the returned products;
the cost of the standard delivery method originally paid.
Any additional cost resulting from the customer’s choice of a delivery method more expensive than the standard delivery offered by Kawaiissima Shop will not be refunded.
Where only part of an order is returned, the original delivery costs will be refunded only in the circumstances and to the extent required by law.
Return shipping costs paid by the customer following a change of mind are not refundable.
The refund will normally be made using the same payment method used for the original order, unless the customer expressly agrees otherwise, and without additional charges resulting from the refund.
The time required for the amount to appear on the customer’s card or account may depend on the bank or payment service provider.
10. Product exchanges
The customer may request an exchange for:
another product;
another colour;
another model;
another size;
another variation.
Exchanges are subject to the availability of the requested product.
Where the exchange results from an incorrect choice or change of mind by the customer, the return shipping costs and the cost of sending the replacement may be charged to the customer.
Where the exchange is necessary because the product received is faulty, incorrect, incomplete or non-conforming, the necessary costs will be borne by Kawaiissima Shop.
Where the replacement product has a different price:
the customer must pay any additional amount;
Kawaiissima Shop will refund any excess amount.
The possibility of requesting an exchange does not limit the consumer’s right to withdraw and request a refund where permitted by law.
11. Legal guarantee of conformity
New products sold to consumers are covered by a two-year legal guarantee of conformity from the date of delivery.
The legal guarantee is provided free of charge and may not be excluded or limited.
A product may be considered non-conforming where, for example:
it does not match the description or declared characteristics;
it is not suitable for the purpose normally expected of products of the same type;
it does not possess the quality and performance that the consumer may reasonably expect;
it is not supplied with the promised accessories or instructions;
it has an original defect.
Where a lack of conformity exists, the consumer is entitled, in the first instance and free of charge, to:
repair of the product; or
replacement of the product.
The chosen remedy may be refused where it is impossible or would impose disproportionate costs compared with the alternative remedy.
In the circumstances provided by law, the consumer may request:
a proportionate reduction in the price; or
termination of the contract and a refund.
A price reduction or termination of the contract may be requested, in particular, where:
repair and replacement are impossible or excessively expensive;
Kawaiissima Shop has not completed the repair or replacement;
the defect remains despite an attempt to restore conformity;
the defect is sufficiently serious;
restoring conformity would take an unreasonable amount of time;
restoring conformity would cause significant inconvenience to the consumer.
The consumer may not terminate the contract where the defect is minor and the other legal conditions for termination are not met.
The legal guarantee does not cover damage caused by:
improper use;
impacts or accidents occurring after delivery;
normal wear and tear;
failure to maintain or improper maintenance;
modifications made by the customer;
use contrary to the instructions;
improper storage;
washing or treatment contrary to the product instructions.
The legal guarantee applies in addition to any commercial guarantee offered by the manufacturer.
12. Proof of purchase
To process a warranty claim, customers are invited to provide the order number, receipt, invoice or another document proving the purchase.
Loss of the receipt does not automatically result in the loss of warranty rights where the purchase can be demonstrated through other suitable means, such as an order confirmation or proof of payment.
13. Exceptions to the right of withdrawal
Except where a product is faulty, incorrectly supplied or non-conforming, the right of withdrawal may be excluded in the cases expressly provided by law, including:
products made to the customer’s specifications;
clearly personalised products;
products liable to deteriorate or expire rapidly;
sealed products that are not suitable for return for health protection or hygiene reasons where the seal has been removed after delivery;
products that have become inseparably mixed with other goods after delivery;
sealed audio recordings, video recordings or software where the seal has been removed;
newspapers, periodicals and magazines, except subscription contracts;
digital content not supplied on a physical medium where performance has begun with the consumer’s prior express consent and acknowledgement of the loss of the right of withdrawal.
Opening the ordinary packaging of a product does not automatically exclude the right of withdrawal.
The health or hygiene exception applies only where the product was genuinely sealed and cannot be resold for health or hygiene reasons after opening.
14. Cosmetics and personal hygiene products
For health protection and hygiene reasons, cosmetics or personal hygiene products may be excluded from the right of withdrawal where:
they were supplied with a seal or safety closure;
the seal was removed after delivery;
the product has been opened or used;
the product cannot be resold for hygiene reasons.
