Return Guarantee

This Policy governs the methods of withdrawal, return, exchange and refund for purchases made on the silkandmore.eu website.

For any request relating to returns or refunds, the Customer can write to:

info@silkandmore.eu indicating the order number, name and surname, product concerned, date of order and delivery, reason for the request and, if useful, photographs of the product and packaging.

1. Customers Final consumers: right of excess

To confirm the policy of transparency and the search for the total satisfaction of its customers, Silk and More adheres to and fully applies the European Legislation and the related national transpositions on returns and withdrawals.
A European Final Customer-Consumer (“Consumer”) is the natural person who purchases the goods for purposes not related to his or her professional activity and who therefore (i) does not indicate a VAT number in the Order form, and (ii) resides permanently in one of the countries belonging to the European Community at the time of the Order.
The Consumer Customer has the right to withdraw from the contract within 14 days from the day on which he receives the product, without having to provide reasons, except for the exclusions provided for by applicable legislation and indicated in this Policy.

In the case of orders with separate deliveries, the term starts from the day on which the Consumer receives the last product, batch or piece.

To exercise the right of withdrawal, the Consumer must send an explicit communication to info@silkandmore.eu within 14 days of receipt of the goods.

2. Standard withdrawal form

The Consumer can use the following form, or send any other explicit declaration of the desire to withdraw.

Withdrawal form

Recipient: Silk and More by Alberto Veralli
Email: info@silkandmore.eu

I hereby give notice of withdrawal from the sales contract relating to the following products:

Order Number: [insert order number]
Product(s): [insert product(s)]
Product Code / SKU: [insert SKU]
Ordered on: [insert order date]
Received on: [insert delivery date]
Customer’s name and surname: [insert name and surname]
Customer Address: [insert address]
Email used for order: [insert email]
Date: [insert date]
Signature of the Client, only if the form is sent in paper format: [signature]

3. Exclusions from the right of withdrawal

The right of withdrawal does not apply, in the cases provided for by current legislation, to the supply of custom-made or clearly personalized goods.
For this reason, the right of withdrawal may be excluded for: fabrics specially cut to the length chosen by the Client; items packaged or modified at the specific request of the Customer; customized products; Products that, due to their nature or hygienic conditions, are not suitable for return if opened, used or altered, where applicable.
Any exclusion will be applied to the extent permitted by law and does not limit in any way the Customer’s rights in the event of a defective, incorrect or non-conforming product.

4. Conditions of the returned product

The returned product must be the same item as the shipping item by the seller.
The product must be intact, unused, unmodified, unwashed, undamaged and complete with any tags, packaging, accessories and documentation received.
For fabrics, returns of products that are further cut, sewn, embroidered, washed, treated, altered or transformed after delivery cannot be accepted.
The Consumer is responsible for the decrease in value of the goods resulting from handling other than that necessary to establish their nature, characteristics and functioning.

5. Return procedure

To request a return, the Customer must:

  1. send a request to info@silkandmore.eu;
  2. Indicate your order number, contact details, product to be returned, the date of purchase and delivery of the goods.
  3. wait for the return instructions and any shipping authorization;
  4. pack the product carefully to avoid damage during transport;
  5. ship the product to the address provided by the Seller.

The return address is communicated by the Seller after the return request, together with the operating instructions for shipping.
The Customer must send the product back within 14 days of the notice of withdrawal to the address indicated by the Seller, unless a different term is agreed.

6. Return costs

In the event of withdrawal exercised by the Consumer, the direct costs of return shall be borne by the Customer, unless otherwise indicated by the Seller or unless the product received is incorrect, defective or non-compliant.
The Customer is responsible for the return shipment until delivery to the Seller.

We recommend using a traceable shipping method and proper packaging.

7. Refund

In the event of a valid withdrawal, the Seller shall refund the payments received from the Consumer, including the initial standard delivery costs, if applicable, within 14 days from the day on which it receives the return at the agreed address.
The refund is made using the same payment method used for the purchase or alternatively by bank transfer, unless otherwise agreed with the Customer.
Any additional costs resulting from the choice of a type of delivery other than the least expensive standard delivery offered by the Site are not refunded.

8. Defective, incorrect or non-conforming products

All products sold through this site to consumers, pursuant to the Consumer Code (Legislative Decree 206/2005) are covered by the legal guarantee of conformity provided for by articles 128-135 of the Consumer Code.
This warranty applies regardless of the right of withdrawal pursuant to art. 1 of this policy on “Refund and Return Policy”.

9. Duration

The Seller is liable to the consumer for any lack of conformity existing at the time of delivery of the goods and which becomes apparent within 2 years of delivery.

The action aimed at asserting defects not maliciously concealed by the seller is time-barred within 26 months from the delivery of the goods.

10. Lack of conformity

A lack of conformity occurs when the good:

  • it is not suitable for the use for which goods of the same type are usually used;
  • does not match the description provided by the seller;
  • does not possess the qualities promised or advertised;
  • it is not suitable for the particular use requested by the consumer and accepted by the seller.

