Returns and Refunds

RETURNS, WITHDRAWAL AND REFUNDS

BB Design Milano sells both standard products and handcrafted items made to measure or clearly personalised to the customer’s individual specifications.

It is therefore important to distinguish the right of withdrawal applicable to certain distance purchases from the statutory guarantee for any lack of conformity.

1. Consumer’s right of withdrawal

A consumer purchasing a product at a distance has, in the cases provided for by the Italian Consumer Code, a period of 14 days to withdraw from the contract without giving any reason.

For sales contracts, the period generally starts on the day the consumer, or a third party designated by them other than the carrier, takes physical possession of the goods.

For multiple goods ordered in one order and delivered separately, the period starts on delivery of the last item.

Further provisions and specific time limits under the Italian Consumer Code for particular situations remain applicable.

2. How to exercise the right of withdrawal

Where the right of withdrawal applies, consumers must inform BB Design Milano of their decision through an explicit statement before the relevant deadline.

The notification may be sent to:

BB DESIGN S.R.L. UNIPERSONALE
Email: bbdesign18@gmail.com
Certified email (PEC): bbdesignsrl@pec.it

The notification must allow the relevant order to be identified.

Consumers may use the statutory model withdrawal form, but this is not mandatory: any explicit statement of the decision to withdraw that meets legal requirements is sufficient.

3. Returning the product

After notifying withdrawal, consumers must return or hand over the goods to BB Design Milano without undue delay and in any event within 14 days of the date on which they communicated their decision to withdraw.

Unless BB Design Milano has agreed to bear them, the direct return costs are borne by the consumer, as communicated in advance.

For furniture, doors, tables and other bulky products, return costs may be significantly higher than those of a normal express courier shipment.

Where required by applicable law, before the contract is concluded BB Design Milano provides information about the cost of returning goods that cannot normally be returned by post because of their nature.

4. Condition of returned products

Under the Italian Consumer Code, consumers are liable for diminished value resulting from handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

Customers are therefore asked to move and repackage the product carefully, using protection suited to its characteristics.

Liability for any diminished value is assessed under applicable legislation and does not automatically result in loss of the right of withdrawal.

5. Refunds

Where the right of withdrawal is validly exercised, BB Design Milano refunds payments received from the consumer in accordance with the Italian Consumer Code.

Refunds are made without undue delay and in any event within 14 days of the day BB Design Milano is informed of the consumer’s decision to withdraw.

Unless BB Design Milano has offered to collect the goods, the refund may be withheld until the product is received or until the consumer provides evidence of having returned it, whichever is earlier.

6. Original delivery costs

Where withdrawal is validly exercised, original delivery costs are also refunded within the statutory limits.

If the consumer expressly chose a more expensive delivery method than the least expensive standard option offered by BB Design Milano, the additional cost of that choice need not be refunded.

7. Refund method

Unless otherwise agreed with the consumer, refunds use the same payment method as the original transaction.

Consumers must not incur fees as a result of the refund.

8. EXCLUSION OF WITHDRAWAL FOR BESPOKE OR CLEARLY PERSONALISED PRODUCTS

UnderArticle 59 of the Italian Consumer Code, the right of withdrawal is excluded for:

“the supply of goods made to the consumer’s specifications or clearly personalised”.

This exclusion is particularly relevant to BB Design Milano’s business, which makes many items to customers’ individual specifications.

Therefore, where a product is made to measure or clearly personalised to the customer’s individual specifications, the right of withdrawal for ordinary distance purchases does not apply, within the limits established by law.

9. What can make a product bespoke or clearly personalised

This classification is assessed on the basis of the actual characteristics of the order.

Examples of personalisation may include:

  • dimensions made specifically for the customer;

  • changes to standard dimensions;

  • a specifically requested wood species;

  • personalised colour or finish;

  • a particular configuration;

  • changes to the arrangement of elements;

  • specific drillings or preparations;

  • structural changes;

  • aesthetic changes;

  • specifically selected hardware or components;

  • work based on an individual drawing or design;

  • other features made specifically to the customer’s instructions.

