Política de reembolso

Last updated: 31 July 2026

This Returns and Refund Policy applies to purchases completed and paid for directly through gatittostore.com.

Gatitto Store offers a voluntary 30-day return period, in addition to any mandatory consumer rights available under the laws of the customer’s country of residence.

Nothing in this policy limits or excludes rights that cannot legally be waived, including the statutory rights of consumers located in the European Union and the United Kingdom.

1. Contact details

For questions or requests concerning returns, exchanges or refunds, contact:

Gatitto Store
Website: gatittostore.com
Email: info@gatittostore.com

Our Customer Support team aims to respond within 24 to 48 business hours.

Do not send a product to any address before receiving return instructions from our Customer Support team.

2. Voluntary 30-day return policy

You may request the return of an eligible product within 30 calendar days after receiving it.

This voluntary return period is offered by Gatitto Store and does not replace any statutory cancellation, conformity or guarantee rights applicable in your country.

To qualify under the voluntary return policy, the product should:

be in substantially the same condition in which it was received;
be unworn, unused and unwashed;
include its original tags, accessories, manuals and components;
be returned in its original packaging whenever reasonably possible;
be accompanied by the receipt or other proof of purchase.

The absence of the original packaging does not automatically remove statutory rights where the product is faulty, damaged, incorrect or otherwise not in conformity with the contract.

3. How to request a return

To request a return, email info@gatittostore.com and provide:

your full name;
your order number;
the product you wish to return;
the reason for the return;
the date on which the product was delivered;
photographs or videos, where relevant.

Once the request has been reviewed, we will provide:

the appropriate return address;
packaging instructions;
any return authorisation or reference number;
information about the shipping method;
confirmation of who is responsible for the return shipping cost.

Do not send the product to the address shown on the parcel or to any other address without first receiving instructions.

4. Returns sent without prior contact

Customers should contact Gatitto Store before returning a product so that the return can be correctly identified and directed to the appropriate facility.

A return sent without prior contact will not automatically eliminate the customer’s statutory rights. However, it may cause:

delays in identifying the order;
delivery to an incorrect facility;
additional tracking difficulties;
delays in processing the refund;
possible loss of the parcel.

Customers should always retain proof of postage and the tracking information for the returned parcel.

5. European Union 14-day right of withdrawal

Consumers whose orders are delivered within the European Union generally have the right to withdraw from an online purchase within 14 calendar days, without providing a reason.

For goods, the withdrawal period generally begins on the day after the consumer, or a third party designated by the consumer, receives the goods.

To exercise this right, the customer must send a clear statement of withdrawal to:

Email: info@gatittostore.com

The notice must be sent before the 14-day withdrawal period expires.

After notifying us of the withdrawal, the customer must return the goods without undue delay and generally no later than 14 days after communicating the decision to withdraw.

6. Optional withdrawal form

Customers may use the following wording, although use of this form is not mandatory:

To Gatitto Store:
I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number:
Product:
Ordered on:
Received on:
Customer’s full name:
Customer’s address:
Date:

The notice should be sent to info@gatittostore.com.

7. Refund following EU withdrawal

When a valid EU right of withdrawal is exercised, Gatitto Store will reimburse:

the purchase price of the returned product; and
the cost of the least expensive standard delivery method offered for the order.

If the customer selected a more expensive delivery method, such as express or priority shipping, Gatitto Store is not required to reimburse the additional amount above the standard delivery cost.

The refund will be made using the same payment method used for the original transaction, unless the customer expressly agrees to another method.

No refund fee will be charged.

8. Timing of EU withdrawal refunds

A refund following a valid EU withdrawal will be issued without undue delay and generally within 14 days after we are informed of the withdrawal.

Where goods are being returned, Gatitto Store may withhold the refund until:

the returned goods have been received; or
the customer provides adequate evidence that the goods were sent back,

whichever occurs first.

9. Return shipping for change-of-mind returns

For a voluntary or statutory change-of-mind return, the customer may be responsible for the direct cost of returning the goods, provided this responsibility was clearly disclosed before the purchase.

Gatitto Store will cover the return cost where:

we expressly agreed to do so;
the customer was not properly informed before purchase that return costs would be their responsibility;
the product is faulty, damaged, incorrect or not in conformity with the contract;
applicable national law requires Gatitto Store to cover the cost.

EU consumer guidance confirms that consumers may be responsible for change-of-mind return postage when properly informed in advance, while the seller must bear that cost if it offered to do so or failed to disclose it.

Do not arrange or pay for return shipping before receiving instructions from Customer Support.

10. Handling and diminished value

Consumers may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning.

