Refund policy

1. Overview

We want you to be satisfied with your purchase. If for any reason you are not, you may request a return according to the conditions described below.

This return and refund policy applies to purchases made through our online store.

2. Conditions for Returns

To be eligible for a return:

the item must be in the same condition in which you received it

the item must not have been worn or used

all original tags, seals, and accessories must be present

the original packaging must be included (case, box, outer box, booklets, etc.)

you must have the receipt or proof of purchase

If the item shows signs of use, tampering, impact, or missing parts, we may apply a partial reduction of the refund or refuse the return.

3. Non-Returnable Items

The following items cannot be returned, except in the case of a defective product or our error:

personalized or engraved items (for example engraved wedding rings, engraved jewelry, special sizes made upon request)

earrings and items in close contact with the body, for hygiene reasons (where applicable)

gift vouchers / gift cards

If you are unsure, please contact us before placing the order or before sending a return.

4. How to Request a Return

Before sending the merchandise back, please:

Write to us at rolli.poniz.social@gmail.com including:

order number

item(s) you wish to return

reason for the return

Please wait for our confirmation with the return instructions.

Return shipping costs are:

paid by the customer in case of change of mind / wrong size / personal decision;

paid by us if the item is defective, damaged, or if you received a product different from the one ordered (in this case we will provide a shipping label or shipping instructions).

The return address (unless otherwise specified by email) is:

Rolli Poniz S.N.C.
Corso Umberto Saba, 31
34131 – Trieste (TS) – Italy

We recommend using a tracked shipment. We cannot be responsible for packages lost or damaged during the return transport.

5. Replacements

The fastest way to ensure that you receive the item you want is to return the item you received and, once the return has been accepted, purchase the new item separately.

At the moment we do not manage direct item-for-item exchanges. Every replacement is handled through return + new order.

6. 14-Day Cooling-Off Period (European Union)

If the goods are shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason and without providing any justification (right of withdrawal).

In this case as well:

the item must be in the same condition in which you received it

it must not have been worn or used

all tags and the original packaging must be present

a receipt or proof of purchase is required

This right does not apply to personalized or custom-made items, as indicated in the section “Non-Returnable Items”, except in the case of conformity defects.

7. Returns for Damaged or Defective Items

Please check your order immediately upon delivery.

If the item is defective, damaged, or if you received the wrong item, please contact us immediately at rolli.poniz.social@gmail.com with clear photos of the issue.

In these cases, if the defect is confirmed, we may offer:

repair,

replacement (if available), or

a full refund, including any initial shipping costs.

8. Refunds

Once we have received and inspected your return, we will notify you whether the refund has been approved or not.

If approved, we will issue the refund within 10 business days using the original payment method.

Please note that it may take additional time for your bank or card issuer to process and display the refund on your account statement.

If more than 15 business days have passed since the approval of your return and you have not yet received your refund, please contact us at rolli.poniz.social@gmail.com.