At Cintia Maestrello, every item is carefully handcrafted with exceptional attention to detail. We take great pride in the quality of our products and want you to shop with confidence.

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1. Overview

At Cintia Maestrello, every product is carefully handcrafted with attention to detail. We want you to be completely satisfied with your purchase.

This Returns & Refunds Policy explains your rights and our procedures regarding returns, exchanges, and refunds.

 

2. Your Right to Cancel

Under UK consumer law, you may have the right to cancel eligible purchases within 14 days of receiving your order.

To exercise this right, you must notify us in writing by email within 14 days of delivery.

After notifying us, you must return the item within 14 days.

 

3. Non-Returnable Items

Due to the handmade and made-to-order nature of our products, the following items cannot be returned unless they are faulty, damaged, or incorrectly supplied:

• Custom-made products

• Personalised products

• Bespoke items created to your specifications

• Items altered at the customer's request

 

4. Return Conditions

To be eligible for a return, products must:

• Be unused and unworn

• Be in their original condition

• Be free from damage caused after delivery

• Include original packaging where reasonably possible

• Be returned within the applicable return period

We reserve the right to refuse returns that do not meet these conditions.

 

5. How to Request a Return

To request a return, please contact us at:

Email: cintiamaestrelo@hotmail.com

Please include:

• Your order number

• Your full name

• A description of the item

• The reason for the return

We will provide instructions for returning the item.

 

6. Return Shipping Costs

Customers are responsible for return shipping costs unless:

• The item is faulty;

• The item arrived damaged; or

• We supplied the wrong item.

We recommend using a tracked postal service, as we cannot be responsible for returns lost in transit.

 

7. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method.

Please allow up to 14 days for the refund to appear, depending on your payment provider.

Original delivery charges will only be refunded where required by law or where the return is due to our error.

 

8. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Where possible, please provide:

• Your order number

• A description of the issue

• Clear photographs showing the problem

If the item is confirmed to be faulty or incorrect, we will offer an appropriate remedy, including:

• Repair;

• Replacement; or

• Full refund.

Your statutory consumer rights remain unaffected.

 

9. Exchanges

As many of our products are handmade and produced in limited quantities, exchanges are subject to availability.

If you wish to exchange an item, please contact us before returning the product.

 

10. Handmade Product Variations

Each item is individually handcrafted.

Minor variations in:

• Colour

• Texture

• Weave

• Stitch pattern

• Finish

• Dimensions

are a natural characteristic of handmade products and are not considered defects.

 

11. Contact Us

For all return and refund enquiries, please contact:

Cintia Maestrello Email: cintiamaestrelo@hotmail.com Website: www.cintiamaestrello.com

We aim to respond to all enquiries within 2 business days.