The exclusion’s actual applicability is determined under Article 59 of the Italian Consumer Code and the goods’ actual characteristics.

10. Handcrafted and personalised products are different

The mere fact that a product is handcrafted does not automatically exclude the right of withdrawal.

The exclusion under Article 59 concerns goods made to measure or clearly personalised.

A handcrafted product sold in its standard configuration therefore remains subject to the normal withdrawal rules where the conditions are met.

11. Information before buying a personalised product

Where an order concerns bespoke or clearly personalised goods, BB Design Milano informs the customer of the exclusion of the right of withdrawal under Article 59 of the Italian Consumer Code.

Personalisation details may be recorded on the product page, in the order, quotation, communications with the customer or other project documentation.

12. Products made to order but not personalised

The fact that a product is made after an order is received does not, by itself, exclude the right of withdrawal.

Where the product retains standard features and Article 59 of the Italian Consumer Code does not apply, the normal withdrawal rules apply.

13. Withdrawal and aesthetic dissatisfaction

For standard products subject to the right of withdrawal, consumers need not give a reason when exercising it within the statutory period.

For bespoke or clearly personalised products excluded under Article 59, a simple change of mind or later aesthetic preference does not create a right of withdrawal that the law does not provide.

A product with an actual lack of conformity is a separate case, covered by the statutory guarantee.

14. Natural characteristics of wood

Grain, knots, figured patterns, colour variations, differences in tone and other natural characteristics of solid wood must be assessed as stated in the General Terms and Conditions of Sale and on the Guarantee page.

Where these characteristics are consistent with the material’s nature, the product description and the contractual agreement, they do not automatically constitute a lack of conformity.

Any actual lack of conformity is assessed in accordance with applicable legislation.

15. WITHDRAWAL AND GUARANTEE ARE TWO DIFFERENT RIGHTS

Excluding the right of withdrawal for bespoke or clearly personalised products does not remove the statutory guarantee.

If a personalised product has an actual lack of conformity, consumers retain the rights and remedies provided by the Italian Consumer Code.

Therefore:

conforming personalised product → the right of withdrawal may be excluded in the cases provided for by Article 59;

personalised product with an actual lack of conformity → the statutory guarantee remains applicable.

16. Products damaged during return

Consumers must use return arrangements appropriate to the product’s nature, size and fragility.

Suitable packaging and transport are particularly important for furniture and bulky items.

The consequences of any damage or diminished value will be assessed under the applicable provisions and the particular circumstances.

17. Products purchased by professionals and businesses

The right of withdrawal under Articles 52 et seq. of the Italian Consumer Code applies to consumers in distance or off-premises contracts.

The consumer right of withdrawal does not automatically apply to purchases made for business, commercial, craft or professional activities.

Any commercial returns in B2B relationships must be expressly agreed with BB Design Milano, without prejudice to buyers’ rights where the conditions under applicable law are met.

18. Agreed returns outside the statutory right of withdrawal

BB Design Milano may, at its discretion, consider return requests outside the statutory right of withdrawal.

Acceptance constitutes a specific commercial concession and does not change the conditions applicable to other orders.

Arrangements, costs and conditions of any such return are agreed in writing in advance.

19. Where to send products authorised for return

Unless BB Design Milano gives other instructions, products to be returned must be sent to:

BB DESIGN S.R.L. UNIPERSONALE
Via San Rocco 7
23847 Molteno (LC) – Italy

Before arranging the return of furniture or bulky products, please contact BB Design Milano to allow receipt to be managed correctly.

20. Contact details

For communications about withdrawal, returns and refunds:

BB DESIGN S.R.L. UNIPERSONALE
Operating premises: Via San Rocco 7 – 23847 Molteno (LC)
Email: bbdesign18@gmail.com
Certified email (PEC): bbdesignsrl@pec.it
Telephone: 328 205 7012

Last updated: 27 August 2026