If a product does not match the description, please contact our support team at: si@giannabellucci.com before returning it.

Legal basis
This return and withdrawal policy is based on Directive 2011/83/EU on consumer rights as implemented in the Slovenian Consumer Protection Act (ZVPot), which provides all EU consumers the right to withdraw from distance contracts.

Link to initiate a return or exchange process: Link

Material defects (non-conformity of goods)

Under EU law, consumers have the right to demand action in the event of a material defect (non-conformity) concerning the purchased product.

How to report a defect

The EU Sales Directive (1999/44/EC, replaced by 2019/771/EU) stipulates that consumers must notify the seller of the non-conformity within a reasonable time after its discovery. Returned underwear must be unused, unstained, and hygienically safe for inspection.
The notification must contain a clear description of the defect, and the consumer must allow the product to be inspected.

Consumer rights in case of a defect
If the defect is confirmed, the consumer can choose one of the following actions:

Product repair or partial compensation in accordance with the reduced value,
Replacement of the defective product with a new, flawless one,
Full refund of the purchase price.
If the defect is not disputed, we will fulfill the consumer's request as soon as possible and no later than 8 days after receiving the claim. If the defect is disputed, we will send a written response with our position within 8 days.

What is considered a material defect?
A product is considered materially defective (non-conforming under EU law) if:

It does not have the characteristics necessary for its normal use (e.g. broken straps, faulty clasps, torn fabric upon delivery).
It is not suitable for a specific purpose that was known to the seller upon purchase.
It does not match the advertised description, product information, or labeling.
It was delivered in a form that does not match the sample or model presented (unless it was clearly stated to be for information purposes only).

For products sensitive to hygiene, such as underwear, a defect does not include:

Stains, wear, or damage resulting from fitting, wearing, or improper use,
Defects that occur after the product has been used contrary to its intended purpose.

The suitability of the product for normal use is assessed based on:

The usual quality of similar underwear available on the market,
Any statements given by us or the manufacturer, including advertising, product presentation, and labeling.

Legal framework
Liability for material defects is governed by the EU Sales of Goods Directive (2019/771/EU), the Consumer Rights Directive (2011/83/EU), and national consumer protection laws.

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