Returns and refunds

Last updated: July 22, 2026

Have you changed your mind about a purchase? On this page you will find a simple and transparent procedure to request a return.

ChartaRè is a brand and a sales channel of Rossi Carta S.r.l.
Returns and refunds of orders placed on www.chartare.com are therefore managed directly by Rossi Carta S.r.l.

1. Right of withdrawal for consumers

If you are a Consumer, i.e. a natural person who purchases for purposes unrelated to your professional activity, you can withdraw from the purchase within 14 days of delivery, without having to indicate a reason.

In the case of an order delivered in several shipments, the term starts from the delivery of the last product.

The right of withdrawal provided for by the Consumer Code does not apply to purchases made by companies, professionals or VAT holders in the context of their business.

If you have purchased as a Professional and need to return a product, you can still contact us: we will evaluate the request and look for a solution when possible.

2. How to request a return

To communicate the withdrawal, within 14 days of delivery, write to:

resi@chartare.com

It indicates:

name and surname;
order number;
products you wish to return;
quantities affected.

You don't need to give a reason. You can still add it if you want to help us improve the service.

We will send you a confirmation of receipt of the request and a Return Authorization Number, useful for our warehouse to recognize and manage the package more quickly.

The Return Authorization Number facilitates the procedure, but any lack of it does not affect the right of withdrawal communicated within the established terms.

3. How to return products

After communicating the withdrawal, send the products within the next 14 days to:

Rossi Carta S.r.l.
Via Primo D'Altri 76
47522 Cesena (FC)
Italy

The return is made by shipping by the customer. We recommend that you use a traceable service and keep your receipt until your refund is complete.

Please include your order number and, if available, your Return Authorization Number in the package.

We ask that you prepare the package carefully, adequately protecting the products during transport.

4. Conditions of returned products

You can examine the product to the extent necessary to verify its nature, characteristics and functioning.

We ask you to return it:

complete with all its parts;
clean and properly protected;
without damage caused by more use than is necessary to verify it;
possibly in the original packaging.

The absence of the original packaging does not automatically exclude the right of withdrawal.

However, the Customer is responsible for any decrease in value caused by handling more than is necessary to examine the product. In this case, only an amount proportionate to the actual loss in value may be withheld from the refund.

We do not charge restocking or restocking fees.

5. Return costs

In the event of withdrawal due to change of mind, the direct costs for sending the products back are borne by the Customer.

ChartaRè does not provide a prepaid return label and does not apply any other administrative costs for handling the return.

If, on the other hand, the product is defective, damaged, non-compliant or different from the one ordered, contact us before shipping: we will provide you with the necessary instructions and the return will not be at your expense when the problem is attributable to Rossi Carta S.r.l.

6. Timing and methods of reimbursement

The refund is made without undue delay and in any case within 14 days from the day on which we receive the notice of withdrawal.

We may withhold the refund until:

we have received the returned products; or
the Customer has proven that he has sent them back;

whichever comes first.

The refund is made using the same payment method chosen for the order, unless otherwise agreed with the Customer and at no additional cost.

For orders paid by bank transfer, we may ask for the IBAN necessary to execute the refund.

In the event of withdrawal from the entire order, the refund includes:

the price of the returned products;
the charges of the originally proposed standard mode of delivery.

Any additional costs resulting from choosing a more expensive delivery than the standard method will not be refunded.

In the event of a partial return, the price of the returned products will be refunded. Any delivery costs are managed in accordance with the provisions of the applicable legislation and based on the products retained.

The standard procedure is to reimburse. To request a replacement, please contact customer service and we'll check availability and advise you on the easiest solution.

7. Products excluded from the right of withdrawal

The right of withdrawal does not apply in the cases provided for in Article 59 of the Consumer Code, including:

Products personalizzati or custom-made or easily perishable

Products made to measure or clearly personalizzati according to the Customer's requests, such as:

shopping bags and personalizzati bags;
custom boxes;
printed tapes;
gift paper or personalized tissue paper;
products made with printing, cutting, format or other characteristics specifically requested by the Customers.

The withdrawal does not apply to food products that are likely to deteriorate or expire quickly and to sealed products that, once opened after delivery, cannot be returned for reasons of hygiene or health protection.

8. Defective, damaged or non-conforming products

The right of withdrawal for change of mind is different from the warranty provided for a defective, damaged or different product from the one ordered.

In these cases, write to resi@chartare.com, indicating:

order number;

product concerned;
description of the problem;
photographs of the product;
photographs of the packaging, when useful.

We'll review your report and quickly let you know how to proceed.

For Consumers, the legal guarantee of conformity provided for by the Consumer Code applies. Your rights under the statutory warranty are not limited by this return policy.

9. Package damaged in transit

At the time of delivery, check, when possible, the external condition of the package.

If the neck appears open, crushed, wet, tampered with, or visibly damaged:

accept it by indicating a specific reservation on the courier's document, describing the visible damage;
take a picture of the package before opening it;
it also photographs the product and the internal protections;
Contact us quickly at resi@chartare.com, possibly within 24 hours.

The specific reservation and timely reporting help us to manage the file with the courier faster.

Failure to reserve or report after 24 hours does not automatically eliminate the rights granted to the Consumer by the legal warranty, especially when the damage was not immediately visible.