Returns
Returns & Refunds
Contents
| 1. Your right to return
Under EU Directive 2011/83/EU (Consumer Rights Directive) and Italian Consumer Code (D.Lgs 206/2005), you have the right to withdraw from any purchase made online without giving a reason, within 14 calendar days of receiving your order.
We extend this significantly. MakeitBuy offers a 30-day return window from the date of delivery for all eligible items, giving you more time and flexibility than legally required.
Your 30-day window starts the day your parcel is delivered — not the day you ordered. If you receive a multi-item order in separate shipments, the 30 days runs from when the last item arrives.
| 2. How to Start a Return
Starting a return takes less than 2 minutes:
- Email hello@makeitbuy.com with subject line “Return Request — [Your Order Number]”
- Tell us which item(s) you want to return and the reason (helps us improve, but not required)
- We’ll reply within 1 business day with a Return Merchandise Authorization (RMA) number and return address
- Pack the item securely, include your RMA number, and send it back using a tracked service
- Once received and inspected (1–3 business days), we will process your refund
Return shipping costs: For standard change-of-mind returns, return shipping is at the customer’s cost. For defective, damaged, or incorrectly sent items, we cover the return shipping cost in full.
| 3. Condition of Returns
To be eligible for a full refund, returned items must be:
- Unused, unworn, and in original condition
- In their original packaging (where packaging forms part of the product presentation)
- Not washed, altered, or damaged by the customer
- Complete — including all accessories, components, or items sold as a set
Items showing clear signs of use may be subject to a partial refund or refused at our discretion. We will always contact you before making the decision.
| 4. Non Refundable Items
The following items cannot be returned under any circumstances unless they arrive defective:
- Digital products and downloads (once accessed or downloaded)
- Personalised or custom-made items (including custom 3D-printed products with your specifications)
- Perishable goods (food, flowers, plants)
- Hygiene-sensitive items that have been opened (face masks, personal care, cosmetics)
- Gift cards and store credit
- Hazardous materials
Our standard 3D-printed original products (non-customised) are eligible for return under the same 30-day policy as all other products.
| 5. Refunds
Once we receive and inspect your returned item, we will process your refund within 5 business days of receipt. Refunds are issued to your original payment method.
| SCENARIO | REFUND AMOUNT | TIMING |
| Change of mind / standard return | Full product price. Original shipping not refunded | 5 business days after receipt |
| Defective / damaged item | Full price + original shipping refunded | 3 business days after reporting |
| Wrong item sent | Full price + original shipping refunded | 3 business days after reporting |
| Lost parcel (confirmed) | Full price + original shipping | After carrier investigation |
| Item not as described | Full price + original shipping | 5 business days after receipt |
Bank processing times after we issue the refund: 3–10 business days depending on your bank or card issuer. PayPal refunds typically appear within 24–48 hours.
| 6. Damaged, Defected or Incorrect item
If your item arrives damaged, defective, or is not what you ordered:
- Contact us within 7 days of delivery at hello@makeitbuy.com
- Include your order number and photos of the damage or incorrect item
- We will offer a full refund, replacement, or store credit — your choice
- We cover all return shipping costs in these cases
| 7. Exchanges
We do not offer direct exchanges at this time. If you would like a different item, size, or colour:
- Return your original item following the process above
- Place a new order for the item you want
This ensures the fastest turnaround and guarantees stock availability for your preferred item.
| 8. Returns for Marketplace Seller Products
For products sold by third-party sellers on our marketplace:
- The seller’s individual return policy applies and will be shown on the product page
- All marketplace sellers must offer a minimum 14-day return window in line with EU law
- If a seller fails to honour a valid return request, Makeitbuy will intervene and resolve the issue directly
- Contact us at hello@makeitbuy.com if you face any issues with a marketplace return