Where the product remains intact, sealed and unused, the right of withdrawal remains applicable within the period required by law.
This exception does not apply where the product is faulty, damaged, incorrectly supplied or non-conforming.
15. Personalised products
The right of withdrawal does not apply to products:
made at the customer’s request;
personalised with names, images, text or characteristics selected by the customer;
specifically modified in accordance with the customer’s instructions;
made to measure.
This exception does not apply where the personalised product is faulty, damaged, incorrectly supplied or different from the agreed characteristics.
16. Purchases made in the physical shop
The 14-day right of withdrawal applies to purchases made online, at a distance or away from business premises.
For purchases completed directly in the physical shop, customers do not automatically have the right to return the product simply because they have changed their mind.
Any commercial exchanges or returns relating to purchases made in the physical shop are subject to the conditions communicated at the point of sale.
The legal guarantee rights remain applicable where a product purchased in the physical shop is faulty or non-conforming.
17. Failed delivery, refusal or failure to collect
Simply refusing a parcel or failing to collect it from the carrier’s collection point does not automatically constitute a valid notice of withdrawal.
A customer who no longer wishes to receive the order must expressly communicate the decision to withdraw using one of the methods described in this policy.
Where the parcel is returned because of:
an incorrect or incomplete address provided by the customer;
the recipient being absent during delivery attempts;
failure to collect the parcel within the storage period;
refusal not caused by an error by Kawaiissima Shop or visible damage to the parcel;
the direct and documented costs incurred for returning the parcel may be deducted from the refund, within the limits permitted by law.
No costs will be charged where the failed delivery results from an error by Kawaiissima Shop or the carrier.
18. Reasons for return in the RMA form
The customer may select one of the following reasons in the RMA form:
faulty product;
product not working upon arrival;
product damaged during delivery;
wrong product received;
incomplete product or missing parts;
incorrect quantity received;
product not as described;
wrong colour, model or size;
order placed by mistake;
product no longer wanted;
change of mind;
other, with details provided.
Providing a reason is optional where the consumer exercises the 14-day right of withdrawal following a simple change of mind.
19. “Withdraw from the contract here” online function
For orders concluded through the website, the consumer may use the following online function:
WITHDRAW FROM THE CONTRACT HERE
The function must be clearly displayed, easily accessible and available throughout the period during which the consumer may exercise the right of withdrawal.
The function must allow the customer to easily provide or confirm:
full name;
order number or other information identifying the contract;
email address or other electronic contact details to which the confirmation should be sent.
To exercise the right of withdrawal using this function, the customer must not be required to:
provide a reason;
upload photographs;
enter an RMA number;
wait for prior approval from Kawaiissima Shop.
After completing the request, the customer must be able to select a function clearly labelled:
CONFIRM WITHDRAWAL
Following confirmation, the system must send a receipt without undue delay on a durable medium, normally by email, containing:
the information submitted by the customer;
the content of the withdrawal statement;
the date of submission;
the time of submission;
confirmation that the withdrawal request has been received.
Use of the online function does not prevent the customer from communicating the withdrawal by email, WhatsApp or any other clear method permitted by law.
20. Standard withdrawal form
The customer may copy, complete and send the following form to:
or by WhatsApp to:
+39 324 886 8428
Withdrawal form
To:
Kawaiissima Shop
Corso Goffredo Mameli 58/A
25122 Brescia (BS) – Italy
Email: support@kawaiissima.com
I hereby give notice that I withdraw from the sales contract relating to the following products:
Order number:
Order date:
Delivery date:
Consumer’s full name:
Consumer’s address:
Email address:
WhatsApp number, optional:
Date:
Consumer’s signature, required only where this form is submitted on paper:
21. Processing of personal data
Personal data provided by the customer will be used only to:
identify the order;
process the withdrawal or return;
arrange any necessary collection;
process an exchange or refund;
comply with legal, tax and administrative obligations.
For further information about the processing of personal data, customers may consult the Privacy Policy published on the website.
22. Final provisions
This RMA procedure is intended to facilitate the management of withdrawal, return, exchange, warranty and refund requests.
Failure to follow an internal procedure, such as requesting an RMA number in advance, may not result in the loss of the consumer’s mandatory statutory rights.
Nothing in this policy excludes, limits or replaces the rights granted to consumers under the Italian Consumer Code and European Union law.