Refund policy

RETURNS, REFUNDS AND LEGAL WARRANTY POLICY

ANIMA EDIT SHOES E-commerce

This Returns, Refunds and Legal Warranty Policy (the “Policy”) governs the conditions and procedures relating to the exercise of the right of withdrawal, the return of products, refund procedures, as well as the statutory legal guarantee of conformity applicable to products marketed through the e-commerce platform of the “ANIMA EDIT SHOES” brand (“Company” or “ANIMA ES”), in compliance with Legislative Decree No. 206/2005 (the “Italian Consumer Code”), Legislative Decree No. 70/2003, and all applicable European and Italian laws concerning consumer protection, electronic commerce, and personal data protection.

1. Handcrafted and Personalised Nature of the Products

The products marketed by the Company are handcrafted and manufactured upon the specific request of the Customer, based on the configurations, customisations, combinations of materials, colours, finishes, and any further specifications provided by the Customer during the purchasing process.

Each ANIMA ES product therefore constitutes a personalised good individually created according to the Customer’s specific requirements, with the consequent application of the limitations to the right of withdrawal provided for under Article 59, paragraph 1, letter c) of the Italian Consumer Code.

2. Right of Withdrawal within 24 Hours

The Customer shall have the right to withdraw from the contract without penalty and without providing any reason within 24 (twenty-four) hours from receipt of the order confirmation.

The withdrawal request must be communicated by written notice sent to the e-mail address indicated in the General Terms and Conditions of Sale, specifying:

• order number;

• Customer identification details;

• express intention to exercise the right of withdrawal.

Where the right of withdrawal is exercised within the aforementioned time limit, the Customer shall be entitled to a full refund of the amounts paid, which shall be processed using the same payment method utilised for the original transaction, unless otherwise agreed between the parties.

3. Exclusion of the Right of Withdrawal after the Commencement of Production

Upon expiry of the 24 (twenty-four) hour period following order confirmation, it shall no longer be possible to cancel the order or exercise the right of withdrawal, as the artisanal production and personalisation process of the footwear shall have commenced based on the specifications provided by the Customer during the purchasing process.

Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal is excluded for:

• goods made to measure;

• clearly personalised products;

• goods manufactured according to the consumer’s specifications.

The Customer expressly acknowledges and accepts that the highly personalised nature of ANIMA ES products prevents their reintroduction into the market and justifies the exclusion of the right of withdrawal once production has commenced.

4. Production and Delivery Times

The time required for the artisanal manufacturing of the product is approximately between 2 (two) and 4 (four) weeks from the completion of the order.

Such timeframes are to be considered purely indicative and non-essential, taking into account the artisanal nature of the manufacturing process, the availability of materials, manual workmanship, and any extraordinary production requirements.

In any event, the Company undertakes to promptly inform the Customer in the event of any significant delay in production or delivery.

5. Conditions for Returns

Returns may only be authorised in the cases provided for by law and governed by this Policy.

Returns shall not be accepted for reasons relating to:

• reconsideration after expiry of the 24-hour withdrawal period;

• subjective assessments regarding the aesthetic appreciation of the personalised product;

• non-material differences deriving from the natural artisanal processing of leathers and materials;

• ordinary colour variations, textures, grains, or natural characteristics of the leathers;

• normal wear and tear resulting from the use of the product.

It is understood that any customisation requests approved by the Customer constitute an integral part of the agreed characteristics of the product.

6. Lack of Conformity and Legal Warranty

The Company shall be liable towards the consumer for any lack of conformity existing at the time of delivery of the product and becoming apparent within 2 (two) years from such delivery, pursuant to Articles 128 et seq. of the Italian Consumer Code.

The following shall not constitute a lack of conformity:

• subjective evaluations relating to the aesthetic appreciation of the requested customisations;

• natural characteristics of the artisanal materials used;

• minor differences resulting from manual workmanship;

• signs of ordinary use or wear.

The warranty shall furthermore not cover damages resulting from:

• improper use of the product;

• incorrect storage;

• modifications carried out by the Customer or third parties;

• maintenance not compliant with the instructions provided;

• use inconsistent with the intended purpose of the product.

7. Defect Reporting Procedure

In order to exercise the rights connected with the Legal Warranty, the Customer shall send a communication to the e-mail address indicated in the Terms and Conditions of Sale, attaching:

• order number or proof of purchase;

• detailed description of the alleged defect;

• clear and complete photographic documentation.

The Company shall examine the report and provide the Customer with instructions regarding any potential return of the product.

Where, following the preliminary assessment of the documentation received, the Company deems the alleged lack of conformity reasonably plausible, the costs of return, repair, or replacement shall be borne by the Company.

Otherwise, the Customer may nonetheless send the product at their own expense in order to allow for a more in-depth technical assessment.

8. Remedies Available to the Customer

In the event of an actual lack of conformity, the Customer may request, in accordance with applicable law:

• repair of the product;

• replacement of the product;

• a proportionate reduction in price;

• termination of the contract, in the cases provided for by law.

The Company may refuse the requested remedy where such remedy is impossible or excessively burdensome compared to the available alternatives, taking into account the artisanal nature of the product and the extent of the alleged defect.

Termination of the contract shall not be permitted in the event of minor defects.

9. Refund Procedures

Any approved refund shall be processed within a reasonable period of time and, in any event, in compliance with the deadlines established under applicable law.

The refund shall, where possible, be made using the same payment method utilised by the Customer for the original purchase, unless otherwise agreed between the parties.

The Company reserves the right to withhold the refund until receipt of the returned product or until proof of shipment thereof has been provided, where applicable.

10. Personal Data Protection

Any personal data collected in connection with return, assistance, refund, or warranty procedures shall be processed in compliance with Regulation (EU) 2016/679 (“GDPR”) and applicable Italian data protection laws.

Such data shall be used exclusively for:

• the management of assistance requests;

• verification of the legitimacy of return or warranty claims;

• fulfilment of contractual and legal obligations;

• protection of the Company’s rights in judicial and extrajudicial proceedings.

For further information regarding the processing of personal data, the Customer is invited to consult the Privacy Policy published on the official ANIMA website.

11. Governing Law and Competent Court

This Policy shall be governed by Italian law.

For any dispute relating to the interpretation, validity, or performance of this Policy, the competent court of the consumer, as provided for under the applicable consumer protection laws, shall apply.

This Policy shall be read in conjunction with the Terms and Conditions of Sale, the Privacy Policy, and all further notices published on the ANIMA ES e-commerce website.