Returns and Refunds Policy
At Perpetua, we work every day to create items designed to last, using recovered materials and responsible processes. For this reason, our goal is to ensure that every purchase is conscious and satisfying, minimizing courier shipments and travel to limit the environmental impact of transport.
However, if something does not meet your expectations or if you encounter a problem with your order, we are here to help you find the best solution.
Terms and Conditions of Return
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Customized items: Custom-made or personalized products (for example, with engravings, custom prints, or for B2B corporate projects) cannot be returned or refunded, unless they show an obvious manufacturing defect or a production error on our part.
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Standard products: If you purchased a non-personalized catalog product, you can request a return within 14 days from the date of receiving the package (pursuant to Article 52 of Legislative Decree no. 206 of September 6, 2005, as amended by Legislative Decree no. 21 of February 21, 2014 - the "Consumer Code").
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Item condition: To be eligible for a return, the product must be intact, unused, in its original packaging, and complete with all accessories.
How to submit a return request
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Fill out the form: You can find the Return Form at the bottom of this page. Enter your order number, the email address used for the purchase, and the reason for the request (attaching photos if the item is damaged or defective).
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Wait for confirmation: Our Customer Service team will review your request and send you shipping instructions along with the address where the package should be sent.
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Return shipping: Return shipping costs are the customer's responsibility, except in cases of a defective product or a shipping error on our part. We recommend using a trackable shipping service.
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Refund: Once the package is received and the integrity of the product is verified, we will process the refund to the same payment method used during purchase within 7-10 business days.