Refund policy

Right of withdrawal

If you are not satisfied with your order, you can exercise the right of withdrawal within 14 days from the date of receipt of the order (the days will start to be calculated based on the proof of delivery).

The products that will be returned for replacement must not be used, consumed, or damaged, must have the identification tag attached to the product and must be returned in the original packaging with the relative accessories. The goods that are returned in conditions that do not comply with the above will not be replaced or refunded.

The products must be returned in a single shipment and, possibly, in the original packaging that was delivered to you.

How to make a return

You can request a return within 14 days from the date of receipt of the order by writing an email to assistenza@chevalfirenze.com, providing the information relating to your order, order number, email address used and the reason for your return. Depending on it, the Customer Service is at your disposal to clarify any doubts on the procedure to follow. Following the return request you will receive a confirmation email.

Return for exchange

If you wish to make a replacement, you can contact us by writing an email to our Customer Service (assistenza@chevalfirenze.com), which will guide you through the exchange process.
It is only possible to make color replacements and therefore exchange the purchased item for the same item in a different color, if available, and only for orders placed from countries belonging to the European Community. If you prefer to make an exchange for another item, you will have to request a return and make a new purchase.
Once the product to be replaced has been received at our warehouse, we will send you the new product. The new tracking number will be sent to you by email when the new shipment is made.
Once the item has been exchanged, it will no longer be possible to request a new exchange.

The new item can only be returned for a refund.

Shipping methods

You can ship the products you wish to return using the method you prefer, using the express courier or the ordinary mail service.

Shipping costs will be at our expense only in the event that:

One or more products received by you do not conform to what you ordered.
The products received by you have obvious manufacturing defects. In this case, please send photos attached to the written return request that must be sent to the email assistenza@chevalfirenze.com.

We will arrange a collection through our courier.

The returned products must be sent to the following address:

SERE.BAGS Srl

Via Tevere, 100/102 – 50019 Sesto Fiorentino (FI) – ITALY

Refund times

Once the return is received, the conditions of the returned products will be assessed within approximately 14 working days from the date of receipt of the goods, after which any refund will be processed.

Cheval Firenze will refund you the total price of the products purchased and the actual refund will be notified to you via email.

If the refunded amount is not correct, please contact by email: assistenza@chevalfirenze.com who will verify the refunded amount and credit the missing difference.

Failure to accept the return

If the above conditions are not respected or the returned products are found to be damaged or used, Cheval Firenze reserves the right not to accept the return. In this case, you can decide to receive the purchased products again, but you will be responsible for the shipping costs. It will not be possible to change a purchased product or refuse the shipment sent.