How to return a product

SERRAPLANA SRL (referred to as "the Company") will accept the return of a package within 14 days from delivery, only if the following conditions are met: 
  • the Client received a defective product or a different product (in which case the return costs won't be borne to the Client);
  • if the Client did not rip off the products tags or item's packaging or hasn't worn / used the products purchased;
The request for return will be sent via e-mail at and it should be submitted in this form:
"Subject : Request for return - Order #xxxxx
Content: Full name ; Phone number & E-mail address ; Full address ;  Order number ; Date of purchase ; The reason for return and photographs of the items (in case the product was wrongfully sent by us or it arrived in a defective state)".
Any other return costs will be borne by the Client and given the country where the package was sent, the costs will be calculated and communicated to the Client.
The package must be returned as you received and with an active tracking number.
The Client whose package cannot be delivered because of him / her (wasn't found at the address / did not get in touch with the courier to coordinate the delivery / denies the package / is unclaimed etc) and is returned to us, will borne a fixed fee of 45EUR.
The Client is asked to review the order before submitting it. Any wrongfully ordered items cannot be changed if the order is being processed. As such, if the Client mistakenly submitted an undesired order, he / she is asked to immediately reach the Company and request a cancellation. If this operation is not accomplished in due time and the package has been sent, the Client will borne the above mentioned fee of 45EUR.
After the Client will request a return, he / she will receive an e-mail from the Company with the instructions the Client must follow. 
For all order paid with by card, the amount will be refunded to the same card used for your transaction, within 3-30 days from accepting the refund.

As soon the package has arrived back to us, the Company will proceed to refund the Client. This operation is done instantly and automatically. Any delays in receiving the money is due to the Client's bank. If you encounter such situation, we will be happy to confirm the refund from our part, but we also request that you get in touch with your bank.


To make sure you completely understand how we process your package and deliver it, please take a look at the Delivery Methods policy.