Widerrufsrecht

Last updated: August 25, 2026

1. Mandatory rights come first

This policy supplements and does not limit rights under the Italian Consumer Code (Legislative Decree No. 206/2005, Codice del Consumo), the EU Consumer Rights framework, and mandatory conformity law. The Italian statutory legal guarantee of conformity applies under the Consumer Code. Any commercial guarantee is additional and must clearly state that statutory remedies remain available.

2. Fourteen-day right of withdrawal

Where the statutory right applies, a consumer may withdraw from a distance contract without giving a reason within 14 days after the day the consumer, or a nominated third party other than the carrier, obtains physical possession of the goods. Special timing rules apply to multiple goods, lots, regular deliveries, services, and digital content.

3. How to withdraw

Before the deadline, send an unambiguous statement to hello@carrysela.com or use https://www.carrysela.com/pages/contact-us. State the customer name, order number, goods, order and delivery dates, contact details, and that you withdraw. Using a form is optional unless the law permits otherwise.

4. Model withdrawal wording

“I/We notify you that I/we withdraw from the contract for: the goods identified by the customer in the withdrawal notice; ordered on the order date shown in the relevant order confirmation; received on the delivery date recorded for the relevant order; consumer name the name supplied by the customer in the withdrawal notice; consumer address the address supplied by the customer in the withdrawal notice; date the date on which the customer sends the withdrawal notice.” Send it to hello@carrysela.com.

5. Returning goods

After notifying withdrawal, return the goods without undue delay and normally within 14 days. Wait for instructions and use only the confirmed address: Via Monte Napoleone 8, 20121 Milano MI, Italy. Keep proof of dispatch. Do not send goods to an unconfirmed registered office or warehouse.

6. Return costs

For a valid change-of-mind withdrawal, the consumer bears only the direct return cost if that responsibility was disclosed before contract; otherwise we bear it. We bear reasonable return costs for faulty, damaged, unsafe, misdescribed, or incorrectly supplied goods where the law requires. Operational cost rules: The customer bears direct change-of-mind return cost only when lawfully disclosed before contract; Carrysela bears required costs for faulty, unsafe, damaged, misdescribed, or incorrectly supplied goods.

7. Refund timing and method

For a valid withdrawal, we refund payments received, including the cost of the least expensive standard delivery offered, without undue delay and no later than 14 days after being informed of the withdrawal. For goods, we may withhold reimbursement until the goods arrive or the consumer supplies evidence of return, whichever occurs first. Refunds use the original payment method unless the consumer expressly agrees otherwise and incurs no fee. Provider posting time: normally 5 to 10 business days after Carrysela issues the refund, subject to the customer's bank or payment provider.

8. Diminished value

The consumer is responsible only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, subject to applicable law and proper pre-contract information. Inspection rules: Customers may inspect goods only as reasonably necessary to establish their nature, characteristics, and functioning and should return all included parts where possible.

9. Withdrawal exceptions

Lawful exceptions may include personalised or clearly customised goods; rapidly deteriorating goods; sealed health or hygiene goods after unsealing; inseparably mixed goods; certain sealed recordings or software after unsealing; and digital content begun with the required prior express consent and acknowledgement. Actual product-specific exclusions: Only exclusions expressly permitted by applicable law and clearly disclosed before purchase apply; product-specific exclusions must be confirmed. An exception is applied narrowly and does not remove rights for non-conforming goods.

10. Faulty, damaged, unsafe, or incorrect goods

Contact hello@carrysela.com promptly with the order number and a clear description. Photographs may help where safe but are not an automatic condition for a legal remedy. Depending on the applicable hierarchy and conditions, remedies may include repair, replacement, price reduction, termination, refund, or damages. Do not use an unsafe item.

11. Commercial return or exchange policy

Any voluntary period beyond statutory rights, exchange option, gift-card rule, sale-item rule, or bundle adjustment is: No additional voluntary return or exchange promise applies beyond mandatory consumer rights unless a product page expressly states otherwise. A voluntary policy cannot reduce mandatory withdrawal or conformity rights.

12. Items sent without authorisation

If an identifiable return reaches the wrong address or lacks information, we will make reasonable efforts to identify the order and explain the next step. Safety, storage, and legal requirements may affect handling, but statutory rights are not refused merely because the customer did not use a preferred form.

13. Complaints

Ask for review at hello@carrysela.com and include the decision, evidence, and requested remedy. External dispute information: Contact hello@carrysela.com first; before commercial publication, identify and disclose the competent Italian consumer mediator and any legally required route. Before publication, identify any legally required ADR or conciliation route and ensure the customer-facing information is available in Italian. Do not link to the discontinued EU Online Dispute Resolution platform.