For statutory withdrawal returns, Gatitto Store may reduce the refund where the product has lost value because it was handled beyond what would reasonably be permitted in a physical shop.

A reduction will not be applied merely because:

the packaging was opened;
the customer reasonably inspected the product;
the original external shipping packaging was removed.

Any deduction must reflect an actual and reasonably supportable reduction in value.

11. Damaged, defective or incorrect products

Please inspect your order as soon as possible after delivery.

is defective;
arrives damaged;
is different from the product ordered;
is missing parts or accessories;
does not correspond to the description;
does not perform as reasonably expected.

Send the following information to info@gatittostore.com:

your full name;
order number;
description of the issue;
photographs of the product;
photographs of the parcel and shipping label;
a video demonstrating the problem, where reasonably necessary.

Photographs and videos help us assess the issue, but their absence will not automatically remove statutory consumer rights.

12. Remedies for non-conforming products

Where a product is faulty or otherwise not in conformity with the contract, the customer may be entitled to an appropriate remedy under applicable law.

Depending on the circumstances, this may include:

repair;
replacement;
price reduction;
cancellation of the contract;
full or partial refund.

Under EU rules, faulty goods must generally be repaired or replaced at no cost. If this is impossible, is not completed within a reasonable time or causes significant inconvenience, the consumer may be entitled to a full or partial refund. EU consumers benefit from a minimum two-year legal guarantee, although national laws may provide additional protection.

The voluntary 30-day return period does not replace or shorten these legal guarantee rights.

13. Costs for faulty or incorrect products

When a product is defective, damaged, incorrect or otherwise not in conformity with the order, Gatitto Store will cover the reasonable and necessary return costs in accordance with applicable consumer law.

The customer should not independently arrange an expensive return method unless authorised by Customer Support.

Where appropriate, Gatitto Store may provide:

a prepaid return label;
a reimbursement of reasonable postage;
a collection service;
instructions for another suitable return method.

14. Exchanges

The fastest way to obtain a different product is normally to:

request the return of the original product;
receive return approval and instructions;
place a separate order for the replacement product.

Where practical, Gatitto Store may instead offer a direct exchange or replacement.

A customer will not be required to accept a replacement, store credit or voucher where applicable law gives the customer the right to a monetary refund.

15. Products generally excluded from change-of-mind returns

Certain products may be excluded from voluntary returns or the statutory right of withdrawal where permitted by applicable law.

These may include:

goods made to the customer’s specifications;
personalised or custom-made products;
goods that deteriorate or expire rapidly;
sealed goods that are unsuitable for return for health protection or hygiene reasons after the seal has been broken;
sealed audio, video or software products after unsealing;
goods inseparably mixed with other items after delivery;
newspapers, periodicals or magazines, except subscription contracts;
digital content supplied immediately after the customer expressly consented to performance and acknowledged the loss of the withdrawal right;
gift cards, where permitted by law;
hazardous materials, flammable liquids or gases where return transport is restricted.

The statutory exceptions to the EU withdrawal right are established in Article 16 of Directive 2011/83/EU and corresponding national laws.

An exclusion from change-of-mind returns does not remove rights where the product is faulty, damaged, misdescribed or otherwise not in conformity.

16. Personal care and hygiene products

Personal care or hygiene products will only be excluded from change-of-mind returns where:

they were supplied in sealed packaging;
the seal was broken after delivery; and
the product is genuinely unsuitable for return because of health protection or hygiene considerations.

A product will not be automatically excluded merely because it belongs to a broad personal-care category.

Faulty, damaged, incorrect or non-conforming hygiene products remain subject to mandatory consumer protections.

17. Sale and promotional products

Sale, discounted and promotional products remain covered by mandatory consumer rights.

They may be returned under the statutory right of withdrawal where that right applies, unless a recognised legal exception applies.

They are also covered by applicable legal conformity and guarantee protections.

A reduced price does not, by itself, remove the customer’s legal rights.

18. Gift cards

Gift cards may be excluded from the voluntary return policy where permitted by law.

However, this exclusion does not affect:

statutory rights that cannot be waived;
refunds resulting from an unauthorised transaction;
cases where a gift card was not supplied as agreed;
rights arising from a defective digital service.

19. Condition of returned goods

Returned products should, whenever reasonably possible, include:

the product itself;
original accessories;
manuals;
components;
tags;
promotional items included with the purchase;
proof of purchase;
suitable protective packaging.

The customer remains responsible for taking reasonable care of the product while it is in their possession.

The absence of a receipt will not automatically prevent a claim if the purchase can be verified through another reliable method, such as the order number, account record or payment confirmation.