In the case of the sale of fabrics by the meter, the following do not constitute defects of conformity:

  • slight differences in hue from images posted online, due to monitor settings;
  • minimal variations in the size compatible with the technical tolerances of the textile sector;
  • natural characteristics of the fabric (e.g. irregularities typical of natural fibers), if indicated in the description.

11. Presumption of defect

Unless proven otherwise, it is presumed that the lack of conformity that becomes apparent within 12 months of delivery already existed on that date.

12. Defect reporting methods

If the Customer receives an incorrect, defective or non-compliant product, he/she must, without justified delay from discovery, contact the Vendor at info@silkandmore.eu, indicating contact details, order number, date of order and receipt of the product and description of the problem or defect.

To facilitate the management of the request, it is advisable to attach clear photographs of the product, the defect found, the label/tag and the packaging.

The seller will provide feedback within a reasonable time to inform the seller of the procedure to be followed to allow the verification of the goods and to authorize the return of the goods, if necessary.
Upon arrival of the goods, the Vendor will verify the integrity of the package and the conformity of the goods inside, including the presence of all the accessories accompanying the original product (labels, tags, seals, etc.). Once the goods have been received, the seller will carefully examine the returned goods and will notify the Consumer within a reasonable time of the outcome of the checks carried out on the goods. In the event of non-compliance with the return procedures by the Consumer, the Seller will immediately inform the Seller for the appropriate assessments.
No return and/or refund procedure will be carried out if there are changes in the original state of the product compared to that of receipt of the order or in the event of subsequent processing (cut, sewn, embroidered or otherwise processed fabric)

13. Consumer Remedies

In the event of a defect or non-conformity ascertained, the Seller may propose, in accordance with the provisions of the applicable legislation:

  • product replacement;
  • repair or elimination of the defect, if possible;
  • proportional reduction of the price;
  • reimbursement;
  • other solution agreed with the Customer.

The costs of returning or replacing incorrect, defective or non-conforming products ascertained shall be borne by the Seller.

14. Complaints relating to fabrics and materials

Considering the nature of the fabrics, the Customer is invited to check the product before proceeding with cutting, washing, sewing, embroidery or any other process.
Complaints relating to defects that could have been detected before processing, if the product has been subsequently cut, washed, sewn, embroidered or transformed, will not be accepted, unless otherwise mandatory by law.
The customer is also invited to carefully follow any washing, maintenance and treatment instructions shown in the product sheet, in the tag or in the documentation received.

15. Professional Clients

A Professional Client (“Professional Client”) is defined and will be considered as a person who, when registering an account on the Website or when providing billing information during the purchase of products, provides a valid VAT number (“VAT Number”) for their country of residence or, in the absence of a VAT Number, registers as a company when creating an account.
Individuals residing outside the European Union will be treated as Professional Clients for the purposes of return procedures and complaints. For Professional Clients, the right of withdrawal provided for Consumers does not apply.
Sales made to professional customers (VAT holders) are subject to art. 1490 et seq. of the Civil Code.
The Customer is required to check the goods at the time of delivery.
Any defects or defects must be reported in writing within 8 days of discovery and no later than 3 months after delivery of the goods. After this period, all warranties will be deemed void. In the case of obvious defects, the deadline is 8 days from delivery.
Defects must be reported by email to the address info@silkandmore.eu attaching photographic documentation and order references, contacts, date of order and date of delivery of goods.
The seller will provide feedback within a reasonable time to inform the seller of the procedure to be followed to allow the verification of the goods and to authorize the return of the goods, if necessary.
Upon arrival of the goods, the Vendor will verify the integrity of the package and the conformity of the goods inside, including the presence of all the accessories accompanying the original product (labels, tags, seals, etc.). Once the goods have been received, the seller will carefully examine the returned goods and will notify the Professional within a reasonable time of the outcome of the checks carried out on the goods. In the event of non-compliance with the return procedures by the Professional, the Seller will immediately inform the same for the appropriate assessments.
No return and/or refund procedure will be carried out if there are changes in the original state of the product compared to that of receipt of the order or in the event of subsequent processing (cut, sewn, embroidered or otherwise processed fabric) unless the defect was hidden and not recognizable with ordinary professional diligence.
In the absence of timely notification, the warranty will be considered void.
The action is time-barred in any case within 1 year of delivery.

Complaints relating to goods that have already been cut, processed or used will not be accepted.
Dimensional tolerances of up to ± 3 % and slight variations in shade typical of the textile sector are permitted.
In the event of an ascertained defect, the Seller may, at its own discretion:

  • replace the goods,
  • repair or rectification of the defect, if possible
  • recognize a price reduction,
  • or accept the return with refund.

Compensation for indirect damage or loss of profit is excluded.

16. Product Exchanges

The product exchange can be requested by writing to info@silkandmore.eu. The exchange is subject to the availability of the requested product and the approval of the Seller.
The shipping costs relating to the exchange are borne by the Customer, except in the case of error, defect or non-conformity attributable to the Seller.

17. Coupons and discount codes

If the purchase was made using a discount code, the refund will be calculated on the amount actually paid by the Customer.

Any vouchers or credits issued as an alternative to redemption can be used according to the conditions communicated at the time of issue.

Last updated: 04 May 2026