Refund policy

RETURNS, RIGHT OF WITHDRAWAL AND REFUNDS

This policy applies to orders placed from 16 September 2026 onwards.

In the event of a return due to a change of mind, you can choose between two options:

  • Store Credit: for orders shipped to Italy and the European Union, the first standard return is free. For orders shipped to non-EU countries, the return cost is always borne by the customer, even when choosing Store Credit.
  • Monetary refund: for orders shipped to Italy and the European Union, a contribution of €7.00 will be deducted for the standard return. For non-EU orders, the return cost indicated by the Returns Portal will apply.

The original order shipping is always chargeable and is calculated and charged at checkout.

The refund terms for the original shipping depend on the type of return made and are specified in the sections below.

For orders placed before 16 September 2026, the conditions communicated at the time of purchase remain valid.

STATUTORY RIGHT OF WITHDRAWAL – WITHIN 14 DAYS

In accordance with Legislative Decree 206/2005 (Consumer Code), you have the right to withdraw from the purchase contract within 14 calendar days from delivery of the product, or of the last product in the case of separate deliveries, without having to provide any reason.

To exercise the right of withdrawal, you must communicate your decision within the prescribed period and return the product within 14 days from notifying the withdrawal.

The right of withdrawal does not apply in the cases provided for by current legislation, including, by way of example, made-to-measure or clearly personalised products.

In the event of a full return exercised within the first 14 days:

  • Monetary refund: Cafe Twin will refund the price of the returned products and, where required by applicable law, the cost of the original standard shipping. The direct cost of the return will remain the responsibility of the customer: €7.00 for standard returns in Italy and the European Union, or the amount indicated by the Returns Portal for non-EU orders.
  • Store Credit: at the customer’s express request, Cafe Twin may issue Store Credit equal to the amount due under applicable law. For orders shipped to Italy and the European Union, the first standard return will be free. For non-EU orders, the return cost will always remain the responsibility of the customer.

EXTENDED COMMERCIAL RETURN – FROM DAY 15 TO DAY 30

In addition to the right of withdrawal provided by law, Cafe Twin voluntarily offers the option to return products within 30 days from the delivery date.

The period between day 15 and day 30 constitutes an additional commercial return and does not in any way limit the rights granted by law during the first 14 days.

The following conditions apply to the extended commercial return:

  • Store Credit – Italy and European Union: you will receive credit equal to the net value actually paid for the returned products. The first standard return will be free.
  • Store Credit – Non-EU: you will receive credit equal to the net value actually paid for the returned products, but the return cost will always remain at your expense and will be indicated by the Returns Portal.
  • Monetary refund – Italy and European Union: you will receive the net value actually paid for the returned products, less the €7.00 contribution for the standard return. The original shipping will not be refunded.
  • Monetary refund – Non-EU: you will receive the net value actually paid for the returned products, less the return shipping cost indicated by the Returns Portal. The original shipping will not be refunded, without prejudice to any mandatory rights provided for by applicable law.

The value of the returned product is calculated based on the amount actually paid, net of any discounts or promotions applied to the order.

RETURN CONDITIONS

The following conditions apply to all returns requested within 30 days of delivery.

The returned product must be:

  • intact and unused;
  • not installed, fitted or tested on the motorcycle;
  • free from signs of wear, use or fitting;
  • complete with original packaging, accessories, manuals and components;
  • free from modifications, tampering or damage.

During the first 14 days provided for the right of withdrawal, the product may be handled exclusively to verify its nature, characteristics and functioning, as would be possible in a physical shop.

It is not permitted to install, use, modify or tamper with the product. An item returned with signs of fitting, use, wear, modification or tampering may be refused or may result in a reduction of the amount refunded or credited, proportionate to the decrease in the product’s value.

DAMAGED, INCORRECT OR NON-CONFORMING PRODUCTS

If the product is damaged on delivery, we ask you to report it where possible within 5 working days, attaching photographs of the product, the packaging and a brief description of the issue.

If you have received an incorrect, defective or non-conforming product, please contact us before making the return.

These cases are not considered returns due to a change of mind. Where the issue is recognised as being Cafe Twin’s responsibility, no return contribution will be applied and the related costs will be borne by Cafe Twin.

ORDERS WITH MULTIPLE ITEMS AND PARTIAL RETURNS

A partial return is a return in which only some products from an order containing multiple items are returned, while one or more products are kept by the customer.

In the event of a partial return, the refund or Store Credit will be calculated exclusively on the net value actually paid for the returned products, taking into account any discounts applied to the order.

The original shipping cost of the order will always remain the responsibility of the customer and will not be refunded or converted into Store Credit, even if the partial return is requested within the first 14 days provided for the right of withdrawal.

In the event of a monetary refund:

  • for orders shipped to Italy and the European Union, the €7.00 contribution for standard return shipping will also be deducted;
  • for orders shipped to non-EU countries, the return shipping cost indicated by the Returns Portal will remain the responsibility of the customer, even when choosing Store Credit.

This rule applies exclusively to partial returns. If all products in the order are returned, it will be considered a full return and the relevant conditions will apply.

This rule does not apply to products damaged on delivery, incorrect, defective or non-conforming, where the issue is attributable to Cafe Twin.

ADDITIONAL RETURNS

The benefit of a free standard return with Store Credit applies exclusively to the first return made for each order shipped to Italy or the European Union.

Any additional returns or return shipments will be at the customer’s expense. For non-EU orders, the return cost is always borne by the customer, including the first return and regardless of the refund method chosen.

HOW TO MAKE A RETURN

  1. Access the Returns Portal and enter your order details.
  2. Select the products to return and choose between Store Credit and monetary refund.
  3. Check the conditions and any return cost indicated by the system.
  4. Print the label generated by the Returns Portal and drop off the parcel at the location indicated by the system.
  5. Keep the proof of drop-off and tracking number until the procedure is completed.

RETURN INSPECTION AND TIMESCALES

Once the product has been received, Cafe Twin reserves up to 10 working days to check its integrity, condition and compliance with the conditions set out above.

The refund may be withheld until the product is received or until proof of shipment is provided, in accordance with applicable law.

After the inspection has been completed:

  • Store Credit will generally be issued within 3 working days;
  • the monetary refund will be made to the original payment method, within the time limits provided for by applicable law.

Store Credit can be used on cafetwin.com. For commercial returns, once Store Credit has been chosen and accepted, it cannot be converted into cash, without prejudice to mandatory rights provided for by law.

GIFT CARDS AND VOUCHERS

If the order was paid, in whole or in part, using a Gift Card or voucher, the amount due will be reinstated to the Gift Card or voucher originally used, in accordance with applicable law.

STATUTORY GUARANTEE OF CONFORMITY

All products are covered by the statutory guarantee of conformity for a period of 24 months from the delivery date, in accordance with the Consumer Code.

In the event of a lack of conformity, the consumer is entitled to free repair or replacement of the product. If these remedies are not possible or are not carried out within the prescribed time limits, a price reduction or termination of the contract may be requested in the cases established by law.

To request assistance, you must write to hello@cafetwin.com, stating the order number, a description of the issue and, if possible, photographs or videos of the defect.

The €7.00 contribution and any non-EU return costs do not apply to claims attributable to a valid lack of conformity for which Cafe Twin is responsible.

SIZE EXCHANGE

To make a size exchange, you must return the item received and place a new order for the desired size.

The return is subject to the conditions set out in this policy. The new order will be subject to the normal terms of sale and related shipping costs.

ORDER CANCELLATION REQUESTS

Requests will be assessed based on the order’s processing and fulfilment status. If the order has already been shipped, it will be necessary to use the return procedure set out in this policy.

If you have any questions or need assistance, you can write to hello@cafetwin.com