20. Inspection of returned products

Returned products may be inspected to confirm:

the identity of the product;
its condition;
the presence of accessories;
the issue reported by the customer;
whether the returned item corresponds to the original order;
whether there are signs of damage unrelated to the reported problem;
whether a statutory or voluntary return condition applies.

Inspection will not be used to improperly restrict mandatory cancellation, conformity or guarantee rights.

21. Refund method

Approved refunds will normally be issued to the original payment method.

Depending on the original transaction, the refund may be processed through:

credit or debit card;
PayPal;
Shop Pay;
Apple Pay;
Google Pay;
another payment provider used during checkout.

Where the original method is no longer available, Gatitto Store may request sufficient information to arrange a secure alternative refund.

Gatitto Store will not require a customer to accept store credit when a monetary refund is legally due.

22. Refund processing times

After a refund has been approved, Gatitto Store will submit it to the relevant payment provider without undue delay.

Refunds are normally initiated within 10 business days after approval, subject to any shorter mandatory deadline under applicable law.

After the refund is submitted, the bank, card issuer or payment provider may require additional time before the amount appears in the customer’s account.

If more than 15 business days have passed since the refund was approved, contact info@gatittostore.com.

These processing estimates do not extend any mandatory statutory refund deadline.

23. Partial refunds

A partial refund may be appropriate where:

only part of an order is returned;
only one product is cancelled;
the customer validly accepts a price reduction;
the goods have suffered a demonstrable reduction in value because of excessive handling;
part of the order has been retained by the customer.

No arbitrary processing, restocking or administration fee will be deducted from a statutory refund.

24. Refused or uncollected deliveries

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid cancellation notice.

Customers should contact info@gatittostore.com to clearly communicate their decision to cancel or return the order.

Where a parcel is returned because of:

an incorrect address provided by the customer;
failure to collect it;
repeated unsuccessful delivery attempts;
refusal without prior communication;

the circumstances will be reviewed before any refund or deduction is applied.

Mandatory consumer rights will remain unaffected.

25. Orders delivered in separate parcels

Products from the same order may be delivered separately.

For statutory EU withdrawal purposes, where multiple goods from a single order are delivered separately, the withdrawal period may begin when the consumer receives the final item, depending on the structure of the order and applicable law.

Customers should check all tracking references before reporting an item as missing.

26. United Kingdom customers

Customers whose orders are delivered in the United Kingdom generally have a separate statutory right to cancel most online orders within 14 days after delivery, without providing a reason.

After cancelling, the customer generally has a further 14 days to return the goods. Refunds must generally be issued within 14 days after the seller receives the goods back or receives evidence that they were returned. The standard outbound delivery cost must also generally be refunded.

UK customers also retain their statutory rights concerning products that are faulty, not as described or unfit for purpose.

Nothing in this policy limits those rights.

27. Purchases made through external platforms

This policy applies only to purchases completed and paid for directly through:

gatittostore.com

If a customer is redirected to an external marketplace, app or website and completes payment there:

the order is processed by the external platform or seller;
the return request must be submitted through that platform;
the external seller’s return procedure will apply;
refunds will be processed by the party that received the payment.

Gatitto Store may not have operational access to cancel or refund a transaction completed directly with a third party.

28. Chargebacks and unauthorised transactions

A chargeback is a payment dispute submitted to the customer’s bank or card provider.

Customers may contact Gatitto Store first so that we can attempt to resolve the matter promptly.

However, this does not prevent a customer from contacting their payment provider immediately in cases involving:

an unrecognised transaction;
suspected fraud;
unauthorised use of a payment method;
duplicate charges;
an incorrect transaction amount.

A legitimate chargeback does not automatically make the customer responsible for Gatitto Store’s administrative or processing costs.

29. Applicable consumer law

This policy will be interpreted consistently with the mandatory consumer protection laws applicable to the customer.

For EU customers, relevant protections include the national laws implementing:

Directive 2011/83/EU on consumer rights; and
the EU rules on the sale of goods and legal conformity guarantees.

EU directives establish minimum outcomes that Member States implement through their national legislation, so some rights and procedures may differ or provide additional protection depending on the customer’s country.

Where local mandatory law provides more favourable protection than this policy, the local law will prevail.

30. Changes to this policy

Gatitto Store may update this policy to reflect:

legal or regulatory changes;
operational changes;
new payment methods;
changes to return facilities;
new logistics providers;
updates to Shopify services;
changes to the countries served.

Any updated version will be published on this page with a revised “Last updated” date.

Changes will not be used to retroactively reduce rights relating to orders already completed.

31. Contact us

For questions or requests regarding returns, exchanges or refunds, contact: