Refund policy

We want you to be fully satisfied with your purchase. If for any reason you are not, you will find below all the ways to return your product and obtain a refund. These terms apply to purchases made on www.lacicognaroma.com from CS Commerciale S.r.l., registered office at Via del Monte Oppio 5, 00184, Roma (RM), Italy, VAT No.IT11748201008 (hereinafter "La Cicogna Roma", "we", "us").


1. Right of withdrawal (customers resident in the European Union / EEA)

If you purchase as a consumer (a natural person acting for purposes outside your trade, business, craft or profession) and you are resident in the European Union or the European Economic Area, under Italian Legislative Decree 206/2005 (Consumer Code), which implements Directive 2011/83/EU, you have the right to withdraw from the contract within 14 calendar days, without giving any reason and without penalty.

The period runs from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the product.

How to exercise withdrawal. Before the 14-day period expires, simply inform us of your decision by means of an unequivocal statement. You may:

  • complete the withdrawal form available at the Right of withdrawal ;

  • use the model withdrawal form set out in Annex I, Part B of the Italian Consumer Code; or

  • send us any other unequivocal statement by email to info@lacicognaroma.it, stating your name, surname, order number and the products concerned.

If you exercise withdrawal through the online form, we will send you confirmation of receipt on a durable medium without delay.

2. Returns for customers resident outside the European Union (including the United States)

For customers resident outside the EU/EEA, the statutory right of withdrawal described above does not apply. However, La Cicogna Roma voluntarily grants an equivalent right of return: you may return the product within 14 calendar days of delivery, on the same conditions set out in this policy, by notifying us in the same ways described in Section 1. We do not charge any restocking fee.

3. Return conditions and procedure

  • You are entitled to inspect and try the product to establish its nature, characteristics and functioning, as you would in a physical shop. We will not refuse a return merely because the packaging has been opened or the product handled.

  • You are responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. In that case we may deduct an amount corresponding to the diminished value from your refund.
  • Where possible, please return the product complete with all components, accessories and items received, in its original packaging, to facilitate processing.
  • You must send the product back without undue delay and in any event within 14 days of communicating your withdrawal/return.
  • The cost of returning the product is borne by you, unless otherwise agreed in writing. This condition applies to all countries without distinction.

  • Send the product to the address we will provide once you submit your request. We recommend a tracked shipment: the risk of the return shipment remains with you until we receive it.

4. Refunds

  • In the event of withdrawal, we will refund you without undue delay and in any event within 14 days of the day on which we are informed of your decision.

  • We may withhold the refund until we have received the returned product.

  • The refund will be made using the same means of payment you used for the purchase, unless otherwise agreed, and at no cost to you.

  • For EU/EEA customers exercising the right of withdrawal, the refund includes the standard outbound delivery cost paid at the time of purchase. Any supplement for a faster or premium delivery option chosen by you is excluded. For voluntary returns by non-EU customers, the refund covers the price of the product; any original delivery charges are non-refundable.

  • In many cases outbound shipping is free: where that applies, there is no shipping cost to refund.

5. Legal guarantee of conformity

Independently of the right of withdrawal, if you purchase as a consumer you are entitled to the legal guarantee of conformity under Articles 128 et seq. of the Italian Consumer Code (Legislative Decree 206/2005, as amended by Legislative Decree 170/2021 implementing Directive (EU) 2019/771): for 24 months from delivery, in the event of a lack of conformity you are entitled to have the goods brought into conformity (repair or replacement) and, where the conditions are met, to a price reduction or to termination of the contract. This guarantee is free of charge and is separate from any commercial warranty. 

6. Products that are defective or damaged in transit

If the product is visibly damaged in transit on delivery, please notify us promptly, where possible within 48 hours of delivery, attaching photographs of the damage and a short description. We will replace the item or refund you in full, including outbound and return shipping costs. The legal guarantee of conformity set out in Section 5 remains unaffected in any case.

7. Exceptions to the right of withdrawal

In the cases listed in Article 59 of the Italian Consumer Code, the right of withdrawal does not apply (for example, made-to-measure or clearly personalised goods, or sealed goods which are not suitable for return for health or hygiene reasons once opened).

8. Governing law and consumer rights

This policy is governed by Italian law. If you are a consumer resident in the EU/EEA, the mandatory consumer-protection provisions of the law of your country of habitual residence continue to apply (Regulation (EC) 593/2008, Article 6). Nothing in this policy limits the rights granted to you by law.


Exercise your right by completing the form at the Right of withdrawal.

Last updated: 30-06-2026