Refund policy
1. YOUR RIGHT OF WITHDRAWAL (EU AND EEA CONSUMERS)
If you are a consumer resident in the European Union or the EEA, you have a statutory right to withdraw from your purchase within 14 days, without giving any reason. This is a legal right and exists independently of, and in addition to, our commercial returns policy described in section 2.
Withdrawal period. The period runs for 14 days from the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods. If your order is delivered in several shipments, the period runs from the day you receive the last item.
How to withdraw. The simplest way is our electronic withdrawal function: open the returns portal, enter your order number and the email used at checkout, and submit your request. You will immediately receive an acknowledgement of receipt by email on a durable medium. Alternatively, you may inform us of your decision by any clear statement sent to sales@stelviocollection.com. You may use the model withdrawal form set out in Annex I(B) of Directive 2011/83/EU, but this is not obligatory.
Orders not yet shipped. If your order has not yet been dispatched you can cancel it directly from the returns portal and receive a full refund, delivery costs included.
Effects of withdrawal. If you withdraw from the contract we will reimburse all payments received from you, including the costs of the standard delivery we offer, without undue delay and in any event no later than 14 days from the day on which we are informed of your decision. Where you chose a delivery option more expensive than our least expensive standard delivery, we reimburse the standard delivery cost. We use the same means of payment you used for the initial transaction, and you will incur no fees for the reimbursement. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.
Cost of returning the goods. For orders placed from 1 October 2026, you bear the direct cost of returning the goods. You can send them back yourself with a carrier of your choice or, for orders delivered in Switzerland, the European Union and the United Kingdom, use our prepaid label, whose cost is deducted from your refund (see section 3). For orders placed before 1 October 2026, the return conditions stated at the time of purchase apply. Faulty or incorrectly supplied goods are always returned at our expense.
Diminished value. You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning, as you would be allowed to do in a shop.
Exceptions. The right of withdrawal does not apply to goods made to your specifications or clearly personalised, and to sealed goods which are not suitable for return for reasons of hygiene or health protection if they were unsealed after delivery.
2. OUR RETURNS AND EXCHANGES POLICY
Beyond your statutory rights, we design our garments to meet the highest expectations of cyclists and we want you to be satisfied. You may return any item within 14 days of delivery for a refund, or exchange it for a different size, colour or product, subject to availability. Exchanges are always free.
Returned items must be in perfect condition: unused, unwashed and unaltered, with all original tags attached and in the original packaging. Stelvio Collection reserves the right to refuse any return that does not meet these criteria. This does not affect your statutory right of withdrawal or your legal guarantee rights.
How to start a return or exchange
- Open the returns portal. No account is required.
- Enter your order number (shown in your order confirmation email) and the email address used at checkout.
- Select the items concerned and choose a refund, an exchange in size or colour, or an exchange for a different product.
- For refunds, choose how to send the parcel back: with our prepaid label or on your own (see section 3).
- Confirm. You will receive a confirmation email with your case number and all further instructions.
Size and colour exchanges are confirmed automatically where stock allows. If you exchange for an item of higher value, we will email you a payment request for the difference before dispatch; if the new item costs less, we refund the difference.
3. RETURN SHIPPING
Exchanges: always free.
- Switzerland and European Union: we send you a prepaid return label and ship the new item at our expense. In Switzerland your Swiss Post label is emailed to you automatically once your request is approved; in the European Union we prepare your label and email it to you shortly after your request.
- All other destinations: we ship the new item at our expense; sending the original item back to us is at your expense.
Refunds: return shipping at your expense. For orders placed from 1 October 2026 you choose, in the returns portal, how to send the parcel back:
- Our prepaid label (Switzerland, European Union and United Kingdom): the cost of the label is deducted from your refund: Italy and Germany 8.00 EUR, other European Union countries 11.99 EUR, Switzerland 7.00 CHF, United Kingdom 17.00 EUR (or the equivalent in the currency you paid in). It is one fee per return, however many items are in the parcel, and it also applies if the same parcel contains exchanges.
- Your own shipment (all destinations): send the parcel with the carrier you prefer, at your own cost. Nothing is deducted from your refund. Please use a tracked service, keep the proof of postage until your refund arrives and write your case number (it starts with SC-RC) on the parcel or on a note inside. Parcels sent on your own travel at your risk. Outside Switzerland, the European Union and the United Kingdom this is the only option: returns are at your expense, including any customs or return fees.
The label fee is never charged for faulty or incorrectly supplied goods. Orders placed before 1 October 2026 keep the return conditions stated at the time of purchase.
Where we provide a label, please use the one we send you: it is already addressed to the correct warehouse and allows us to match your parcel to your request on arrival.
4. REFUNDS
Refunds are issued to the original payment method. Once your return has been received and approved, your refund is processed without undue delay; depending on your payment provider it may take up to 15 business days to appear on your statement.
Where you exercise your right of withdrawal (section 1), the refund includes the standard delivery costs of your order, in accordance with Directive 2011/83/EU.
If you chose our prepaid label, its cost is deducted from the refund as described in section 3.
Where you return only part of an order under our commercial policy (section 2) and the value of the items you keep falls below our free-shipping threshold, the standard shipping cost originally waived is also deducted from the refund. The thresholds are listed in our Shipping policy. This deduction applies only to orders delivered in Switzerland or outside the European Union, Norway, Iceland, Liechtenstein and the United Kingdom. It never applies to a full withdrawal under section 1, nor to faulty or incorrectly supplied goods.
Gift cards are non-refundable and cannot be exchanged for other forms of payment, but may be used for future purchases.
5. FAULTY, DAMAGED OR INCORRECT ITEMS
If an item arrives damaged, faulty or not as described, please do not use the returns portal: write to sales@stelviocollection.com attaching your order number, clear photos of the defect and of the whole garment, and a short description of the problem.
We handle these cases personally and outside the 14-day window, and the return is always at our expense. This is without prejudice to your statutory legal guarantee of conformity, which under EU law covers a lack of conformity existing at the time of delivery and becoming apparent within two years of delivery.
6. RETURN ADDRESS
Where we provide the prepaid label, it is already addressed to the correct warehouse and you do not need to write the address yourself. If you ship on your own, use the address for your country:
Customers in Switzerland
Nima Sport Sagl – Stelvio Collection
Via Fabrica Ragazzi 2
7742 Poschiavo (GR)
Switzerland
European Union and all other destinations
Logistica MBE – Stelvio Collection
Via Gera 59
23030 Chiuro (SO)
Italy
7. CONTACT AND DISPUTE RESOLUTION
Nima Sport Sagl, trading as Stelvio Collection · Via Fabrica Ragazzi 2, 7742 Poschiavo (GR), Switzerland · UID CHE-416.587.576 MWST · sales@stelviocollection.com
If you have a complaint, please write to us first: we will do our best to find a solution. Mandatory consumer protection provisions of your country of residence apply and are not affected by our choice of law.
