Refund policy

 

Last updated: March 2026

Table of Contents

  1. Right to Cancel (For Standard Products)

  2. Exceptions to the Right to Cancel: Bespoke & Custom Products

  3. How to Return an Item (Procedure)

  4. Refund Timelines and Methods

  5. Defective, Damaged, or Incorrect Items (Legal Guarantee)

  6. Standard Cancellation Form

At a Glance: I completely understand that buying stationery online can be tricky—it’s hard to truly experience the weight and texture of premium paper without touching it first. Because of this, if you buy a standard product from my catalogue, you have 14 days from the date of delivery to change your mind and return it (return shipping costs will be your responsibility).
However, please note a vital legal exception: if you commission a custom or bespoke notebook, I cannot accept a return or offer a refund. These items are crafted exclusively for you and cannot be resold. If your item arrives with a structural defect or was damaged during transit, my studio guarantee will fully cover a replacement or refund at absolutely no cost to you.

1. Right to Cancel (For Standard Products)

In accordance with European Consumer Law (and Article 52 of the Italian Consumer Code), if you are purchasing as a consumer, you have the right to withdraw from the purchase contract without penalty and without stating a reason within 14 calendar days from the day you take physical possession of the goods.

Please note that this right to cancel applies only to standard catalogue products that are ready-to-ship. To be eligible for a return, the item must be sent back in its original, unused condition: free from any marks, stains, or creases on the paper, and complete with all its original packaging and accessories. As per EU regulations, the direct costs of returning the goods (i.e., return postage and shipping fees back to my studio) are entirely the responsibility of the customer.

2. Exceptions to the Right to Cancel: Bespoke & Custom Products
Due to the artisanal, made-to-order nature of Saimai, we strictly enforce the legal exemptions outlined in Article 59(c) of the Consumer Code. The right to cancel or withdraw is entirely excluded and inapplicable for goods that are made-to-order, customized, or clearly personalized.

For the sake of clarity, returns, exchanges, or refunds cannot be accepted for:

  • Products featuring custom engravings, names, initials, dates, or specific graphics requested by the customer.

  • Products created in unique sizes, formats, or using specific papers selected outside of my standard, ready-to-ship catalogue.

  • Products commissioned with a design built to the customer’s precise specifications.

Furthermore, returns or refunds cannot be granted based on personal aesthetic preferences regarding minor colour variations or natural structural characteristics. These nuances are inherent to the traditional hand-binding process, as detailed in our Terms and Conditions.

3. How to Return an Item

To exercise your right to cancel within the 14-day window, you must notify me of your decision. You can do this by sending an unequivocal email to hello@saimai.it stating your order number, or by using the Standard Cancellation Form provided below.
Once your return is authorized, you must pack the item securely and ship it back without undue delay, and in any event within 14 days of your notification, to the following address:

Laura Alfonsi
Via T. Tasso 24, 35027 Noventa Padovana (PD) – Italy

Please note: The risk of loss or damage during return transit is borne entirely by the customer. I highly recommend using a trackable, insured shipping service.

4. Refund Timelines and Methods

Upon receiving your cancellation notice, I will refund the full amount paid for the returned items, including the cost of standard initial delivery. This will be processed without undue delay and within 14 days of the date I am informed of your decision to cancel.

However, as permitted by European law, Saimai reserves the right to withhold the refund until the goods have safely arrived and been inspected at my workshop, or until you provide indisputable proof that the items have been shipped back, whichever occurs first.

The refund will be credited back via the same payment method you used for the original transaction, unless explicitly agreed otherwise.

5. Defective, Damaged, or Incorrect Items

Please inspect your order as soon as it arrives. If a return is necessary due to an objective lack of conformity covered by the Legal Guarantee, transit damage, or an error on my part (such as receiving the wrong item), please contact me immediately—ideally within 24 to 48 hours—at hello@saimai.it with photographic evidence of the issue.

If the error lies with my studio, I will take complete care of it. I will cover the return shipping costs and arrange a full replacement or a total refund.

If the item was damaged during transit, please remember to inspect the external packaging upon delivery and, if visible damage is present, sign for the package as "received with reservations / damaged packaging" with the courier.

6. Standard Cancellation Form

To:
Laura Alfonsi, Via Torquato Tasso 24, 35027 Noventa Padovana (PD), Italy

Email: hello@saimai.it

I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale for the following goods:

  • Ordered on () / Received on ():

  • Name of consumer(s):

  • Address of consumer(s):

  • Signature of consumer(s) (only if this form is notified on paper):

  • Date: