For Pianegonda, customer satisfaction is at the basis of everything. If for any reason you are not fully satisfied with the purchase, you can return the order free of charge within 30 days from the date of delivery and receive a refund of the returned products.

Returned items must be in perfect condition without any signs of use and in their original packaging. After sending the return request and receiving the confirmation of acceptance by Pianegonda, the return can be sent together with the return document (RMA), within a period of 10 days. Without the document, returns will not be accepted.

1. Login to your personal page on www.pianegonda.com. In the event that you have made the purchase as a guest customer, you must register to our website in order to be able to make the return request.
2. In the “My returns” section, select the order or enter the order ID for which you would like to request the return, indicate the products you intend to return and click on “Request return “;
3. Enter the mandatory information marked with * and send the request;
4. After receiving the return confirmation from Pianegonda, print the return document (RMA);
5. Prepare the items you intend to return and place the RMA document in a well-sealed and protected package;
6. Print the shipping label you have received by email and place it outside the package;
7. Choose one of the free shipping options:

• via Poste Italiane at the nearest Post Office;
• via home collection, by booking a courier from Poste Italiane/SDA over landline to the number 803.160 or over mobile phone to the number 199.100.160* (Service available from Monday to Saturday from 8:00 a.m. to 8:00 p.m.). Follow procedure by dialling 1, 2 and then 2 in sequence.

*The cost of the call varies to the operator used and it can get to a maximum of € 0.60 per minute plus € 0.15 per answer.

Return Procedure in Guest Mode

If the order has been placed in guest mode, i.e. without having registered online, the return can still be requested manually by clicking on Return Order, entering the information marked with * and clicking on ‘search’. Next, choose the product(s) to be returned and click on ‘submit request’. Then follow the instructions in the previous section from point 4.

The refund of the amount spent depends on the payment method chosen at the time of purchase:

• payment via PayPal – the refund will be made directly through PayPal within 24 hours from the confirmation email of return acceptance;
• payment by credit card – the refund is credited only to the card used for the purchase. The time required to view the refund on your account depends on the Card Issuing Institution.

Pianegonda will refund the cost of the goods shipped, within the terms of the law (30 days), only after receiving the goods and having checked that all the requirements have been met.

The refund cannot be made on cards other than those used for the purchase and cannot be made by bank transfer.

The refund does not include the costs of transport of the goods for the subsequent return.