Returns and Rufunds

The User can exercise the right of withdrawal and return the product received, without any penalty and without specifying the reason, in compliance with the terms and conditions set out below.
To exercise this right, the customer must send Trame S.R.L. a communication within 7 days from the date of delivery of the goods via the customer service, "contact us" section on the site.
Note: Customers who purchase with a VAT number cannot exercise the right of withdrawal.
The products must be returned intact, undamaged and provided with the bar code and any other seal that is part of the products. Products that are returned incomplete, ruined, damaged, deteriorated, USED will not be refunded.

The products to be returned must be delivered to the shipper within 7 days from the User's communication to the Seller of his or her intention to withdraw from the contract. AFTER 7 DAYS, if the products are NOT delivered to our courier or have not been shipped with the method you have chosen, THE RETURN REQUEST WILL BE DEEMED VOID.

The return costs for definitive returns are paid (10 € in Italy / 20 € abroad) and will be deducted from the final refund. The shipment, until its arrival in our warehouse, is under the complete responsibility of the customer.
Trame S.R.L. is not responsible in any way for damage or theft / loss of goods returned by uninsured shipments.
After the return of the products, the Seller will make the necessary checks relating to their compliance with the conditions and terms indicated therein.
If the right of withdrawal is correctly exercised, the Seller will refund any sums already collected by the User for the purchase of the products, excluding shipping costs and any cash on delivery costs.
Whatever the payment method used by the User, the reimbursement is activated by the Seller as quickly as possible and in any case within 14 days from the date on which the Seller became aware of the exercise of the right of withdrawal, after verifying the correct execution of the same and the verification of the returned products.

The Seller reimburses using the same payment method used by the User for the purchase of the returned products, even if a virtual and / or disposable credit card has been used. The Seller may in no way make a refund on a credit card other than the one used for the purchase, except in the case in which the card itself has expired in the meantime or has been stolen: in this case the User may contact the Customer Service through the appropriate section on the "Contact Us" site, to agree on the most appropriate refund method.


The User can request any information through customer service by sending an email to, by contacting the following phone number: +39 324 0989909 (on Monday from 3.30 PM to 7.30 PM - from Tuesday to Friday from 9.30 to 12.30 AM and from 3.30 PM to 7.30 PM - Saturday from 9.30 AM to 1.00 PM and from 3.30 PM to 7.30 PM), or by filling out the form in the "Contact us" section.