Returns & Refunds

Last updated: September 2026

We want you and your companion to be fully satisfied. If something isn't right, we'll fix it.

Right of withdrawal: 14 days, and 30 on non-personalized items

If you are a consumer you have 14 days from delivery to withdraw from your purchase, without giving any reason. On non-personalized items we go further than the law requires: the period is 30 days.

To withdraw, just tell us clearly within that period: write to perla.support@gmail.com with your order number, or use the form below. Using the form is not mandatory.

What counts as personalized, and why it can't be returned

The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized. This isn't our rule: it is set by law, in art. 59(1)(c) of the Italian Consumer Code (Legislative Decree 206/2005).

For us, an item is personalized when we make it with content you give us: the name or text you type, the photo or design you upload in the personalization studio. That piece exists only for you and cannot be resold. We tell you here, and again on the product page, before you pay.

An item with one of our catalogue patterns and nothing of yours on it is not personalized, even though we print it after you order: withdrawal and the 30-day return apply to it.

The exception never applies if the item arrives faulty, damaged or different from what you ordered: see below, you are fully covered, personalized or not.

How to return an item

1. Tell us you are withdrawing within the period (by email or with the form).
2. We reply with the address to ship to. You have 14 days from when you wrote to us to send the item back.
3. The cost of returning the item is yours. The item must come back intact, unused and, where possible, in its packaging: you are only liable for any loss in value caused by handling it beyond what is needed to check it.
4. We refund you within 14 days of the day you told us you were withdrawing, to the same payment method and at no cost to you. We may wait until we receive the item, or proof that you have sent it, before refunding.

If the product is faulty or wrong

If you receive an item that is faulty, damaged or different from what you ordered, write to us with a photo. If you tell us within 14 days of delivery, we replace it or refund you right away, with all costs paid by us, personalized products included.

This cover comes on top of the legal guarantee of conformity and does not limit it: the guarantee covers defects that appear within two years of delivery (art. 128 and following of the Italian Consumer Code), and to use it you just need to write to us within two months of discovering the defect.

Withdrawal form

Fill it in and send it to us only if you wish to withdraw from the contract (you can also copy it into an email).

To: Perla Italia — perla.support@gmail.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: ____________

Order number: ________ — Ordered on (*) / received on (*): ________

Name of consumer(s): ________

Address of consumer(s): ________

Signature of consumer(s) (only if this form is sent on paper): ________

Date: ________

(*) Delete as appropriate.

Questions?

Write to us at perla.support@gmail.com. We handle every return with the same care as every order.