Return & Refund Policy
Last Updated: July 27, 2025
At FORTUNAT LTD, we strive to ensure your complete satisfaction with every purchase made through our website, www.thepianissimo.com. This Return & Refund Policy outlines your rights and our procedures for returning products, requesting refunds, or addressing issues with your order. This policy applies to all orders shipped to the United Kingdom, European Union, Australia, the United States, and other international destinations, subject to applicable local laws. Please read this policy in conjunction with our Terms & Conditions and Shipping & Delivery Policy.
1. Legal Right to Cancel (UK & EU Consumers)
1.1 Right of Withdrawal
- If you are a consumer (not purchasing for business purposes) in the United Kingdom or European Union, you have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) or the EU Consumer Rights Directive (2011/83/EU).
- You may cancel your order without providing a reason within 14 calendar days from the day you, or a third party you nominate (other than the carrier), receives the goods.
1.2 Exercising the Right
- To cancel, you must inform us of your decision in writing via:
- Email: contact@thepianissimo.com
- Your cancellation notice must be sent within the 14-day cancellation period.
1.3 Return Deadline
- After notifying us, you must return the goods within 14 calendar days to the address provided in Section 4.
1.4 Exceptions
- The right of withdrawal does not apply to:
- Personalized or custom-made products (e.g., custom-scented candles, if applicable).
- Sealed goods (e.g., candles) that have been opened or used, for health and hygiene reasons.
- Gift cards or digital downloads (if offered), as they are non-returnable under applicable law.
2. Time Frame for Returns
- Notification: You must notify us of your intent to return within 14 calendar days from the date you receive your order.
- Return Shipping: You must ship the products back to us within 14 calendar days of notifying us, unless the return is due to our error (e.g., defective or incorrect items), in which case we will provide a prepaid return label.
3. Conditions for Returns
To be eligible for a return, products must meet the following conditions:
- Unused and Unopened: Items must be in their original condition, unlit, and free from damage or alteration.
- Original Packaging: Products must be returned in their original, undamaged packaging, including any protective materials or branding.
- Proof of Purchase: You must provide a valid order number, receipt, or other proof of purchase.
We reserve the right to refuse returns that do not meet these conditions or are deemed ineligible under Section 1.4.
4. How to Initiate a Return
To return a product, follow these steps:
- Contact Us: Email contact@thepianissimo.com with:
- Your full name.
- Order number.
- Reason for return (optional for UK/EU consumers exercising their right of withdrawal).
- Await Instructions: We will confirm your return request and provide a return address (typically our logistics partner: Quivo, 62 Boulevard Henri Navier, Lot 1-3, 95150 Taverny, France).
- Pack Securely: Package the item(s) securely in their original packaging to prevent damage during transit.
- Ship the Return: Use a tracked shipping service and retain proof of postage. We are not responsible for returns lost in transit without tracking.
5. Return Shipping Costs
5.1 Returns Due to Our Error
- If the return is due to a defective, damaged, or incorrect product, we will cover the cost of return shipping by providing a prepaid return label.
5.2 Other Returns
- For returns due to a change of mind or other non-fault reasons (e.g., exercising your right of withdrawal), you are responsible for the cost of return shipping.
- We recommend using a tracked and insured shipping service, as we cannot accept liability for items lost or damaged in transit.
6. Refund Process
6.1 Inspection
- Upon receiving your return, we will inspect the items to ensure they meet the conditions outlined in Section 3.
- You will be notified via email of the approval or rejection of your refund, with an explanation if rejected.
6.2 Refund Timeline
- If approved, refunds will be processed within 14 calendar days of receiving the returned items or proof of return (e.g., tracking confirmation).
- Refunds will be issued to the original payment method, unless otherwise agreed.
- Depending on your bank or payment provider, it may take an additional 3–10 business days for the refund to appear in your account.
6.3 Refund Amount
- For eligible returns, we will refund:
- The full product price.
- The standard delivery fee (if applicable), excluding premium or express shipping costs.
- We will not refund return shipping costs unless the return is due to our error.
7. Items That Cannot Be Returned
For hygiene, safety, or legal reasons, the following items are non-returnable:
- Used or Opened Candles: Candles that have been lit, partially burned, or removed from their sealed packaging.
- Damaged or Altered Items: Products not in their original condition or packaging, unless damaged due to our error or during shipping.
- Personalized or Custom Products: Items made to your specifications (if applicable).
- Gift Cards or Digital Downloads: Non-returnable under applicable law (if offered).
If you are unsure about an item’s eligibility, contact us at contact@thepianissimo.com before initiating a return.
8. Damaged, Defective, or Incorrect Items
8.1 Reporting Issues
- If you receive a damaged, defective, or incorrect product, notify us within 48 hours of delivery via email at contact@thepianissimo.com, including:
- Your order number.
- A description of the issue.
- Clear photos or videos showing the damage, defect, or incorrect item and its packaging.
8.2 Resolution
- Upon verification, we will offer, at our discretion:
- A replacement product at no additional cost (subject to availability).
- A full refund, including original shipping costs.
- A partial refund for minor issues where a replacement or full refund is not required.
- We will provide a prepaid return label for returning damaged or incorrect items.
8.3 Statutory Rights
- Nothing in this policy affects your statutory rights under applicable consumer protection laws, including the right to a repair, replacement, or refund for faulty or misdescribed goods.
9. Refunds on Shipping Costs
- For UK and EU consumers exercising their right of withdrawal, we will refund:
- The product price.
- The cost of standard delivery (if paid).
- We will not refund:
- Premium or express delivery fees.
- Return shipping costs, unless the return is due to our error.
- For faulty, damaged, or incorrect items, we will refund both the product price and any associated shipping costs (including return shipping).
10. Returns Outside the UK or EU
- For returns from Australia, United States, or other non-EU countries:
- You are responsible for return shipping costs, unless the return is due to our error.
- Customs forms must be clearly marked as “Returned Goods” to avoid import duties or taxes.
- Any customs fees or taxes incurred due to incorrect declarations may be deducted from your refund.
- Contact us at contact@thepianissimo.com for specific return instructions for your region.
11. Australian Consumer Law (ACL)
For customers in Australia, our goods come with guarantees under the Australian Consumer Law (ACL) that cannot be excluded:
- You are entitled to a refund or replacement for a major failure (e.g., a product that is unsafe, significantly defective, or not as described).
- You are entitled to a repair or replacement for minor failures that do not amount to a major failure, or compensation for any reasonably foreseeable loss or damage.
- To exercise your ACL rights, contact us at contact@thepianissimo.com with details of the issue and proof of purchase.
12. Exchanges
- We do not currently offer direct exchanges for different products or variants.
- If you wish to exchange an item, please:
- Return the original product following the process in Section 4.
- Place a new order for the desired item via www.thepianissimo.com.
13. Non-Returnable Promotions or Discounts
- If your order included promotional items (e.g., free gifts) or discounts tied to the returned product, you must return the promotional items in their original condition to receive a full refund.
- If promotional items are not returned, we may deduct their value from your refund.
14. Contact Us
For questions, concerns, or assistance with returns or refunds, please contact:
FORTUNAT LTD
Email: contact@thepianissimo.com
Phone: +44 7360 498800
Address: Holborn Gate, 330 High Holborn, Suite 505, 5 Desk Suite, London, England, WC1V 7QH For returns, use the address provided in our return instructions (typically: Quivo, 62 Boulevard Henri Navier, Lot 1-3, 95150 Taverny, France).
