Refund policy

To consult the procedure for exchanges, replacements and returns, you can visit the dedicated page:
https://thearchivia.com/en-en/pages/procedura-per-cambi-e-resi

Complaint

How to submit a claim:

If the product received does not match what was agreed with the seller, you may submit a claim by email to refund@thearchivia.com.

The claim must be submitted within 48 hours from the moment the package is marked as “Delivered”. After this period, the sale amount will be credited to the seller and it will no longer be possible to submit a complaint.

To open a claim, you must:

Provide the seller with adequate evidence supporting the reason for the return.
Clearly describe what happened. 
Attach photos of the received product.

The product must be returned in its entirety and properly packaged to prevent damage during shipping. It is also essential to keep the original packaging, including labels and seals.

Right of Withdrawal

Pursuant to Article 52 of Legislative Decree 206/2005 (Consumer Code), customers of The Archivia may exercise the right of withdrawal through the dedicated portal accessible from their user account.

The request must be submitted within 48 hours from delivery of the product. The return must be carried out exclusively via the trackable courier provided by The Archivia.

The right of withdrawal is valid only if all the conditions set out below are fully met.

Exclusions from the Right of Withdrawal

In accordance with Article 59 of the Consumer Code, the right of withdrawal does not apply in the following cases:

Customized products, made to measure or modified upon customer request.
Products showing signs of use, damage, alteration or washing.
Products without intact original packaging, labels or seals.
Orders for which a replacement has already been requested and received: replacement items are considered final sale and cannot be refunded.

Mandatory Conditions for Return Acceptance

The return will be accepted only if all of the following conditions are met:

The product must be intact, in its original packaging and complete with labels, seals and accessories.
The product must not have been used, worn, washed or damaged. Returns showing signs of wear (stains, odors, creases, etc.) will be refused.
The return request must be submitted within 48 hours from delivery.
The product must be returned to the warehouse within 14 days from the original delivery. Returns beyond this period will not be accepted.

Any non-compliant product will be automatically rejected and returned to the sender at the customer’s expense, who will also bear any additional costs resulting from the handling of a non-compliant return.

Customer Responsibility and Limitations

The customer is fully responsible for the return shipment. The Archivia is not responsible for:

Loss, theft, damage or delays during the return shipment. 
Lack of documentation (name and order number) preventing identification of the return. 
Customs duties, import taxes or other charges related to the return, which remain the customer’s responsibility.

The use of a trackable and insured shipping service is strongly recommended, keeping proof of shipment.

Return Refusal and Management of Non-Compliant Products

The Archivia reserves the right to refuse the return if:

The product has been used, worn, washed or damaged.
The original packaging, labels, seals or identification documents are missing.
The return is received after the 14-day period.

In case of refusal, the customer must collect the product at their own expense within 30 days. After this period, The Archivia may dispose of the product without further notice or refund.

General Conditions

Requests for refunds or replacements must be submitted within 48 hours from delivery.
Products must be intact, unused and with labels intact.
Customized products are not returnable, except in case of defects.
Refunds will be processed within 15 working days from receipt of the return, subject to compliance verification.
After requesting and receiving a replacement, it will no longer be possible to request a refund: replacement items are considered final sale.

Any product not compliant with the return conditions will be rejected and the customer will bear the return shipping costs.

Limitation of Liability

The Archivia is not responsible for:

Damage resulting from improper use of the product, including non-compliant washing or maintenance.
Indirect or consequential damages resulting from the use of purchased products.
Delivery delays due to force majeure or unforeseeable events (strikes, natural disasters, external logistical issues).

Customs Duties and International Returns

For returns or replacements from abroad, all customs duties, taxes and local charges are borne by the customer. The Archivia will not reimburse additional costs related to international shipping, including transport and customs handling.

Changes to the Return Policy

The Archivia reserves the right to modify this policy at any time without prior notice. The new conditions will apply to orders placed after their publication on the website.

Jurisdiction and Applicable Law

For any dispute relating to the interpretation, validity or execution of this policy, the exclusive jurisdiction is the Court of Torre Annunziata (NA), subject to a mandatory attempt at mediation before the Mediation Body of the same court, with express waiver of any alternative or concurrent jurisdiction.

This information is governed by Italian law and constitutes an integral part of The Archivia’s General Terms and Conditions of Sale.